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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

Chris_Myers
Superfast

question: When is a fix not a fix - answer: when its a Virgin Media reported fix.

Yes, so far the Ghost calls seem to have been resolved, but this month I have been suffering TV outage and loss of email services - both of which are reported as "fixed". 

As of 2 minutes ago, TV channels are still "freezing" and this message on updating my email immediately prior to making this post  - Task 'Synchronizing subscribed folders reported error (0x800CCC0E) : 'Outlook cannot synchronize subscribed folders.  Error: Cannot connect to the server. If you continue to receive this message, contact your server administrator or Internet service provider (ISP).' See also https://www.bbc.co.uk/news/technology-66088076 on lost emails that may never be recovered.

My mobile phone was switched to O2 recently - surprise, surprise, not without problems setting up the account, no cross-training and no-one able to see both sides of a Virgin Media account with O2 Mobile.  In a Couple of days my wife's mobile will also "transparently" move to O2 and we are to undergo a "reorganisation" of the TV channels - I can't wait for these changes to screw up as well.

Oh, and Virgin Media just asked me to complete a survey on customer service - sorry, I was not very complementary.  My wife is resistant to change, otherwise I'd be long gone.  Perhaps someone in authority would like to take ownership of this company's incompetence?  What part of good business planning, systems design and development, testing, redundancy, resilience, disaster planning, business continuity planning, etc.is alien to a technology company?

I understand how you feel. I am experiencing the same issue with my TV buffering frequently and emails taking a long time to load.

I'm in Hampshire - where are you - although it seems quite VMO2-global.

I'm from west Yorkshire and got a email from Virginmedia about email maintenance and be outage from 12 midnight till 6am the next day this way last Thursday however emails haven't been working then suddenly they do then stop again

Plymouth, Devon.

In an email to customers sent on 23 June, Axel Wehrle, director of customer service for Virgin Media wrote: "Unfortunately a part of the hardware that manages our mailbox platform experienced a failure, which overloaded the servers and caused service disruption for some email users."

A Virgin Media spokesperson told the BBC: "Following a recent issue with our email service, all Virgin Media email users are able to send and receive emails as normal. "Unfortunately a small proportion of impacted users are currently unable to view historic emails in their inboxes. 

In an email sent to some customers published by ISPreview.co.uk on Tuesday, Virgin Media said its "teams have been able to fully restore most email services". But it says for some customers emails "received on or before 19 June will not be appearing in your inbox, sent items or any other folders". It said that these emails were "safe and secure" and would be restored. The company has reported the email issue to the Information Commissioner's Office, but stressed that the incident was not a data breach and no users' data or personal information had been accessed or compromised in any way. Clearly VM do not consider an internally caused "denial of service" a compromise - I do.

Chris_Myers
Superfast

Well hush my mouth and kudos VM team - TV switchover of channels seems to have gone OK.  My wife's scheduled recordings have automatically picked up their new locations and the only loss seems to have been the planned TCM removal. so at least she is "relieved".  It remains to be seen if the freezing of programmes continues or not.

VM already provide a new channel guide at https://www.virginmedia.com/virgin-tv-edit/tips-and-tricks/virgin-tv-channel-guide? This was truncated - concatenate the above link (no space after question mark) with: utm_source=itg&utm_medium=email&utm_campaign=cable_cus_email_epg_changes_C05231_D001

I am also able to update/synchronise my email folders this morning, although "one swallow does not a summer make" - i.e. history has indicated that this improvement/update is a little erratic from day to day ( hit and miss) 

 

Mrs_G1
On our wavelength

Teach me not to check in on the forum earlier I’ve only just seen the message about rebooting the hub. That’s done and I’ve rebooted the 360 box in hopes of refreshing that as well.

Will see if the ghost calls stop for me too, tv hasn’t been too bad just the odd pixelation here and there over the last few weeks, can’t complain otherwise. 

Fingers crossed!

FundingNecker
Tuning in

Came back after a break last weekend and on checking the phone a day or so later, was surprised to find no ghost calls after 26 June. There were some problems with the TV picture pixellating but this issue and the ghost calls seemed to have been fixed without me rebooting either the Hub5 or the Tivo box. I since rebooted both this morning just to be on the safe side.

Hoping this is a permanent resolution. In the meantime I'd like to join everyone else in thanking Chris Myers for his persistence in highlighting this fault and trying to persuade Virgin Media to do something about it. I completely concur with his comments about Virgin not taking adequate responsibility for it and failing to meet their own service standards, let alone the demands of their customers. Interesting to note that in a BBC news article this week, Virgin was one of the highest scorers for customer dissatisfaction. Here's hoping that they are at last making efforts to reverse that trend.

Friends. Thank you for your kind words and support and for keeping me sane.

Virgin Media. There are many lessons to be learned here. I hope this experience prompts a full management review of customer service and drives procedural change. Somehow, I doubt it. Of individual agents, I offer my sympathies and understanding. You did what you could but corporate communication and procedures worked against you. Let’s hope we can see continued improvement and move on.