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suwaza
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Home Phone Landline Not Receiving Calls

Hi All.

Some background, I been a Virgin Media customer for many years. I recently did a home move and part of that home move the engineer said that now we plug the home phones into the router, Hub 3 I have.

Said OK and he began his work to install broadband and the home landline. On completion he said the landline will take 24 hours to get activated. Said OK.

It will be a week tomorrow since the installation and home landline still is not working. At my previous address the home phone was plugged into a telephone box rather than the Hub 3.

I can make a call to people, I just cant receive incoming calls. I get the following message, "It has not been possible to connect your call, please try again later". 

The current phones I am using are Motorola C602. Again, I can make calls from the phone, I just cant receive calls. I get the above message when trying to call in.

Any resolutions would be greatly appreciated. Thanks.

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Beth_G
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Message 2 of 28
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Re: Home Phone Landline Not Receiving Calls

Hi suwaza,

 

Welcome to the Community Forums! Thank you for taking the time to post here.

 

I'm sorry to hear you've ben having problems receiving calls since moving home. One thing that sprung to my mind when I read your post that it may be a number port issue. Can you please confirm if you asked to keep your landline number when you moved address or were you given a different number?

 

Many thanks!

 

Beth

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suwaza
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Message 3 of 28
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Re: Home Phone Landline Not Receiving Calls

Hi Beth

I asked to keep my number from my previous address. 

To clarify, I can ring from the home phone and the number that comes up on my mobile is the one from the old address (the correct number). However, I cant receive calls on the home phone when I dial the number from mobile.

Very weird

Please help

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Beth_G
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Re: Home Phone Landline Not Receiving Calls

Hi suwaza,

 

Thanks for getting back to me to confirm.

 

I've taken a look at things this end and everything appears OK. The number port looks to have gone through without issues, but I have asked for our Number Port Team to take closer look at this for you and they should get back to me by Monday. I'll pop back here once I have any updates on the issues for you.

 

If you need anything else in the meantime please just let me know.

 

Kind regards,

 

Beth

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suwaza
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Message 5 of 28
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Re: Home Phone Landline Not Receiving Calls

Hi Beth

Thanks for getting back to me. How did you look up my account? Quite confused as I didn’t provide any details? 

Ok sounds good, please DM me if you need any sensitive information. 

I have ordered a few phones from Amazon to see if these might resolve the problem. But really need to receive calls, my parents heavily rely on this service. 

Thanks 

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John_GS
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Re: Home Phone Landline Not Receiving Calls

Good morning

 

My colleague found your account via the forum information you've provided. 

 

They've scheduled a work order to the telephony team regarding this for you and it should be sorted asap

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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suwaza
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Message 7 of 28
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Re: Home Phone Landline Not Receiving Calls

Great, to confirm it should be acc 

I’ve just tried a new phone - still nothing, I can ring out from the house phone but not receive calls. 

Still get the same message 

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John_GS
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Re: Home Phone Landline Not Receiving Calls

Please remove your account number from a public post 🙂

 

The team are working on sorting your call issue out asap

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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suwaza
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Message 9 of 28
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Re: Home Phone Landline Not Receiving Calls

Ok great 

please keep me posted

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suwaza
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Message 10 of 28
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Re: Home Phone Landline Not Receiving Calls

Hi

Any update on this please? Still can’t receive calls 

thanks

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