Forum Discussion

Chris_Myers's avatar
Chris_Myers
Superfast
3 years ago
Solved

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

My area has recently been migrated from landline to IP telephony which seems to work well with one exception.  My received calls report 10-20 daily calls from "no number".  There is no call made (no ...
17
IP telephony
nuisance calls
Phone
  • ModTeam's avatar
    ModTeam
    2 years ago

    Hello,

    Thank you all for your patience whilst we worked on fixing the ghost call issue. Our Support Team have deployed a fix this morning, please restart your Hubs to allow the fix to take affect and let us know if you're still experiencing issues.

     

    Regards,

    ModTeam

Adri_G's avatar
Adri_G
Forum Team (Retired)
3 years ago

Hey TAZMANUK, thanks for reaching out on our help forum and for posting on this thread.

We're sorry to hear the confusion this matter has caused you, we'd normally ask you upon booking you in for the switchover on whether you have any call features (such as call blocker) that need transferring over which is our standard practice in these cases. 

We'd also wish to make you aware if you've booked a visit due to wiring or extra work to ensure the correct set up this is offered for free as long as we've got an open window (timeframe) for the migration.

You can still cancel this should you wish but please bear in mind that if you wish for such a visit in the future for relocating equipment this can be arrange but is chargeable with £25 as per our standard processes outside this migration window. 

In this case, you can just use the adaptor we've provided to use and plug your landline handset at the back of your hub on the date we've confirmed the switch to fibre will take effect in your area.

Lastly, we'd like to invite you to have a read here for more on our complaints code of practice. 
In case you want to raise a case with us let us know and we're happy to help with that.

TAZMANUK's avatar
TAZMANUK
Knows their stuff
3 years ago

The digital switch over isn't in my area yet and on asking it was Molly T who booked in this appointment.

Also I won't be paying at £25 future digital switch over when you are moving everyone over by 2025 as a forced migration.

Fact 1 I asked if my call blocker in my phone would work the answer I got was wouldn't know until its switched over and if it wasn't for another visit 

Fact 2 your digital switch over to those that have been moved and have not phones are facing a no ring call and missed calls in their call log 

Fact 3 virgin still haven't fixed the issue and those people are still to this day waiting on a firmware from June 2022.

Also the norm for such a digital switch over in areas you receive a letter that it's happening and FREE of charge and supplied an adapter.

So any future installer visits regarding digital switch over of my phone line I won't be paying any £25.

  • Adri_G's avatar
    Adri_G
    Forum Team (Retired)
    3 years ago

    Thanks for your reply and for providing more details. 

    Since you've not initiated the process due to the migration in your area this can still be done for you with an appointment individually without waiting for this date.
    (as you already did with my colleague Molly in this instance)

    Any call features you've had can be transferred over to the new service as they stand, however we would not be able to guarantee no faults coming up before we can complete the migration and test this in practice.

    Theoretically, this should be done without problems and we'll be here to assist in case you face an issue with your call features (usually once you reach us about this we'd run a few checks and follow our process of resolving the fault / error).

    Switching to fibre is not obligatory and you have the right to opt out of this, however you'd need to find another supplier and that would provide the line via copper and that will eventually switch to line via fibre later, up until the end of 2025 max.

    If you cancel and appointment you can always call in and arrange a new one, till the end date we've set for this migration (depending on the area and when this will take effect). 
    Past the end date we provide for this switchover we'll not be able to provide with a cost-free appointment so as long as you make sure you're within the timeframes this will not be charged.

    • TAZMANUK's avatar
      TAZMANUK
      Knows their stuff
      3 years ago

      When you mean fiber, I've already got 1 gig.

      I thought the switch over was just unplugging the phone moving it near the router, plus the phone into an adapter and plug into the hub 5

      And terminate the phone line from external box

       

      • Adri_G's avatar
        Adri_G
        Forum Team (Retired)
        3 years ago

        Thanks for your question, migration to line via fibre means we're removing copper lines completely so the phone will no longer work via the standard wall socket.

        Instead, your line will go via the hub and fibre optics.
        Please, have a read here for all FAQs and info regarding this process.

        Let us know if you have more queries or concerns.

    • TAZMANUK's avatar
      TAZMANUK
      Knows their stuff
      3 years ago

      The issue I've been reading is people who have been switched to digital voice they're facing missed calls on their call logs that don't ring and show up as missed calls a fault with the hub 4 and 5 firmware.

      Only service I have is caller ID and ringback I think, the call blocker is the software/hardware on my bt digital deft trip phone system