Before I start explaining the issue, I've already called Virgin support, had an engineer out, and have been texting back and forth with said engineer for a couple of weeks (who has asked his manager for help as well) and everybody seems to be at a loss for what the heck to do.
I recently (a couple months ago) switched my home phone and broadband service from Sky to Virgin. My previous phone number was ported from Sky to Virgin.
I noticed that I wasn't able to receive some calls on my home phone, specifically from my and my husband's Vodafone mobiles. Some calls seem to be coming through okay from other mobiles or landlines, but if we try to call from our mobiles, it either just immediately hangs up (the call fails) or we get a "The code and number combination you have dialed is invalid. Please check and try again. You have not been charged for this call" audible message before the call disconnects. It doesn't matter if we're on wifi or on our mobile network, and I can call from the Virgin home phone to our mobiles just fine, however. So it is a weird, selective issue.
I wasn't having any issues calling my mobiles with this same number on Sky.
The thing is, when I first went into my Virgin Media account online to run a test on the number, it showed a fault. It actually showed two lines, one being my phone number as normal, and one being my phone number followed by "@imsvmnet." The second @imsvmnet number said "We've found an issue with your phone number being out of sync with the rest of your equipment." Since the engineer has come out and he's made calls to the porting team to fix it, that second line has disappeared, but I am still getting an error detected when running a self online test on my line. It just keeps asking me to restart my hub, which makes zero difference. Everyone the engineer seems to talk to says that although it's showing a fault on the test, they can't find anything wrong, and no one knows what to do. I'm getting really frustrated now as we specifically have the landline for emergencies and it is of no use to me if I can't ring from our own phones on it!
If anybody has any idea what to do (even though I've already done everything I possibly can) or who to get in touch with to actually get this resolved your advice would be appreciated... maybe completely refreshing (removing and readding) the line to my account? Anything?
Since posting this, I’ve had other friends test and I’ve had a couple of them unable to get through from their mobiles on various carriers as well. It is not intermittent, the numbers that can get through seem to always be able to get through, and the numbers that can’t never can. Obviously something wonky went wrong with the port and it needs to just be set up again from scratch, but I’m not sure why no one is able to do this or get me any answers or fix my line. The engineer just keeps saying to leave it with him but then I don’t hear anything, it’s been another week or so with no contact.
Thank you, Paul! I appreciate it. Hoping they have some more answers. I think my local engineer has already spoken to the ports team who fixed the initial issue with my account showing my number as two separate lines, but my account still shows a fault on my line when I self-test online, but they can’t seem to find anything when they run any of their tests. I’m hoping they have a way to fully remove/readd or refresh the line and clear up whatever went wrong.
I'm sorry for the ongoing issues that you're having with your telephone line at the moment, we have sent this over to our specialist telephony department, the appears to be an issue with the porting data on the network of your former provider, the telephony department will escalate this to them for a check to take place and once this is done the team will be in touch with yourself to let you know that it has been resolved or what they will be doing to get the issues resolved.
The team should be in touch within the next 24 hours, please let me know if this doesn't happen and I can chase this for you.
Regarding your account being in credit, we can discuss this further once the issue has been fully resolved, so that any credit can be applied as one payment.