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

[Chris_Myers]

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 ringing) and no message left, just a report that "no number" called and a time.  OFCOM state it should be addressed to the provider and the Telephone preference service state they can do nothing with marketing or computer generated calls.  This did not happen until switched to IP telephony and has been daily since (coincidentally - I think not).  This appears to be a man-in-the-middle network attack and is therefore worrying (as well as filling my recent calls with rubbish).  Virgin media say they cannot see these calls, yet their system records it on my recent calls log. Anyone else having this problem or have a resolution?

[MOD EDIT: Please see post for an update ]

[SGGC]

I too have the constant no call problem and yes, hub and Bt Premium phone system. It’s crystal clear that the issue lies with this combination so to be fair it’s more likely a by phone issue than the hub5?

[Ryan_N]

Hi SGGC, 

I do apologise that you're experiencing this issue. The team are aware of this and unfortunately we have no fix time at present - as soon as there is, this thread would be updated with any information. 

Cheers, 

Ryan. 

[Woodbutcher1234]

Hi folks I too am getting these calls, seems Virgin are trying to ignore it. Keep suggesting it's my phone, offered to use another phone if they supplied it and would pay for it if it worked. They don't do that? Had this problem from 21.10.22. the day I moved to Virgin.

[Ryan_N]

Hi Woodbutcher1234, 

Thank you for your post and welcome to the forums. 

I really apologise that you've been advised this from the team - I can assure you that we are not ignoring the issue, the relevant team are aware of the issue and as soon as there is an update to this - we will update the thread. I am sorry for the information you've received so far - the message on this thread has been consistent as we are aware of the problem. 

Cheers, 

Ryan. 

[Chris_Myers]

Complaint C-221122184 raised 22/11/2022 with latest update on 09/12/2022 following a request for senior management review, stating "One of our team is looking into your issue". 

According to the Virgin Media complaints Code Of Practice: If you’ve spoken with a manager and your complaint is still not resolved, you can ask for your complaint to be reviewed by a Senior Manager. The Senior Manager will carry out a full, impartial review of your complaint and write to you with their outcome.  None of this has happened and no-one has contacted me directly. I have even resorted to writing to the CEO, but again have had no response and still no-one has contacted me directly. 

Again according to that code of conduct "If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint for independent adjudication, we’ll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution".  This has also not happened (despite assurance through the community team that this would be forthcoming).  A request for a deadlock letter (in order to kick-off a CEDR consideration (for Dispute Resolution) has been ignored in relation to this complaint. 

This community is in despair, admission that this is a known issue that has been logged with a specialist faults team has no value when followed by "there is no current fix date and testing is incomplete".  This suggests, Virgin Media have not fully identified the scope of the problem, devised corrective action, or a plan for delivery (Message 268).  Meanwhile Virgin Media does all it can to drag its heals (message 269) and new joiners to the community are still reporting additional instances of the same problem.  Again - where is the senior management review and response to this situation that I requested back in early December!

[Redwards86]

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@Chris_Myers wrote:

Complaint C-221122184 raised 22/11/2022 with latest update on 09/12/2022 following a request for senior management review, stating "One of our team is looking into your issue". 

According to the Virgin Media complaints Code Of Practice: If you’ve spoken with a manager and your complaint is still not resolved, you can ask for your complaint to be reviewed by a Senior Manager. The Senior Manager will carry out a full, impartial review of your complaint and write to you with their outcome.  None of this has happened and no-one has contacted me directly. I have even resorted to writing to the CEO, but again have had no response and still no-one has contacted me directly. 

Again according to that code of conduct "If you’re not happy after we’ve responded to your complaint, or if your complaint isn’t resolved after eight weeks, you may wish to refer your complaint for independent adjudication, we’ll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution".  This has also not happened (despite assurance through the community team that this would be forthcoming).  A request for a deadlock letter (in order to kick-off a CEDR consideration (for Dispute Resolution) has been ignored in relation to this complaint. 

This community is in despair, admission that this is a known issue that has been logged with a specialist faults team has no value when followed by "there is no current fix date and testing is incomplete".  This suggests, Virgin Media have not fully identified the scope of the problem, devised corrective action, or a plan for delivery (Message 268).  Meanwhile Virgin Media does all it can to drag its heals (message 269) and new joiners to the community are still reporting additional instances of the same problem.  Again - where is the senior management review and response to this situation that I requested back in early December!

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Cue pointless platitudes from the forum team of “we are looking into it but don’t know when we will. We’ll message you privately and still not resolve / action anything.”

As painful as it can be I’d suggest giving them a call and point out as they’ve failed to follow their own complaints process you want the deadlock letter. 

Don’t bother asking to speak to a manager - they’ll tell you they are all in a meeting and promise a call back. Of course the callback won’t happen. 

If I had £1 for every time every single manager was in a meeting and they’ll call back but didn’t I’d be a very rich man. 

[mikewot]

Tried the reset, plugging in etc. but it's still the same.  Todays calls 01.26  04.46 07.16 09.46 10.36 1.06 3.36 4.26 6.56

[Woodbutcher1234]

Join the club Mike, welcome!

[Redwards86]

I live in hope more than expectation but VM have changed the status of this from “solved” to “Investigating”. 

Maybe us all complaining, doing a subject access request so I can complain via CEDR has gotten them to actually do something. 

Just so it’s not my word against VM’s could someone comment who has also noticed this change had happened over recent days please?

[Ilyas_Y]

Hey @mikewot, thanks for reaching out to us on the Virgin Media forums.

I'm sorry to hear about the issues with the missed calls on the Hub 5 😞 It is something we are aware of.
I have recently spoken with the team and our community lead who have advised me that they are working on a firmware fix for this issue to be resolved.
As it requires extensive testing for the issue to be resolved, there is no current set date for the firmware update to be rolled out, but once it is ready, we will confirm it to our customers and get it rolled out ASAP.

We appreciate your patience.

Kind regards,
Ilyas.