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NickR50's avatar
NickR50
Joining in
11 months ago
Solved

VM landline not ringing nor showing on some mobiles, yet landline has ringing tone from mobile.

Has anyone else had issues with their VM landline not ringing nor showing on some mobiles, yet the landline has a ringing tone from mobile? I tried my work mobile on O2 and it worked, then I tried my...
  • KGriff's avatar
    KGriff
    11 months ago

    I’m seeing this issue too. If I try to call my Wife’s 3-Mobile from the virgin media home phone linked to the router I hear a ringtone in the handset but my Wife’s phone doesn’t ring - or show any sign of ringing. After 30 seconds or so it goes to her answer service/voicemail and I can leave her a message, which she gets. No problems ringing her from any other phone, including my mobile, just can’t get her mobile to ring from virgin home phone. Checked her iPhone and no calls are blocked and everything else looks fine. So can’t figure it out. I called Virgin and they said it’s a known issue and that the issue is on the 3 network side. I’m still trying to get it sorted.

KGriff's avatar
KGriff
On our wavelength
11 months ago

I’m seeing this issue too. If I try to call my Wife’s 3-Mobile from the virgin media home phone linked to the router I hear a ringtone in the handset but my Wife’s phone doesn’t ring - or show any sign of ringing. After 30 seconds or so it goes to her answer service/voicemail and I can leave her a message, which she gets. No problems ringing her from any other phone, including my mobile, just can’t get her mobile to ring from virgin home phone. Checked her iPhone and no calls are blocked and everything else looks fine. So can’t figure it out. I called Virgin and they said it’s a known issue and that the issue is on the 3 network side. I’m still trying to get it sorted.

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    11 months ago

    Hi KGriff 👋 Welcome back to the community! Thank you for joining this thread.

    Sorry to hear you are having an issue with making outbound calls to 3mobile numbers via your landline, glad to hear you have already raised this with the team and they provided an update that it is being looked into. 

    Hopefully it's resolved ASAP! Were you given an ETA or is it showing up on the outage / service checkers? 👉 https://virg.in/service or by calling 📞 0800 561 0061

    As the team have already raised it for investigation, sadly there's likely little further we can do to help expedite this, but please do keep us posted if there are any developments for us to be aware of!

    Wishing you all the best. 🌞

     

    • KGriff's avatar
      KGriff
      On our wavelength
      10 months ago

      Level-2 VM support called me back and said it was a ‘known’ issue on the 3-Network side of things and that VM had asked 3 to fix the matter, but could not say when that might take place. I’ve tried things again this morning (bank holiday Monday), but still not working so will try 3-mobile support next week. Have done the usual things of rebooting the router and powering off/on the Home phone & base station, but no joy. It used to work, so not sure what the problem is. It rings at the home phone end, but nothing shows at all on the Wife’s 3 mobile - it even goes through eventually (after about 30s or so) to her voicemail and I can leave a message for her. 
      No numbers at all on the blocked callers list on her iPhone - tried removing and wiping the SIM card too.

      Anyhow, we will see what 3 say about the matter in the next day or two and I’ll report back here.

  • NickR50's avatar
    NickR50
    Joining in
    10 months ago

    I have tried landlines from two relatives and they work perfectly well with my iPhone, so it's not the mobile network and landline handset. It has to be connected to the Virgin Media phone line. I am so fed up as no one from Virgin phones you back and when I call Virgin, they say there's nothing on my notes. It is the worst customer service ever, I am now looking to get out of the contract. Even the Virgin engineer when he came to change the router due to a broadband problem told me that the "VM Connect" app was useless and didn't work and said that Virgin Media knew that. 

    • Megan_L's avatar
      Megan_L
      Forum Team (Retired)
      10 months ago

      Hi NickR50,

      Thanks for coming back to us, we're sorry you feel so frustrated at this point 😥

      I can see that our colleague Ayisha has sent you a private message in order to get this issues looked at, please reply to her and she will continue to help.

      Thanks,

      Meg