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dial tone, can make calls, but can't receive calls

We have recently moved home and transferred our Virgin broadband and phone service to the new property.

The phone is connected to the back of a Super Hub 3. There is a dial tone, and I can make calls. The phone number is the correct number that we ported from the previous property.

However, the phone cannot receive any incoming calls. When we try to call it using our mobile phones, there is no connection made to the phone and it does not ring.

Any suggestions, anyone, please?

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Message 2 of 9
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Re: dial tone, can make calls, but can't receive calls

Dial 150 & speak to an agent, I had this issue when I changed from my Hub 3 to the 4 and after 24 hours it resolved itself, I later found that the self-service detected a line check failure and resent an activation hit. Could be the issue on this occasion!


** I work for VirginMedia but all opinions posted here are my own.
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Re: dial tone, can make calls, but can't receive calls

Thank you for the post Bapatterson and welcome to our community.

 

Have you been able to try an alternative wired handset on the line?

 

Let us know, Emily.

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Re: dial tone, can make calls, but can't receive calls

Dear Emily,

There is nothing wrong with the landline handset. It was working fine in the previous property. When I try dialling the landline from my mobile phone, I get three pips and the call terminates. The landline handset does not ring.

Regards,

Brett

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Re: dial tone, can make calls, but can't receive calls

Thanks for the update I've booked an engineer appointment for you using the forum information regarding this. 

 

You can check the details for this appointment on your online account and can reschedule on there if needed.

 

Thanks, Emily.

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Re: dial tone, can make calls, but can't receive calls

Which online account? The community forum account seems disconnected from the account with Virgin Media (which is in my wife's name).
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Re: dial tone, can make calls, but can't receive calls

This would be the My Virgin Media account. 

 

Thanks, Emily.

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Re: dial tone, can make calls, but can't receive calls

Sorry, I don't know how you can identify the correct account.

Using my wife's account I can't see any "engineering appointment".

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Re: dial tone, can make calls, but can't receive calls

This has been booked for you here, you can also check the app.

 

Thanks, Emily.

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