Virgin Media Community

[jezlinho]

Today, I experienced an issue which was that I was not able to make any calls to Hong Kong even though I have a Talk Anytime International package. Each time when I phoned a Hong Kong number, an engaged tone was heard. I called a Hong Kong number just 1 day ago and it worked but today it stopped working.

It appears that another customer who tried to phone a Mainland Chinese number also has issues according to his/her post in September 2021.

Please resolve as soon as possible.

[Tom_W1]

Hi @jezlinho thanks for your post although I'm sorry to hear of your concerns raised.

Are things any different this morning for you, as there aren't any known outages that are restricting customers from phoning Hong Kong - are all other calls in the UK working for you?

Can you please also try to reboot your Hub, check all the connections to your landline and try again?

Many thanks

[jezlinho]

Hi, as of this morning, the same issue is still occuring. I can make international calls to USA but not to Hong Kong. I have also phoned Hong Kong successfully using my mobile so there's definitely something wrong with the connections from Virgin Media. I have reset my Hub twice and the same problem is still present. Please resolve asap. Thanks.

[Tom_W1]

Hi @jezlinho thanks for your reply and confirmation that's much appreciated.

I can see that you got some assistance with trying to get things sorted before you posted on this thread. 

That particular team you spoke to are the people who are best to resolve this issue (if you hadn't have spoken to them, I would've asked them to get in touch), so if things still haven't been resolved yet please be assured we'll reach out to you again soon on this matter so we can get this fixed for you.

We'll be in touch as soon as we can to get this matter resolved.

Many thanks

[Carley_S]

Hi @kingkobeda

Welcome to the community 

Sorry to hear that you're having issues with your landline. Is this also an issue calling Hong Kong? Can you confirm that the number you are calling is active? 

[jezlinho]

This is an issue calling Hong Kong landline numbers. The various numbers I am calling from my landline are definitely active - it actually happens to any Hong Kong number. I understand that this is a re-routing issue.

[kingkobeda]

Yes the number is active and I only have this issue calling any number in Hong Kong, I have tried calling the USA and France with no problems, this issue only arises when I try to call HK.