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.

[Kath_F]

Hi Qosimo, 

Thanks for coming back to via private message to confirm your information. 🤩

I have booked you in for the next available appointment. To view this please sign in to My Virgin Media here 👉 My VM. Once you log in scroll down to Orders & appointments then click on View your orders. Please note it can take up to 24 hours to show but you should also receive a text message with the details. You can also view this in the My VM app. If you have any issues with accessing your account or unable to see your visit, please do let us know and we’ll pop you a message to pass data protection and confirm the appointment details.

Just to confirm, there will be no charge for this visit unless:

• ➡ The technician diagnoses the faults as not being caused by our network/equipment 
• ➡ The technician discovers that the fault or problem relates to your equipment
• ➡ The technician discovers that the fault or problem relates to any system that we are not responsible for
• ➡ The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment. If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the appointment goes. 😊

Take care.

[Qosmio]

Forum team,

Need some advice.

After reading a message from the forum team in another post.

'We are aware of an issue that was affecting some 21cv phone customers, this however was reported as resolved at 11.10am this morning.'

I rebooted hub 5, after which I was able to successfully receive an incoming call to the home phone. At 15.30.

In the morning Kath_F scheduled an Engineer visit to fix phone issue as "it's not something we can remotely fix"

Do I still need to proceed with the scheduled engineer visit? I'm not sure if something still needs fixing.

Thanks

[Kath_F]

Hi Qosmio, 

Thanks for coming back to us on this one and confirming that the landline is working again. 

Sometimes faults do develop but at the time, there was nothing showing. 

I can see you've since been able to cancel the engineer visit so no further action is required for now. 

If you start to experience further issues, pop back to us in the Community and we can provide some further support. 

Many thanks,