on 18-12-2021 12:47
For the week we've been having issues with our landline, it's been crackling really bad, when people have tried to call it would ring for them 1 - 2 times, crackle and hang up, and from our side it's been very loud crackling with a fair dialing tone, it doesn't even ring on our side when someone calls. So I reported it and they sent out a tech yesterday, he mentioned about people being switched over to VOIP in the next 6 - 12 months and did we want to do it now rather than later, so we agreed. I also had a hub 5 upgrade that we were going to install, but he did that also.. however, the VOIP still isn't working and our net has disconnected a few times today, I'm assuming it's trying to connect to the phone, I also noticed in the router it says telephoney error. The tech asked us to call him if we were still having problems but we now can't get a hold of him.
I just want my phone line fixed, this is the 8th day we've not been able to use the landline. Might need to request credit on the bill at this point.
Answered! Go to Answer
on 18-12-2021 13:16
Hello Nashota
Sorry this has happened
I need to be the bearer of bad news
VOIP is only available now with the Hub3
The Hub5 wont allow this to work
I can arrange for this to be switched back to Hub 3 if that helps
Gareth_L
18-12-2021 13:01 - edited 18-12-2021 13:03
Other topics on the hub 5 have mentioned that it is not ready to carry the VM 21CV phone service yet.
Customers with a phone connection from the hub should not have been sent a hub 5. Those affected have had to go back to the hub 3.
https://community.virginmedia.com/t5/Home-Phone/Hub-5-phone-line-isnt-working/td-p/4885307
on 18-12-2021 13:16
Hello Nashota
Sorry this has happened
I need to be the bearer of bad news
VOIP is only available now with the Hub3
The Hub5 wont allow this to work
I can arrange for this to be switched back to Hub 3 if that helps
Gareth_L
on 18-12-2021 13:32
on 18-12-2021 13:41
That was great timing Nashota
Lets hope he gets this done sooner rather than later
It is true about the upgrades to VOIP
The sheer amount of Customers we need to contact and upgrade it will take a good 6-12 months minimum
Gareth_L
on 18-12-2021 13:44
on 18-12-2021 13:48
Sorry Gareth, I missed your post.
Ok, I'll try and wait for him to get back to us, but if it's too long, I'll post back on here again if that's ok?
Thanks for the info and for offering to help.
on 18-12-2021 13:49
Hi Nashota
Lets get this sorted then
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_
on 20-12-2021 15:42
So the tech called back and he's talking about installing the hub 4? I told him what had been said on here again.
on 20-12-2021 15:49
See how the visit goes Nashota, and wait to see if the line is working before he leaves
I know the Hub 4 does work with VOIP
Gareth_L