Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)

That is the most complete response we have received so far, but still leaves us with a system "improvement" that has proven to be incompletely/ inappropriately tested before roll-out, has degraded our existing solutions, and has no resolution date in sight. Compounding this, all suggested "hot-fixes" have proven to be ill-conceived and ineffective (reboot hub, try another phone system, change the phone number, ask BT to change their firmware, upgrade/downgrade hub etc).

It seems the issue is Firmware based, affects both Hub 4 and Hub 5, and impacts several phone systems (BT, Hicom, Panasonic) and also Hitron business routers. 

Weekly update for the service manager (Ramon) - passed on to him from the manager of the technical team working on resolution - some good news...

1. The full scope of the issue has been identified.
2. A solution is proposed (worked out with 3rd party equipment supplier) 
3. Some additional testing is required to ensure this solution addresses the issue fully.
4. This will then (probably) be flashed to users' equipment in due course.
5. No resolution date, but confident that date is near.

This seems very promising. (I am now scheduled for weekly updates - next one probably 27/28th).

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Chris_Myers wrote:

Weekly update for the service manager (Ramon) - passed on to him from the manager of the technical team working on resolution - some good news...

1. The full scope of the issue has been identified.
2. A solution is proposed (worked out with 3rd party equipment supplier) 
3. Some additional testing is required to ensure this solution addresses the issue fully.
4. This will then (probably) be flashed to users' equipment in due course.
5. No resolution date, but confident that date is near.

This seems very promising. (I am now scheduled for weekly updates - next one probably 27/28th).

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Well that sounds very promising! You’ve finally got to speak to someone at VM that actually cares. 
When I last spoke to them they couldn’t of cared less and just put the situation into deadlock. 
I’ve had the deadlock letter but am now waiting for all the call recordings etc that I need. 

If I’d spoken to the same person as you this could very well have been resolved that way rather than me having to take it externally and VM take up time pulling all the call recordings etc. 

Don’t suppose you’ve got any direct contact details for this person that you could share?

It would be quicker and easier me for an VM if I could be dealt with in the same way. 

Good work Chris,  keep us updated .  Your efforts are appreciated. 

Sorry - no direct contact - he called me - and email address is not accepting replies.. 

I asked him to post reply here but I don't think he wants to be point of contact for all.

Having just been converted to fibre phone I am also facing the same issue with hub 5 and BT call guardian phone. Thanks for all your efforts so far Chris Myers in keeping on at Virgin to get this sorted.

I have recently been connected via my hub and have started getting no number or unavailable number calls (this is a residential line) Phone doesn’t ring, no messages etc but they show on my missed calls list

Started at 03:10 this morning and have had 3 since today already (26/1/23).

This is on a Hub 3

John

Jodi I think you have misunderstood the last post. If you look back through this thread you will see what the issue is. We were told it is being investigated for a solution.

John