Incoming calls not received on landline

[LordySharkFinz]

We just switched from a traditional ADSL broadband provider to Virgin Media and are having problems with the landline...

We can make outgoing calls no problem, but we don't receive incoming calls at all. When you make a call to the landline you just hear (eventually) three beeps and a drop. No ringing at anytime.

I went through to technical support and they "checked a few things lol" and then eventually told me our phone doesn't have high enough REN and that we need to buy a VoIP phone or a phone with high REN.

So...not happy. No one told me a needed a new phone to use Virgin Media! Plus I don't believe it either!

Our phone is connected to a Hub 4 in socket one using the adapter the installation engineer left with us.

Looking through the posts on here it seems like the adapters they give you aren't good enough or don't work, that it might need "ring capacitor" on it, so I suspect the one he left doesn't!

So, can VM ship me a working dongle or they can replace the handsets we've got (Gigaset C475) at their expense or give me compensation enough to cover the VoIP phone their tech support guys say we need? Or remove my landline entirely and reduce the price of my broadband package to compensate for not having a phone and we'll use our mobiles instead?

[Natalie_L]

Hi LordySharkFinz, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear you handset is now compatible with the new home phone set up, we appreciate this must be frustrating. 

Unfortunately not all handset are going to be compatible with the system. We do only provide the one adapter and would only be able to order a replacement. 

If you no longer with to proceed with the phone line, we would recommend speaking to the team to discuss packages for just TV and Broadband but this could potentially impact any bundle discounts on the account. 

If you wish to speak to the team, please do so on 0345 454 1111 / 150.

Thank you, 

[LordySharkFinz]

I think you misunderstand. When this is sold, no one says to you..."your handset won't work" or even "your handset might not work". I feel that VM should be telling people that they might need a new handset, but really should be providing an adapter that works. The installation guy didn't test incoming calls because of the number porting (well that was what he told me) from another provider. I think it's fair to assume that when you take a phone line that it will work with a phone. These aren't phones from the 1970s with the old pulse dialling, they're perfectly normal phones.

The adapter provided should work with all phones, or provide 2 adapters to work with a variety of phones.

Why are you not shipping the adapters with the ringing capacitor in?

Why when there is a problem don't you then ship a different adapter with ringing capacitor in it instead of fobbing people off with "buy a new handset at your own expense".

For the technical support guy half way across the world to tell me I need a phone with REN 1 or above is ridiculous. Where is this stated on any phone? I work for a telecoms company and if we tried this sort of thing with our customers we would be told to resolve it ourselves or be ejected from the premises.

On the bundle discounts, I'm on phone and broadband (no TV), but quite why this is cheaper than just broadband when you're getting less, is beyond my understanding I'm afraid. Can only assume you charge less for including more because you hope to make some money from phone calls?

But back to my main complaint, please can someone ship me an adapter with a ring capacitor in it? I know when my father in law had the same issue Vodafone they shipped him an adapter.

I think it's kind of an expected feature to get outgoing AND incoming calls and not just half a service!

[Steven_L]

Thanks for coming back to us LordySharkFinz. We only have 1 telephone line adaptor that we can send out to customers for the changeover and this should work with most phones. 

I will be sure to pass on your feedback to the team about how the changeover conversations should be handled. 

I would be happy to take a further look into this for you and see if there are any issues on the system that could be causing the loss of incoming calls. I will need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L
 

[Steven_L]

Thanks for confirming your details via private message LordySharkFinz.

I have looked into this and it could be an issue with the transfer of your number over to Virgin Media, I have raised this with our 2nd line faults team to look into this further for you, they will look into this with your previous provider and they will be in touch directly with you to discuss this further.

Kind Regards,

Steven_L

[LordySharkFinz]

Ok thanks Steven. Just make sure they don't try and contact me on the landline 😉

[Steven_L]

Thanks LordySharkFinz and I will make sure they call you on the registered mobile number on your account.

I hope that they're in touch with you very soon.

Kind Regards,

Steven_L

[LordySharkFinz]

Hi Steven,

Sadly I have not yet heard from anyone else on this matter.

But it has magically started working, so I guess someone did something at your end?

Thanks.

Simon.

[Robert_P]

Apologies for the delays in getting back to you LordySharkFinz but we're glad to hear this has now been resolved. 

If you need us again in the future please don't hesitate to get in touch here and we'll be happy to help.

Rob