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RonLee
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Virgin landlines do not recognise my Giffgaff mobile number

Found this when my wife could not contact me, getting message "the number you dialled has not been recognised".  I've since been shuttling between Virgin and Giffgaff to try to resolve it. Had a new sim card, tried it in another phone.  Number has not been blocked.

I then messaged some friends asking any who had a Virgin landline to phone my mobile.  7 responses, all got the "not recognised" message.

Latest Giffgaff reply states 

there is no bars in place that would prevent you from receiving calls from any landline, this narrows down the issue with Virgin on checking further I see that this seems to be a common issue now with virgin landlines calling different networks. What Virgin seems to have done is deleted your number from their exchange, what we would suggest is to contact Virgin for them to check their exchange information

Just come off a call to Virgin  The call handler contradicted Giffgaff but couldn't suggest anything. It went quiet and 20 minutes later the call was cut off.  Similar thing on Monday but that call was lost whilst being transferred to someone else and I didn't try again.

How can I escalate this?

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Paulina_Z
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Hi @RonLee,

 

Welcome back to our Community!

 

We're sorry to hear about your ongoing issue. Would you be able to try some following tests for me?

These will help narrow down to where the issue is.

 

Can you please get a family member or a friend who is on a different network to GiffGaff to see if the landline rings.

 

Please test the following:

  • Non GiffGaff mobile to landline
  • Virgin Media landline to landline
  • Non Virgin Media landline to landline

Let us know what the results of those are so we can investigate further.

 

Thanks!

 

Paulina_Z
Forum Team



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RonLee
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Hi Pauline,

Have just carried out the 3 tests (chance to catch-up with various daughters) and all 3 formats get through to my landline.

Hope this helps

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Paulina_Z
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Hi @RonLee,

 

Thank you for getting back to me.

 

Can you tell me what mobile carrier the mobile was using to call the landline? We want to see if this is a potential network issue or possible carrier issue.

Can another number provided by GiffGaff get through to your landline?

Can your partner's/ family's number contact other Virgin Media landlines?

 

Would you be able to log the dates and times of the calls in case we need to raise a ticket?

 

Please complete the above instructions and get back to us when you can. 

 

Thanks!

Paulina_Z
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RonLee
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Hi Paulina

Non Giffgaff was Sky , call 3.55pm 

Virgin landline was 3.45pm

Non Virgin landline was 4.15pm

Another Giffgaff mobile called my landline at 7.39

2 daughters made Virgin landline to Virgin landline contact at about 6.00pm

All calls made 10th March

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Robert_P
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Thanks RonLee, that's really helpful. 

 

We're going to look into this further and will update you here as soon as we get an update. This should be within the next 24 hours. Apologies for the delays.

 

Thanks

 

Rob

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RonLee
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Re: Virgin landlines do not recognise my Giffgaff mobile number

24 hours would have been nice but it's now 7 days . . . . . . . 

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Zoie_P
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Re: Virgin landlines do not recognise my Giffgaff mobile number

Hi RonLee, 

I am so sorry about this I will pop you over a pm and we can look into what's going on

Zoie

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