Need more rings on landline

[n1e23i4l]

Mother in law needs more time to answer the phone. I reset her base until to switch her external answer machine on after 9 rings. The phone stopped ringing at 6 and a Virgin answerphone (we didn't know there was one) kicked in.

Rang customer services and they had no idea and called a technician out. He agreed nothing requiring a technician and spent time on the phone getting the voicemail turned off.

The voice part has disappeared but the phone still rings 6 times and stops. Nothing to do with her answerphone because it still does it with it turned off.

Rang customer service again but told nothing to do with them. My personal landline has the same set up and rings continuously with the answer machine off so I think it is Virgin's problem and their call centre staff need better training.

[Ayisha_B]

Hi @n1e23i4l 👋,

Welcome back to our Community Forums and thanks for your post. 

I am sorry for the poor experience. It's not the level of service we aim to provide. 

We can extend the rings up to a maximum of 10 providing the landline has not switched over to 21 CV.

I will pop you a PM 📩 so we can take a closer look into this.

Speak soon!

[n1e23i4l]

I've replied, but to be clear we want any Virgin answer machine tech switching off in which case the phone can ring continuously. There is no limit of 10 rings when the answer machine option is off. I've just tedted it on my own phone. 

[Ayisha_B]

We can switch off Virgin voicemail but the maximum ring extensions we can do is 10. 

[n1e23i4l]

That doesn't match what happens on my phone but I'll take 10 if that's the best you can do. Thanks. 

[n1e23i4l]

Also, you've already switched off the voicemail, I guess, because the woman's voice no longer speaks after the phone stops ringing at the same number of rings. 

[Ayisha_B]

I'll respond to your PM and we can take it from there 😊

[Ayisha_B]

Thanks for your time via PM @n1e23i4l 

As discussed, I've raised a work order for the rings to be extended to the maximum. 

This change will take 24 hours to update. 

Keep us posted 😊

[n1e23i4l]

I was hopeful, but not only is it still ringing 6 times but the voicemail is back on. Whoever got the job on your work ticket has failed. 

[Daniel_Et]

Hi @n1e23i4l, thank you for your post. We're sorry to hear this.

I can see you've sent a private message to my colleague. She'll respond as soon as possible.

Regards,
Daniel