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Gordon_Scotland
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Landline Phone not receiving calls

Help please!! We switched to Virgin Media at the beginning of March and since then we have been unable to receive incomming calls. The hospital and others dialling can hear the phone ringing out and can leave a message but we do not hear anything and have no way of obtaining the messages.

We can however dial out.

This has now become urgent as already missed two hospital messages (thankfully via mobile) but concerned about other calls.

We have submitted two complaint forms and a letter but have had no response, can anyone please help?

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Steven_L
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Message 2 of 18
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Re: Landline Phone not receiving calls

Hi @Gordon_Scotland

 

Thanks for taking the time to post your issue on our forums.

 

I'm really sorry to hear of the issues that you're having with your landline, when you came over to us, did you port your number or take a Virgin Media number? 

 

Regards

Steven_L

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Gordon_Scotland
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Re: Landline Phone not receiving calls

Hi Steven, thanks for replying. When we were at Sky we had two numbers, one internet phone and a landline. The wrong number has been set-up by Virgin as they have set-up the land line using our internet phone number. The number was not ported across from our internet phone supplier.

Originally I noticed a "temporary" land line number on our account that has now been changed to the (incorrect) internet phone number.

Consequently our telephone is "live" in both places and I fear that we will be charged by both for certain calls not covered by respective tariffs.

Please try to help as we haven't received a call since early May nor felt comfortable making a call.

I think all that is required is for Virgin to change the land line number back to the temporary one or allocate another number and then for someone to advise on the router setup.

We never had this problem with Sky or with Virgin previously so assume it's related to the incorrect allocation by Virgin of our existing land line number.

Thanks

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Travis_M
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Re: Landline Phone not receiving calls

Hi @Gordon_Scotland

 

I'm going to Private Message you now in order for us to confirm a few details to get this sorted for you, please keep an eye on your inbox.

 

Regards

Travis_M
Forum Team



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Corey_C
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Message 5 of 18
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Re: Landline Phone not receiving calls

Hi Gordon_Scotland,

 

How has things been since your post?

 

Cheers,

Corey C

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Gordon_Scotland
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Re: Landline Phone not receiving calls

Hi Corey_C and thanks for asking.

No progress I'm afraid. still dont have a land line to receive calls.

I exchanged PM's with Travis_M who had hoped that he would have fixed the problem however not so.

Instead of just "dialing out" when calling but without ringing at home the message now being received by callers is "This number has not been recognised".

We really have been let down by Virgin, who don't appear to have anyone who can recognise the problem and fix it.

PS my number is still live and I can still dial out - just unable to receive calls.

Gordon

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Corey_C
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Message 7 of 18
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Re: Landline Phone not receiving calls

Cheers for the reply and update, Gordon,

 

I'll escalate this to second line fault to have a look at the call routing

 

Thanks,

Corey C

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Gordon_Scotland
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Message 8 of 18
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Re: Landline Phone not receiving calls

Hi Corey_C, regrettably so far there has been no change, I still don't gave a land line that can receive calls and I still don't have any response to my complaints.

Gortdon

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Gordon_Scotland
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Message 9 of 18
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Re: Landline Phone not receiving calls

Hi Steven_L, regrettably I still do not have a land line that can receive calls and I still don't have any replies to my complaints.

Gordon

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Gordon_Scotland
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Message 10 of 18
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Re: Landline Phone not receiving calls

Hi Corey_C, any news on the escalation as it all seems to have gone quiet.

We have now been without a landline since our switch to Virgin in early March and nobody seems to be able to understand or fix whatever Virgin did on our switch.

In over two months we would normally have received numerous inward calls, all of which have been responded with "the number you have dialed is not recognised" - despite having had the same number for over twenty years.

PLEASE help as "second line fault" doesn't appear to have changed anything our end.

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