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

Have had an issue since transferring to fibre  several months ago reported here many times. Had three engineers visits all to no avail. About time this was resolved as it’s a hub problem 

There are many of us suffering from this problem. We need action now and for communication to be made in a timely fashion. You only need to look at the length of this thread to see the extent of the issue.

Unfortunately the PM is a corporate policy - they have to confirm we are a genuine client before "exposing" the company.

Will keep the community informed when/if I hear any more.

Still no notification of Ghost calls issue to wider community - another indication of a caring service provider

I agree that, as with other widespread and ongoing issues, it should have a pinned "Known Issue" post by the forum team (as I hit post number five hundred of the thread).

Today I learn my complaint has been resolved

This complaint was originally raised as C-010920162 and incorrectly flagged resolved.  On challenging this a new complaint was raised C-221122184 which then "morphed" into C-120123843. Without looking at my Complaints (today) I would not be aware of this action - and why can I only see one, of these three, complaints listed? Anyone at Virgin Media want to tell this community (and me in particular) what the resolution was and why my request for Senior Management Review has not been processed?

See message 489 in this chain for the last correspondence received from the resolutions team on Monday 9th and repeated below:

Update (received on 9th) to my complaint - nothing since.

I am at the point of despair, but unwilling to let Virgin Media off the hook. 

Has anyone brought this issue to the attention of any manager (at any level)? 

Does Virgin Media even have managers capable of taking ownership of a problem and actually willing to talk to a customer (email ping-pong is useless and gets us nowhere)?

So if you cannot reopen a complaint, resolved in error without customer agreement, this is just another delaying action.  Raise it as a new complaint and start the clock running again? Morally destitute as a company then?

Any update - call list full again today? No number calls every 30-40 mins. 

hub 5 - voip ? 

Well VM have only just managed to send me the DSR info I requested- minus the notes left by their call centre agents - info I requested initially. This has taken them 60 days as the first time they did the DSR against my mobile account despite me giving them the account number etc. 

I now need to chase the notes and then make my complaint to the ombudsman which will probably take me a week or so to do once I have everything back from VM. 

I can’t understand why VM wants to make customers go to these lengths when they could easily enough fix the issue. 

Carley. I think you meant to say there is NO update available.

I first complained about this problem on 14th Nov 2022 at 10.09. in thread entitled Phantom calls on house phone.

The thread was marked as answered, bit was not answered, merely redirected to "Missed Calls" thread to tie in with other similar complaints.

I subsequently had messages with Matthew_ML and as a result of which he arranged for an engineer to attend.

The Engineer attended on 13 Dec 2022. He had no knowledge of the problem, had never heard of the problem, failed to identify or replicate the problem. He disconnected all the units and reconnected everything including a reboot and subsequently left without remedying the problem but did mange to disconnect my UHD system which I have never managed to restore and also caused all my passwords to rest to the original. He did say he would report the matter and make some enquiries, This has resulted in exactly no further communication.

Since that time I have monitored and contributed to the "Constant No Number" thread  and started to count the number of Forum "mods" who have tried and failed to either understand the problem, failed to read other responses and failed to offer any valid suggestions. I stopped counting at 20!!!

I think it is generally accepted that there is a fault in the hardware/firmware of the current Hub 5 and "we are told" efforts to correct this is ongoing.

For me this problem is now 4 months old with no sign of a remedy, or even an "Official" acceptance of the extent of the problem. There are several similar threads, which have not been linked or coordinated with

I  wish to register a formal complaint regarding Virgin Media' s failures to remedy this problem and would be obliged if you would supply an email address  I can use to register this complaint. to put Virgin Media on notice that they have a reasonable time to remedy this problem before I seek a ruling through the Arbitration Service. 

9th September 2022 for me.

1. Raised as a complaint 3 times and flagged “resolved” despite ongoing messages here to the contrary.
2. asked 3 times to speak to a manager, eventually got to speak to one who promised to take ownership and to update me weekly, then promptly forgot at week 3.
3. Asked 3 times for senior manager review and got ignored.
4. wrote to ombudsman and got told would not reply to me and may, or may not, follow it up.
5. wrote to CEO and got ignored.
6. wrote to 3 BBC Chanel’s, and got same reply as from ombudsman.
7. wrote to Richard Branson and got ignored.
8. just wrote to executive team and got told, give us 28 days to get up to speed before we get back to you.

it’s going really well so far! If it wasn’t for our little group I’d go insane!

Zoie,

If your last message is an answer to my request for an email address so I can submit a formal complaint, then it is not accepted. My patience is exhausted.

I require an email address with which to register a formal complaint as to the lack of action on the part of Virgin Media Ltd to remedy this, by now well documented, problem.

I do not want to waste more time (sometimes hours), explaining the problem to customer services???, (power off, reset, reboot, unplug, and if that does not work come back to us) or going round in circles with your problem solving pages, which keep coming back to the starting point. I do not want to submit a message on a web page, which gives no record of the submission.

Plain and simple give me an email address to which I can send a complaint, as outlined in the ombudsman's introductory pages and your complaints procedures, so that I can start the official complaint and if not resolved, then I can go to the Ombudsman and ask that this matter be remedied through them.

This forum (and thus Virgin Media Ltd) has had knowledge of the problem for at least 9 months, and has issued nothing but false remedies, platitudes, toeing the company line and failing to provide information or any result.

I accept that the problem is not of your making and the remedy is not in your hands, but either the forum does not have the wherewithal or the authority to ensure the  matter is resolved by those who do have the capacity or authority.

Any idea why my complaint is flagged resolved?

Looks like everyone packed up and gone home......they are probably like us.... losing the will to live!

i made a complaint yesterday evening regarding this and received a reply this morning, They obviously did not read the complaint properly and the reply was regarding nuisance calls. The resolution offered was "Technical advice"

Please accept our apologies for the inconvenience caused as this must be quite upsetting. Upon checking the account, I can see that there is no record of the issue reported and I can certainly understand your pain in getting unwanted calls.