Land line incoming calls disabled.

[Nosila1969]

Recently land line switched to VOIP? Using existing modem plus adapter sent by Virgin media. We can make calls, have got a clear dial tone but cannot receive calls. We have already got it plugged into the correct port.  Any ideas anyone? 

[Akua_A]

Hi @Nosila1969 

Welcome to our community forums and sorry to hear you have been unable to receive calls since the landline switchover. We can understand the inconvenience caused and we want to best help. I have sent you a private message to best look into this. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[Nosila1969]

Hello Akua

Thanks for your reply.

We made a bit of a break through this evening.  Well sort of.  Cause the incoming calls problem is a situation we are not totally unfamiliar with.  When we moved to Virgin Media in 2015 it took around 16 weeks for Virgin Media to find out why we could not receive incoming calls from non Virgin land lines and rectify the fault.  It was to do with porting.

Anyway, tonight we discovered my sister in law can dial our land line, the phone rings, we answer and can chat.  However my sister in law is also a Virgin Media land line customer.  Incoming calls from any other network landline and all mobile callers cannot get through.

We did spend all of Friday evening practically on the phone to Virgin Media.  The first call led us down a dead end but hopefully the second call will get us somewhere.  Virgin Media have promised to call us back after 4pm tomorrow.

Our suspicions are it is a porting issue again.

I am reluctant to provide our account number on the link as I cannot access this forum website directly from Virgin Media but do thank you for your interest.

[Ashleigh_C]

Thank you for popping back to us @Nosila1969 and we are glad you've been able to speak to the team.

Did they call back as expected? If so what did the recommend.

If you do require further assistance here on the forums then we do offer a PM so we can check information, pass security and help diagnose the issue. We can assure you the PM's are a secure method of contact, however if you are unhappy with this then it would be best to call us on 0345 454 1111/150 so the team can continue to help here instead.