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phone not accepting calls, number not recognised

After a longstanding problem with our landline I was told by an engineer to switch to a docis phone line that plugs in to Hub. It required us changing our number.  Was hooked up over a week ago and now the phone can dial out and the new number is displayed on my mobile when i ring it but if you dial our number you get a message that says number not recognised! Virgin do not seem to be able to sort this out! Apparently a 2nd line team is investigating but they have not been in touch with me.

I'm not sure what to do?

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