Landline handset does not ring after switch to internet hub

[AndrewDC1]

Switched my existing landline hub phone (a BT Duet 550 phone) to the internet hub as instructed by Virgin. I can make outgoing calls but the phone no longer rings for incoming, but it does connect to receive the call from a mobile). Suggestions please?

[Carley_S]

Hi @AndrewDC1

A warm welcome to the community forums, glad to have you with us. 

Sorry to hear you're having issues with your landline after it's migration to the new IP system. Just to confirm, is it only when you are called by a landline number does the phone not ring? You mention it connects to receive calls from a mobile, does the phone ring when a mobile calls? 

[AndrewDC1]

Hi. The phone no longer rings when called by my partner's mobile. It was fine before the switch. I don't know if an incoming call from another landline would make it ring as it has not ring at all since the switch. Any suggestions?

The simple BT handset I have is over 10 years old but worked fine before the switch.

[goslow]

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@AndrewDC1 wrote:

Hi. The phone no longer rings when called by my partner's mobile. It was fine before the switch. I don't know if an incoming call from another landline would make it ring as it has not ring at all since the switch. Any suggestions?

The simple BT handset I have is over 10 years old but worked fine before the switch.

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Usual 'no ringing' explanation is that the phone requires a 'ringing capacitor' in the connection to generate the ringing sound (present in a traditional telephone master socket but not present when connected to the VM hub via the VM adapter).

Posts on here have reported some success with this item to replace the VM adapter

https://www.ebay.co.uk/itm/393200143905

(available from other suppliers too, it's a generic item - RJ11 to BT socket adapter with ringing capacitor)

If you happen to have an old ADSL micro-filter lying around at home you can check by connecting that between the phone and the VM adapter as the filter does contain the capacitor. Not really suitable to leave the ADSL filter in place permanently but suitable for testing purposes to see if the capacitor issue is the cause of your no-ringing.

Could be other reasons too but the above is most likely if you are willing to take a punt on the cost of the adapter and try it.

[Carley_S]

Thank you for confirming that @AndrewDC1

Please can you confirm that the adapter is plugged correctly into Tel port 1 at the back of the router with other equipment also plugged into the same line, like an answering machine. 

[AndrewDC1]

Ok. Thanks.

But it's a pity Virgin didn't warn customers about this potential problem with older phones and/or provide such adaptors themselves free of charge on request. For a change that is supposed to improve service levels, this was a poor start.

You might want to warn all customers this week that this could be a problem for some.

[Ems306]

Ive just changed to virgin and what a nightmare already been over a week and still no phone, same problem as above tried all asdl and rjll nothing worked, calling virgin is horrendous.... think ill check contract see if can still cancel

[Daniel_Et]

Hi @Ems306 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had and that you're thinking of leaving us 😔

What's happening exactly when you try calling the landline from a mobile phone?

Regards,
Daniel

[Ems306]

Hiya,  you can hear it ringing but the phone does not ring.

[Ems306]

Hiya,  you can hear it ringing but the phone does not ring.