Telephony suddenly disabled in Hub 5

[Callinder]

When I received my Hub 5 some time ago I was moved to VOIP for my landline. Everything was fine until I tried to phone another landline, also VOIP, and got the engaged tone. I phoned using my mobile and connected with no problem. Checking my Hub 5, using the Web interface, I noticed telephony was disabled. Last week it was fine.

[Matthew_ML]

Hey Callinder, thank you for reaching out and I am so sorry to hear about this.

Did you try to turn this back on?

Have you managed to get this working?

[Tudor]

@Matthew_ML please see this post:

https://community.virginmedia.com/t5/Home-Phone/Landline-going-straight-to-answerphone/td-p/5544633

[Matthew_ML]

Thanks 🙂 

[Tudor]

@Matthew_ML see this for update and fix:

https://community.virginmedia.com/t5/Home-Phone/Landline-engaged-tone/td-p/5540051

[Callinder]

A few days after I made this post the landline was working fine and when I checked the router the telephony was now active.

[Callinder]

Thanks for the info but I'm not sure I had the same problem. After looking at the router log files it could have been an incorrect VM configuration file being downloaded. I'm in an area where the service has been "upgraded", no doubt for very good reasons, however this message in the router logs may be causing issues it seems.

US profile assignment change. US Chan ID: 13; Previous Profile: 11 13; New Profile: 12 13.

BTW I have no idea what this refers to and what it means but after retiring about 15 years ago I don't keep abreast of changes like I used to while working in Web Development and related issues.

[Megan_L]

Hi Callinder, 

Thanks for coming back to us, we're really glad your landline is now working correctly after a few days of downtime. 

Depending on whether it was more than 48 hours, you could be entitled to Automatic Compensation which will be added to your next bill 😊

I've checked your services on my side this morning and cannot see any issues so hopefully things are now fully resolved!

If that's not the case then please let us know.

Thanks,

Meg