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 ...
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.
We understand your frustration moof, the changes to the way our landline service operates wasn't made by the technician but was a company decision that is being rolled out to all customers.
Well now. I just checked back afterw two weeks absence to see what progress has been made and see that we are no further forward. Have just cleared my phones call log after it filled during my absence with 'no-name' calls so have no idea if i've missed anything of importance or not, In the words of a former prime minister 'THIS IS A DISGRACE' and needs to be fixed immediately. For info, yet again, mys system comprises a BT8500 Trio system and i'm beginning to question why we are accepting of this as a community, where's our compensation for this shambolic state of affairs??
We certainly should be compensated, this is a ridiculous situation. We're certainly not getting the service we should expect at the prices we're paying. With reference to the actual phone calls, the time changes by a minute every few days, mine are all showing a 5 on the end now. Also, now we're on British Summer Time the clock isn't changing!!!
Gigaset E370HX on Hub5 worked perfectly for years until a few weeks ago when the ghost calls started. About 10-12 of these calls every day (and night!). All other voice calls in and out work correctly. Being woken by a beeping phone several times a night is not funny. BTW, switching the phone off at night is not an option ...
What was done to make the Hub5 start generating the "power fluctuations" ?
We will look to explore the option to regulate the route cause, however, this needs to be discussed with the our equipment vendors and may take some time to come back.
As always we will continue to update you along the way.
Your reply to @superloopy saying “Our Voice engineering teams have concluded that the "no number" issue is device specific and not a global issue”
You are reading this from a script as this was mentioned on the thread by ModTeam on page 531.
With so many different handsets and you'resaying the route cause is due to sensitivity to power fluctuations received from the hub, this proves Hub 5 is at fault which we have all been saying on here.
Also on page 531 the ModTeam said the list of handsets we tested are: Gigaset C530A Trio Digital Cordless Answer machine, BT8600 Advanced Call Blocker, BT Decor 2600 v2, Panasonic KX-TGJ424EB Digital Cordless Telephone with Nuisance Call Blocker and Answering Machine, Quad Dect. Are they aware of these handsets that have mentioned by everyone on this thread? Please tell your Voice Engineering team of these ones.
BT Premium, BT Dec, BT 8610 Premium, BT46 Big Button,
BT 6660, BT Advanced, BT8500, BT8600, BTD93X
BT2500 Trio, BT6500, BT8610 Digital, BT6600 Advanced and
BT4600 Trio
I agree with CEEJAYTHEDEEJAY, Resolved, that has got to be joke of 2023!
The number of logged “No Number” calls on my BT8610 handset since this Wednesday to Thursday with these times on the handset calls list.
11.37, 12.27, 13.17, 14.07, 14.57, 16.37, 19.57, 20.47, 21.37, 22.27 - these are on Thursday and now in to Friday, 63.07, 5.07, 5.57,14.17, 15.07 then it changes to 8’s 15.58,16.48,17.38, 18.28, 19.18, 20.08, 20.58, 21.48,22.38, 23.28 making 25 over 24hr period.
As of this Saturday morning I have eleven No Numbers as you can see.
The light was flashing on the answer machine, pressed play and nothing, no message and no ringing. Pressed button to view and then delete those 11 “No Numbers” from the calls list and screen display showed “Not currently available”
Pressed every other button on the answer machine and nothing happened. I then pressed green button as if to make an out going call and saw this displayed on the screen.
I realised that the phantom No Number call was still active and although I looked at my phone at 8.59. I then switched off the answer machine and then back on and then able to see the calls list and delete all the “No Number” calls showing. As I was deleting them I noticed one phantom "No Number” calls timed at 8.28 and my thoughts was the length of time of 31 minutes my landline phone was not physically working and despite what the Call Guardian message was showing no further incoming calls or outbound call could be made till switching the answer machine on/off.
This is the first time I’ve come across this happening and don’t know if anybody else has experienced it. VM,What concerns me is any anyone having to rely on a landline to make a call to the emergency services and can’t to it because of this.
If Ayisha_B from Forum Team is saying “The route cause is located on the handsets’ sensitivity to power fluctuations received from the Hub” then the power fluctuations made my phone inactive for approx 31 minutes or it could have gone on for longer if I had not spotted. This is not on VM.
