cancel
Showing results for 
Search instead for 
Did you mean: 

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

Chris_Myers
Superfast

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 ]

1,006 REPLIES 1,006

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.

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,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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

 

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

cheile48
On our wavelength

 

 

New record!! 17 no-number calls on my phone this morning since 8pm yesterday. Expect incoming platitudes from Forum moderators in due course.

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


New around here? To find out more about the Community check out our Getting Started guide


Crystalgazer
On our wavelength

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

We’ve looked into it and here’s what we found:
Thank you for taking the time to contact us, I realize from your compliant that you are unhappy about the landline services and requested to get the issue sorted. However I apologize for the inconvenience caused and will definitely take over this as a feedback and serve you better in future and I regret to learn that you have to follow up several times to get this sorted. I completely understand how frustrating this must have been for you and we appreciate that you have been a long standing customer with us and we wanted you to have our best services. Only after the troubleshooting is done it will help us pin down the cause, Therefore I would kindly request you to contact our technical support on the below mentioned number as they can run some diagnostics and get to the core of the issue or even send a technician to visit your property. Fix a issue - https://www.virginmedia.com/help/fix-an-issue and you may get in touch with our web chat service with this link https://www.virginmedia.com/help/live-chat to review your contract.

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

To make the most of your time with us, make sure you’ve downloaded the My Virgin Media app. With it, you can manage your bills with a tap and a swipe, check the service status in your area, find out when we expect any known problems will be fixed, diagnose issues with your in-home equipment, and loads more.

Take care,
The Virgin Media team'
 
So nothing new. I have replied saying it is an issue that affects others, so it isn't a case of sending a technician out to look at my hub and added a link to this forum. I have asked them to refer my complaint to to correct team to resolve.
 
VM have removed an invalid HTML (that they provided) from my message, but I don't think it detracts from their reply. 

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,
 


Zach - Forum Team
New around here? To find out more about the Community Forums, take a look at our FAQs!


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. 

Chris_Myers
Superfast
For information - the complaint process - Start by logging a formal complaint with your provider.
1. Notice an issue with your provider.
2. Contact your provider to log a formal complaint and supply evidence to support your case.
3. Work with your provider to fix the problem. Get in touch and chase your provider for an update (disappointing that this has to be constantly chased and never volunteered).
4. Wait six to eight weeks for a resolution or deadlock letter. (I will be asking for this in the new year)

Then you can escalate the complaint to the ombudsman at https://www.ombudsman-services.org/
5 You escalate the complaint to the office of the ombudsman and they'll help resolve it.
6 The ombudsman will pass the details to your provider and they might resolve the issue at this stage. If not the ombudsman's office will propose what they consider a fair outcome based on the evidence from both parties.
7 They then ensure the provider complies with their resolution once you choose to accept it.