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barney98
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phone not ringing

just joined virgin 8 days ago for broadband and phone. The problem is that the phone is not ringing when someone calls. I have a truecall call blocker that was fine with plusnet but not with virgin. I have to keep checking the truecall unit to see anyone has rang, ie flashing light.

Have spoken to customer services and they rebooted the router and then they rang me and the phone rang. SUCCESS! NO. Since then it has not rang but we are getting the flashing lights.

If i cant sort this i will go back to plusnet within the 14 days cooling off period.

Truecall have said that virgin need to turn on caller ID. When i mentioned this i was told virgin dont have caller ID. Fed up.

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Gareth_L
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Re: phone not ringing

Hello barney98

Thanks for your post 

Sorry to hear about the issues with your calls 

Just to confirm we do have Caller Display 

Let me send you a Private message to get your account details 

Are you using our Line connected to your Hub. 

Gareth_L

 

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Gareth_L
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Re: phone not ringing

Thanks for those details barney98

I have had a look and we currently have an issue with our Phone lines 

This is causing intermittent service with the phone line 

The fault is due to be reviewed on the 06/02/2021 

If you need an update can you pop back on here and quote reference number 

F008696776

You can also get an update by calling 0800 561 0061 

Gareth_L

F008696776

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barney98
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Re: phone not ringing

Hi Gareth,

Yes the phone line is coming through the hub. Purple zone whatever that means. I cant wait until February to sort this out. I am having to watch the truecall unit unit all the time which is time consuming as i am a carer for my wife( we also have a fall alarm linked to a 24/7 call centre)

Also i keep getting a message that the  security is not up to date and that virgin are using an out of date system. I`m at my wits end here Gareth and could really do with someone coming to my house to sort it to let me concentrate on looking after my wife.

Paul

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Gareth_L
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Re: phone not ringing

Hello barney98

I can arrange for an engineer to cone and check the line if that helps 

But the Trucall device is not something that we are trained or able to helpwith as its a 3rd party product 

Have you mentioned to the manufacturer of the device that you are using what we call Voice over Internet 

Gareth_L

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barney98
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Re: phone not ringing

Hi Gareth,

Yes i would be grateful if an engineer can call and sort it out for me. The truecall device is not complicated it just needs the caller ID turned on at your end. Will the engineer also look into this security issue for me as it is above my capabilities to rectify.

Thank You Gareth

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Gareth_L
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Re: phone not ringing

Thanks for replying barney98

We can check caller display from this end as well

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
But I just need to advise you the engineer will not be able to assist with the alarm, again this is a 3rd party service that we are not authorised to touch

Gareth_L

 

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Gareth_L
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Re: phone not ringing

Thanks barney98

I have booked the first engineer appointment we have available
You can check and reschedule this appointment through your online account if you need to
You can also cancel it if the fault has gone 
Can you please let me know how the visit goes 
Gareth_L

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