Virgin Media Community

[Euphonium]

I have been with Virginmedia since 2018. I have never had a problem making outgoing calls by landline phone. However, occasionally incoming calls did not connect (i.e. both caller and called were blank and not connected). More recently, incoming calls have caused crossed lines. For example, I am sited in Tamworth, Staffordshire but when a caller called from Lichfield, I got a lady from Bedford who was trying to call Specsavers. My caller got Specsavers. This sort of thing happens quite a lot. I have reported the problem to Virginmedia 4 times since November 2021. After the final complaint, a technician was sent out. He changed the phone wiring from the original copper connection to my router and confidently said that this would solve the problem, However a day or so later an incoming call from my son-in-law caused another crossed line. I got a gentleman from goodness knows where and my son-in-law got a lady with a tv running in the background. I should also point out that the caller display always reads the correct caller even though the line is crossed. The problem is getting worse. Yesterday, I was with my son-in-law in Lichfield and, as an experiment, he rang my landline number. As there was no-one at my home, it should have just rung out or transferred to voicemail. Instead, he was routed to a booking office and was asked which "performance" he wanted to book. This situation is crazy and I would like it fixed. I would be very grateful for any ideas. I will report the problem again using the "150" number but I am not confident... 

[Steven_L]

Hey @Euphonium, 

Welcome to the community and thanks for taking the time to post your issue on the forums.
I'm sorry to hear that this is still happening to you after a technician visit, I have looked into this a bit more and I think that we need to send somebody out to look into this again.

I can arrange the appointment from here but would need to confirm a few details via a private message, that I will drop over in a moment.
Please look out for the private message and we can get started.
Regards,
Steven_L

[Steven_L]

Thanks for coming back to me with your details via private message @Euphonium, I have looked further into this and can see that you have spoken to the team this morning and they have passed this onto the networks team to investigate further.

We wouldn't now send a technician out until that investigation has taken place, the team should be in touch with you once they know more, if you have any further questions, please let me know.

Regards,

Steven_L

[Euphonium]

Thanks, Steven. It's reassuring to hear that the team are working on it. It was suggested that we change our number but we are not keen to do that due to the work involved in changing our details with a large number of contacts/banks etc with no guarantee that the problem will be fixed.. Deen asked that I collect some data and should be ringing me back. In the meantime, the data is as follows:

Caller number 07525 776 814  located in Lichfield

Started sequence of calls at 1342 hrs

1. OK both ends

2. Crossed line. I heard a lady who promptly disconnected. Caller was routed to a doctors surgery - refused to give their number.

3. OK both ends

4. Blank at both ends

5. Blank at both ends

6. Blank at my end. Caller routed to doctors surgery - refused to give their number.

7. OK at both ends

Sequence ended at 1345 hrs

[Steven_L]

You're very welcome @Euphonium and I will add the example that you provided to your account notes to aid the team with their investigation.

Regards,

Steven_L

[Euphonium]

Hi, Steven:  Just wondering what is happening? I have no way to get back to Deen and the incoming call problem is getting even worse. Would appreciate an update on progress. Tnx  ...Robert

[Paulina_Z]

Hi @Euphonium,

Thank you for coming back to us. I have taken a look at your ticket and I can assure you that the team is still working on this issue for you. The listed estimated fix time for this issue is showing as Tuesday 29/03/22 at 11am. 

Please keep an eye on your landline connection and get back in touch if this issue is persistent after that date.

Thank you.

[Euphonium]

Thanks, Paulina. I have done some further detective work and an interesting pattern has emerged. There are three callers that regularly phone our landline and it is with these callers that we have the problem. All three are with Virgin Mobile! In contrast, I have called our landline using my Three mobile phone several times with no problem. My wife has called our landline several times using her BT mobile phone with no problem. This suggests that the problem is specifically with virgin mobile and virgin landline. Hope this helps.

...Robert

[Paulina_Z]

Hi @Euphonium,

Thank you for coming back to me. Thank you for investigating further! I will note this information so hopefully this can help with the ticket.

Keep an eye on your landline to see if the issue will be resolved over the next coming days. 

Thank you.

[Euphonium]

Update for today. My daughter rang 8 times this morning around 1030 hrs using her virginmobile number [MOD EDIT: Removed] to our virginmedia landline [MOD EDIT: Removed] without success. She got a variety of crossed lines, mainly NHS, doctors surgeries etc (is this significant?). At my end, all of the calls except one were blanks (i.e. no sound). One call was a crossed line to a gentleman. I asked what his number was but he hung up - it might, of course, be that he received a blank call and so would not hear my request.

May be coincidence but my daughter reports that, last week, she rang her husband on his virgin mobile number [MOD EDIT: Removed] and he got a blank call. Is the problem spreading? 

In summary, things are getting much worse! Hope you can sort it out soon.   ...Robert