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

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.

Only VM have migrated to VOIP, customers are limited to POTS, a plain old telephone service via an analogue socket

Can you explain in layman’s terms how to stop this with 2 clicks please?

Sorry for not understanding, you seem very knowledgeable! 

The point is that you cannot do this on a Virgin Media router as this level of tooling is not made available on their hubs.

Hello to anyone in the VM Forum Team / Mod Team,

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. 

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.

You never know maybe fixed with hub 6

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!

Has anyone tried call diversion on Virgin Media landline ?

Do the ghost calls go through to the diverted number? (The phone only needs to be connected for 150 if ever needed).

There is a charge For £2.25 a month.
https://www.virginmedia.com/help/landline/set-up-call-diversion


PS This service should be free if user a has an HUB 5 (until fixed)

Kind of defeats the object. I could just bin the landline and stick to using my mobile. The point is this “enforced improvement” has failed, not “it’s OK if there’s a workaround”.

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CEEJAYTHEDEEJAY wrote:
You have completely misunderstood my post.
What I said was that, my mate who has the listed hardware, is not in anyway affected, and his devices are working as they should be.
Therefore there may well be people out there that are not affected by the hardware changes.

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And you do make a very good point. What you are describing would indicate that there are subtly different ‘hardware versions’ of the Hub 5 and I would suspect that the manufacturer of them, probably isn’t subject to, well, say Apple’s level of demand for quality control and consistency from their manufacturers, so it’s not beyond possibility that there are whole batches of Hub 5s with slightly different hardware components, which on paper, are all within spec but combined….?

So maybe, it’s not a case of ‘the Hub 5 doesn’t work properly with ‘xyz’ phone, ie shifts in the power output which become out of acceptable specs and triggers the ‘phantom call’; but rather, some Hub 5s which have been assembled with these components might well have ‘issues’ with some phones which themselves are a little more intolerant of variations in power levels!

IF this is the case, and I’ll be the first to admit that it is all speculation, then there may not be a firmware fix for it, certainly not an easy or quick fix anyway. Well, not short of recalling Hub 5s with this particular issue and replacing them with a 4, which might be somewhat embarrassing for VM, and something they would rather not do!

What he is rabbiting on about is one customer that so far has been very lucky to not the be plagued by Ghost calls.

And nothing more.

Agreed. But as they saying goes “one swallow does not a summer make”. Just  another question of “just what investigation was conducted” for Virgin Media? Perhaps, just perhaps, that is what “device specific” actually means. Again, just speculation at this point, but plausible and worthy of further investigation by someone, though I won’t hold me breath for VM to do this.

@VM and Mods

It seems you now have the statement from your legal team (problem is device specific…blah blah). What would be useful is for some transparency and honesty on the Next Steps.

Many questions have been posted, including those from myself to which someone initially said they would find the answers.

It would appear that the power fluctuation issue is beyond the wit of existing teams and it would be prudent to bring in some external contractors to assist. A subset of this group could turn the issue around in short form, so what is actually taking the time, other than the legal blame game between VirginMedia and its suppliers. Start being customer-centric and think about the service we are all paying for.

While awaiting the miracle cure from the device manufacturers (of the hub5) it would be a simple step to test a modulator between the hub5 and affected devices to filter the issue. Even if you had no plan to provide one to everyone it would show your suppliers that resolution is easy, and even provide an opportunity for people to implement their own workaround until you fix the issue.

Following the recent news article on affected services, another on the inability to provide services in accordance with the contract would, I am sure, impact share prices.

Come on VM, play fair and start communicating with your customers.

Has anyone noticed power fluctuation notices appearing in the network log (log onto the hub, go to tools and network status and select the network log tab)?

RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the
DRW;CM-MAC=[deleted];CMTS- MAC=[deleted];CM-QOS=1.1;CM-VER=3.1;

I'm also seeing a lot of the following notices in the network log:

US profile assignment change. US Chan ID:12;Previous Profile:12 13;New Profile:1113.;CM-
MAC=[deleted];CMTS- MAC=[deleted];CM-QOS=1.1;CM-VER=3.1;

I'm assuming these events are linked to this problem?

In what you’ve just said Chris, I 2nd that….. 

THIS ISSUE IS NOT SOLVED TO THE CUSTOMERS SATISFACTION

George

In what you’ve just said Chris, I 3rd that….. 

THIS ISSUE IS NOT SOLVED TO THE CUSTOMERS SATISFACTION

I'm dismayed at VM's apparent inability to acknowledge this problem, let alone communicate its real status or, hope against hope offer a solution or at least a plan for resolution.

Paying customers deserve better treatment than this! 

OK, totally confused now. Anyone else just got a surprise package of a new hub 5 today?

Apparently at 21:00 last night Yodel informed me that my delivery from Virgin Media was coming today.  I got that message this afternoon just as Yodel arrived at my door. I also got an SMS text message on my mobile from Virgin Media at 10:54 this morning (which I had not seen) telling me my parcel was on its way..

1. The delivery contained a new hub 5 - I have no idea why this has been sent to me or what I am to do with it.
2. I had a discussion with a member of the executive team last week in which it was suggested that I swap out my problematical Hub 5 with either a Hub 3 or 4 to see if the issue went away - but I declined that pointing out it was not my responsibility to conduct testing on behalf of Virgin Media (I also pointed out that I did not want to wait for a new hub and engineer with a hub 3 to fail a test, repeat with hub 4, and again with hub 5 with inherent delay between each and no guarantee of success at the end of it.
3. We also discussed a daisy chain of two hubs that might also eliminate the issue (with the phone on the second layer of hub).

I have just asked the executive team to explain what is going on and what Virgin Media expect me to do with this delivery. 

1. Is it an additional box, a replacement box etc.?
2. Am I expecting an engineer also to call? 
3. Just what exactly is happening?

This might be what has been suggested on this forum, that the issue may be to do with differences in build between hub suppliers, and that swapping them out for hubs from another supplier might address the issue - but again I just have had no communication to that effect so simply do not know.. 

Again, this is the case of the left hand not knowing what the right is doing and Virgin Media failing to communicate clearly with the customer.

If you open the box they'll be a number to ring to set the replacement hub 5 up ring that and it will tell you is a self install kit was assigned to your account to follow the process to set it up, however I doubt this will fix the issue as people with revision 1 and 2 hardware have the same issues unless this is revision 3 hardware won't know until you log into it