Landline access

[goosea]

When we dial some of our contacts, we get a voice saying "this number is temporarilly unavailable". This occurs only on some numbers in different exchanges. Those same numbers ring out OK if we call them from a mobile. For example, this happens on numbers in Somerset, Devon, Sussex, Buckinghamshire and we are in Hampshire. All our local calls are OK and many of our other contacts in other exchanges are OK. This must be a network issue where the Virgin network is not handshaking with other networks.

[David_Bn]

Thanks for reaching out to us @goosea, and welcome back to our Community Forums!

Sorry to hear of the issues you've been experiencing on the services. 

Can you please confirm if you're aware of what network the landlines are on that you're struggling to go through to on our landline services?

Thanks

David_Bn

[goosea]

At least one is BT in Somerset,  one is Caravan Club in East Grinstead,  so don't know, the others, I have no idea. 

[David_Bn]

Thanks for coming back to us @goosea.

Can you please confirm if you've performed any diagnostics on the hub when attempting to make calls to these phone numbers?

Have you performed either a reboot or even a reset before making a call to one of the troublesome landline numbers?

Thanks,

David_Bn

[goosea]

Yes the hub has been rebooted.

[Zach_R]

Hi @goosea,

Can you please clarify how you performed the reboot? Along with this, is it possible for you to try another landline handset so we can rule out this being potentially equipment related?

Thanks,

[goosea]

Reboot was done by switch off. 3 handsets in house, all the same. 

[Zach_R]

Hi @goosea,

Can you please instead unplug it via the mains whilst it's still powered on? After this, wait at least 30 seconds and then plug it back in to allow it to boot up again.

Let us know if that helps at all.

Thanks,
 

[goosea]

That has cured it, all fine now thanks. How can that affect those calls?

[Zach_R]

Hi @goosea,

Thanks for the update. I'm glad to hear that worked. Sometimes if there's a connection issue, a firmware update is pending, or some other connection related issue, we'd always recommend performing a hard reboot like that in the first instance as it often clears a lot of those issues quickly.

Let us know if there's anything more that we can help you with.

Thanks,