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john-cleeve
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The number you have dialled has not been recognised

We get this when we call my wife’s mothers landline from our virgin landline, but can call her successfully from our mobiles. Others Can call her without problem and we can call other numbers from our landline.

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Megan_L
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Re: The number you have dialled has not been recognised

Hi John-Cleeve, 

Thanks for using the forums to get this issue with your landline looked into. I am sorry if this is causing some inconvenience and frustration. 

Can I ask which provider your mother-in-law is with please? 

When did this issue occur?

Have you been able to connect to her landline in the past?

Thanks,

Megan_L

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john-cleeve
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Re: The number you have dialled has not been recognised

She is with EE. It’s been like this for several weeks. It has been ok before that.

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Megan_L
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Re: The number you have dialled has not been recognised

Hi John, 

thanks for giving me that information.

We need to see where the issue may be, on your mother in law's receiving end or on the caller's side. Can you confirm the following for me please:
- I don't think EE provide landline services, so can you tell me if we are talking about her landline or is it her mobile? Can she receive any calls from other VM numbers and other mobile numbers? I'd like to know whether it's just your VM landline she cannot receive, or whether it's for all VM landline numbers.
Can you also confirm whether you get the same error message when you call from your own VM landline to other numbers, such as your friends/ family or does it only happen when you call your mother in law?

Thanks,

Megan_L

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john-cleeve
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Re: The number you have dialled has not been recognised

Hi Megan

thanks for looking in to this.

it is her EE landline - she has an EE broadband contract including the landline which I assume uses the bt network.

i don’t know if there are problems calling from other VM Landline phones. I am not aware of any.

We do not have the same problem calling other numbers from our landline. It is only a problem when we call my mother in law.

john

 

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John_GS
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Re: The number you have dialled has not been recognised

Thanks for coming back to us, John.

 

I've checked the system and see there's an open work order regarding this. This is currently with our Telephony team who will contact you when sorted.

 

Kind regards,

John_GS
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john-cleeve
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Re: The number you have dialled has not been recognised

Hi john

This is working again now thanks

john-cleeve

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Beth_G
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Re: The number you have dialled has not been recognised

Hi John-Cleeve,

 

Thank you for letting us know, I'm glad to hear it's working again for you now.

 

Let us know if you need anything else at all.

 

Have a great weekend.

 

Beth

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