No Incoming Calls

[SWoods1]

In the last few weeks we have started on the fibre optic broadband phone line. The phone has worked well for both incoming and outgoing calls. We bought a new Panasonic KX-TGJ3204E phone – an update of the previous one we had. This worked fine as well. However yesterday it stopped taking incoming calls – with message from anyone’s’ mobile “This persons phone is unavailable, please try later or try a text,” and just a tone from landlines. I tried all the standard stuff, switch on and off, reset the Hub 5, try a different phone etc. None made any difference. Next tried the help line for an hour and was passed through several people before the final one said it was something about my phone wasn’t correct - some value which I didn’t understand. I am sceptical as the phone had worked the day before and I have now disconnected the phone and I still get the same message. Outgoing calls are fine. I see that others have had this problem. I really need an engineer to come out and sort it out as I am very frustrated. I am paying for service I am not getting. Hope someone can help.

[Beth_G]

Hi SWoods1

Thank you for your post. Welcome to the Community Forums.

I'm sorry to hear you've been experiencing some issues with your phone line as of recent. We'll be more than happy to help you out with this.

I've dropped you a PM so I can start by taking the details.

Thanks

[Clarky2467]

I am also having same trouble I have been with vifi calling 18 months now and about two weeks ago it’s started saying number not recognised to all calls coming in I’ve tried calling on mobile by and virgin to my landline and it just states number not recognised but I can call from my virgin landline and it works fine I have not swapped no phone or anything 

spoke to staff who said re boot router which has now been done 4 times and no change can anyone help 

[Beth_G]

Hi Clarky2467,

Welcome to the forums!

Sorry to hear you're unable to receive incoming calls to your landline phone. I've had a quick look from our end and everything appears to be normal, but in this case we may need to send out an engineer to take a look.

I've popped you over a private message so I can assist further.😊

[Beth_G]

Hi @Clarky2467 

Thanks for providing your details via PM. After further investigation, we will need to send out an engineer to the home to fix the issue.

I've gone ahead and booked in the next available engineer appointment for you. You can view and manage your appointment slot here.

There are a few things you need to be aware of for the visit. There may be a £25 charge if:

•    The customer is not present for the technician visit (aka a missed appointment).

•    The fault is due to customer's own equipment.

•    The fault is due to damage caused by someone at the customer's premises which we were not aware of.

•    The fault is due to theft, loss, or removal of equipment.

Otherwise, the appointment would be free of charge.

Let us know how the visit goes and if you need anything else 😊
 

[Clarky2467]

• Thats great could you tell me tho what date you have put me down for as it’s not showing anything on the link yet 
• thank you 

[Beth_G]

Hi Clarky2467

My apologies! I will pop over a direct message now as we cannot confirm appointment times publicly.

Thanks,

[Qosmio]

Hello,

Have the same issue. We also have a Panasonic home phone.

Issue started yesterday (29/11/23). Can make outgoing calls but can't receive incoming calls. Goes straight to virgin media voice mail.

I have made sure voice mail on my home phone is turned off. Checked the connection / cables. Rebooted hub 5. With no luck.

Current setup:

home phone model: KX-TGC420E

Home phone connected to hub 5.

Virgin media hub 5 in router mode

Hub 5 firmware: LG-RDK_6.9.35-2302.6

Seems like the issue is on virgin medias side not the home phone.

Hopefully virgin media can resolve this issue quickly.

[Qosmio]

Hello. 

Still can't receive calls to my home phone. 

Please can someone from  Virgin media look into this issue. 

Thanks

[Kath_F]

Hi Qosmio, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've been having an issue with receiving incoming calls. Taking a look at things this end, it's not something that can be fixed remotely so we'll need to arrange an engineer visit to resolve. 

I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,