on 15-09-2022 13:05
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 ]
Answered! Go to Answer
on 14-12-2022 20:38
Same here but only since we stepped up from Hub3 to Hub 5. Same DECT phones as before but after the 1 Gig upgrade onto Hub 5 it's 10-20 calls a day (4 since lunchtime), no number, no ringing. Really weird.
on 14-12-2022 20:42
Hi @mikewot,
I am very sorry to hear that you are experiencing this issue. We are aware of this issue and we are currently working to resolve this for everyone effected. We will update the forum as soon as we can.
Thanks,
on 14-12-2022 21:04
I have a business account with VM and been with them for over 20 years, I can’t leave as I am in a contract with them and tied in for another year. I have been getting these “no number calls” every 50 mins since I got my hitron router and my phone line had to be provided over ip. I don’t believe it’s a firmware bug as I would assume the firmware on a hitron router would be different from a hub 5. I have had engineers come out the same as everyone else and no joy. Support have the same playbook for home customers and business customers. BT phones is not the problem as I have just replaced my phones with BT and I had the problem with my older Panasonic. I believe its probably something to do with the DOCSIS network implementation.
can someone from the forum team here let me know if these is a forum for business I can search
on 15-12-2022 08:57
Hi Hi fraserormston, thanks for posting and welcome back to our community.
Sorry to hear you're experiencing the 'no number calls'. We and Virgin Media Business are separate entities, sorry. You may wish to check here. Or you can call on 0800 052 0800.
Regards
Lee_R
on 16-12-2022 10:05
New record!! 17 no-number calls on my phone this morning since 8pm yesterday. Expect incoming platitudes from Forum moderators in due course.
on 16-12-2022 10:09
Hi @cheile48
I am sorry to hear that.
We are aware of this issue and are working on a fix.
We apologise for any inconvenience that may be caused in the meantime.
Vikki - Forum Team
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on 16-12-2022 17:03
I got the following reply to the complaint I raised about the 'No number' issue -
'Complaint reference: C-1212221302
We have a little update on your complaint with us. We didn’t want to delay things, so we’ve gone ahead and looked into a resolution for you.
Here’s a quick recap
Your complaint was:
Home Phone -> Faults -> Other
Here's what we offer as a resolution:
Customer Experience ->Agent or Technician Professionalism - Internal feedback provided
We hope this works for you.
We’ll keep your complaint open for 28 days from now just in case you still want to talk through your options. Please ring us on 0345 454 1111 if you’re not completely happy with the resolution
If we don’t hear back after 28 days, we’ll assume you’re satisfied with everything and close your complaint.
Stay on top of your services
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on 16-12-2022 17:17
Hi @Crystalgazer,
Thank you for the update. I'm very sorry to hear that you're unhappy with the response to your complaint.
I can see in the response you've posted that we've advised to contact the team on the contact number provided to notify them if you're unhappy with the resolution. Did you do that? If so, what was advised on that call?
Thanks,
on 16-12-2022 19:07
At least yours was in reasonable English. Yet we still have the same old problem - platitudes but no further forward on a solution. This seems to suggest that the technical team have not yet triaged the issue, duplicated the error, formulated a solution, and devised a plan and timeline for a solution. You know, standard engineering practice for a technical service company that values its customers.
on 22-12-2022 11:32