Forum Discussion

HowardFree's avatar
HowardFree
Tuning in
2 months ago

Home Phone not ringing

On Dec 23rd 2024 my Virgin landline stopped ringing. The Phone is connected to my Virgin Hub 3.0 which was done by a Virgin engineer when the Hub/router was replaced months back. I can phone out no trouble at all. If I happen to see the handset light up (but no ring) indicating a call coming in I can answer and talk to whom is calling me. I have done tests. I am plugged into Tel socket 1 on the back of Hub 3. I tried Tel socket 2. This did not change the no ring issue. Good tone when the handset is engaged.

The phone is a BT3580 Trio Ren1. I took this unit to a neighbour who has a BT account and plugged in. He then called his BT Landline number with his mobile and my BT3580 rang loud and clear. all the Same cables used as at home.

Back home I did the switch off Hub/router (unplugged from mains) for specified time. No change. I did the paperclip Hub/router reset for the 1 minute specified time. No change. I called 150 on the 23rd. No help. I called 150 today. no help.I have been with Virgin since they purchased it from NTL and with Cambridge Cable before NTL. All I am looking for is someone with a secure knowledge base as 150 were totally unhelpful. twice. I gather it could be a 'ring lock' (?) issue or not the required power from the Hub to enable the phone to ring due to some change at the exchange? . It is odd my phone rings good and loud. Perhaps my phone requires a differing cable from the base to the HUb3.0 as in RJ11 to RJ11 connector upgrade?

 

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 months ago

    It's probably a fault with the hub or adapter cable. You may wish to try and get a replacement adapter first, but if that doesn't work a tech would need to attend and possibly do a hub swap.

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    2 months ago

    Hi HowardFree,

    Thank you for reaching out to us in our community and welcome, sorry to hear your Landline has stopped ringing even though you are able to make outgoing calls, as advised by Roger-Gooner this may be the Router but could also be the Adaptor, so I can help and take a closer look I have sent you an invite into a private chat, please look out for the white envelope to accept.

    Regards

    Paul.

     

    • HowardFree's avatar
      HowardFree
      Tuning in
      2 months ago

      Hi Paul, Thankyou for reply. 
      When the Virgin engineer replace my previous hub for a new HUB 3 he plugged the BT3580 Trio phone cable (RJ11 to RJ11 connector cable) directly into the HUB 3 tel port number 1 and the phone worked. No adaptor used. As mentioned it only stopped ringing a few days back. Unfortunately 150 were of no help at all and seemed to be oblivious as to seeking advice from someone with a secure knowledge base and just indicated it was a fault at my end ignoring the fact I was not the only person experiencing this. 

      I have not received a 'white envelope' as of yet.

      regards

  • HowardFree's avatar
    HowardFree
    Tuning in
    2 months ago

    update. tested my phone by taking it to a neighbours house that has Virgin and it rang fine using the cables used at my place..
    It does nothing.
    Still no resolution...

    • Fazackerley's avatar
      Fazackerley
      Joining in
      2 months ago

      Not a solution I know but I am having exactly the same issue and it started yesterday. today I lost all capability on the phones not even a ring tone and if you tried to call in it would not accept the number. They have just fixed that but I still have no ring when a call is received. Very interested to see what your outcome is as it seems to be a common issue. FYI I am in Camberley Surrey

      John