Outgoing calls redirected to Virgin Media

[subhash06]

Problem in the title. My partner's grandmother has a virgin Media landline and whenever she tries to make a phone call it automatically redirects to Virgin Media. Virgin's site says there are no issues in the area. Anybody ever encountered this before? How did you resolve it? (She doesn't know her memorable word, which isn't helpful)

[Emil62]

Has her bill payment gone through/are payments up to date on the account?

This could happen if she's accidentally missed a payment and the account has been restricted.

If that's not the case and she needs to speak to the faults team, they shouldn't require a password of any sort, in fact anyone can report a fault with the service as no DPA/GDPR issues need to be discussed.

[goslow]

Has she had a notification of VM doing a phone switchover moving her landline service from a telephone socket on the wall to a phone socket on the back of the VM hub?

It has been mentioned on here a few times that VM has been locking outgoing calls to 150 when the customer has not made contact about the switchover.

Sometimes though the customer claims to have had no notification from VM.

https://www.virginmedia.com/help/landline/fibre-phone-faqs

It should be possible to change the memorable telephone password online in MVM as per info at message #2 here

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Cancellation/m-p/5223354

[jan1952]

My elderly friend has the same problem.  Help!!

[Daniel_Et]

Hi @jan1952 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear your friend is experiencing this problem 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel