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Culwenspoint
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Just joined Virgin - Phone Issues

Hello,

I tried looking to contact Virgin but I think they've disabled all their communications... so I am posting here as a final resort. Hoping I get some response on an official capacity, or just some helpful information from current users.

I'm a new customer to Virgin and have moved from BT. I have requested that my old number is ported to Virgin. FYI: Left BT 11th December. Initial install date for Virgin 11th December, postponed and finally installed 29th December.

However, when trying to call the landline number or vice versa, sometimes it rings, sometimes it doesn't. When I do get through (testing with my mobile that isn't Virgin), there is a constant "The phone number is not recognised." on both sides of the call. Eg both my Virgin phone and mobile.

I have ran a test on the Service Status and it says there may be an issue with the voltage. It recommends that I need someone to check but there's no option to on all the Help, as it just goes around in circles which is annoying.

I'm stumped at what I can do at my end. How best can I tackle this or even reach Virgin?

Any suggestions?

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Gareth_L
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Re: Just joined Virgin - Phone Issues

Hello Culwenspoint

Sorry to hear this has happened 

I am more than happy to take a look at this for you 
I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Re: Just joined Virgin - Phone Issues

Hi Culwenspoint

Good news the BT number is active on your account 

I can see you have rebooted the hub recently as you have VOIP 

So I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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Gareth_L
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Re: Just joined Virgin - Phone Issues

Hello Culwenspoint

Quick message to see how the visit went

Hope the line is back up and running now 

Gareth_L

 

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Culwenspoint
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Re: Just joined Virgin - Phone Issues

Hello Gareth,

Engineer replaced the Hub 3. And figured out that the old phone was still connected to the old provider, which explained why there was overlapping voices.

Replacing the Hub 3 also has solved my broadband issue. It still drops out now and then but it's much better.

Thanks!

 

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Gareth_L
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Re: Just joined Virgin - Phone Issues

Hello Culwenspoint

Thats such a relief to know its all working now 

Thanks for the update and sorry for the inconvenience this may have caused you 

Gareth_L

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