Thats exactly what i am seeing too. Thes 'no-name / no-number' calls are hanging up the line for the duration as the phone ACTUALLY believes there is an incoming call in progress. This is quite serious now. Maybe a forum member could answer whether or not VM would treat a cancellation of my package in these circumstances as needing an early repayment charge as i am now considering leaving and going elsewhere. At the very least we should get a reduction in our overall package allowing me to withdraw from my phone service and reinstate it elsewhere if VM seem incapably ignorant of ways to fix. Quite easy ... they should provide compatible equipment to those fee payers affected.
yes gc1028 same thing with me couldn't make any calls untill answer machine sorted I have bt8500 advanced phone all the call times end with the digit 8 with a few call time listed as 63.18, 63.38 and 63.58 how is this possible? I would just like to say this never happened with sky, oh and while I'm in the mood to cancel my VM I've realised it actually changes the time on my handset too, this is a ridiculous state of affairs.
Just out of interest we’ve had Truespeed installed at work - very impressed - we chose 300mb option and we get 300mb downloads and uploads - ie not throttled.
Anyway they’ve installed VoIP but they have a small box called Grandstream in between the router and the phone. I wonder if this is something Virgin need to look into?? Does this filter errors that are showing up on our phones? When I get to work Monday I’ll try and update with model etc but looking online it looks like a ht801 from memory. Just a thought
The Grandstream is an ATA ( Analogue Telephone Adaptor ). Similar functionality is built into a Hub 3/4/5 hence the TEL 1 & 2 sockets.
We have a Cisco ATA for our telephone lines one line for the home phone and a second line for the house alarm.
In the ATA devices are 2 settings for Direct IP calls. One to disable making a Direct IP call and one to disable accepting a Direct IP call.
Two clicks, this is how easy it is to prevent Ghost calls. See my post #401 in this thread for more details.
Virgin Media are not looking at ATAs, they wish to operate an over priced & closed VOIP system where the home user enjoys none of the technical or price advantages of a real VOIP platform.
Removing phone lines from an ISP bundle has been once of the best moves we made.
With migration to VoIP (digital voice) they should allow us more features since they would be no such thing as line rental if it's coming through internet connection, at least give more features.
On Saturday 1st April I posted 2 messages on this thread, message number 693 and 699 both on page 70 and got response. Please can anyone in the VM Forum Team / Mod Team look at those 2 messages and give me a response.
Thank you for your patience whilst we continued to investigate this issue.
Our Voice engineering teams have concluded that the "no number" issue is device specific and not a global issue.
The route cause is located on the handsets’ sensitivity to power fluctuations received from the Hub.
Here is the list of handsets we tested:
Gigaset C530A Trio Digital Cordless Answer machine
BT8600 Advanced Call Blocker
BT Decor 2600 v2
Panasonic KX-TGJ424EB Digital Cordless Telephone with Nuisance Call Blocker and Answering Machine, Quad Dect
We will now look to explore the option to regulate the power output, however, this needs to be discussed with the our equipment vendors and may take some time to come back.
As always we will continue to update you along the way.
Theirs a far longer list than that, and someone in the group listed them.
I hope it's fixed soon as next contract renewal probably end the landline altogether as when you are trying to make a call out and a ghost call is coming in handset says like in use due to this and clogging up the call log.
I beg to differ on the fact that it is Device specific (Ashleigh_C). If you read my earlier posts you will see that a Friend who lives less than a mile away, with exactly the same equipment as me (phone, hub, etc), has not get the problem at all, I have even swopped my phone for his with no issue, his end !. Lets stop keep repeating ourselves on here, chasing our tail with a problem that you know all about, and have done for many, many months. You have been told so many times now, it's becoming an embarrassment to you an all concerned, get this sorted once and for all !
Yes it is device specific. The type 5 hub is generating power fluctuations picked up by several telephone systems. It is NOT A PROBLEM WITH THESE DEVICES, WHICH WORKED BEFORE BEING PAIRED WITH HUB 5. Again VM caused the problem, it is for VM to fix. So again we ask, stop spouting the party line and tell us what solution VM is providing. Please!
Oh, and just to add salt to the wound an answer that incorrectly amounts to “it is the customers fault not ours” does NOT mean that the issue is resolved. VM may be happy to absolve themselves of responsibility, but I can assure you, those of us on this forum are far from satisfied and our issue remains unresolved to our satisfaction. I suggest this is passed to the top of the tree and not just to the engineering team who seem unable to engineer firmware.
Re: post #711, within post #401 in this thread there is a suggested "fix" for this problem that works on other devices. Can someone in the engineering team tell us if anyone has bothered to apply these changes to the Hub 5 configuration (not user configurable options) and if the list of impacted devices have been retested to identify if the issue of Ghost Calls then goes away? If the answer is yes, then can someone tell us why this has not yet been rolled out?
