HUB 5 Incoming telephone calls disconnecting

[yadesai]

Hi

I was recently offered a HUB 5 upgrade from a Hub 3

Whenever I get an incoming call once I answer the caller side disconnects and all I hear is white noise. 

I tested this by calling myself via my mobile phone. The landline rings but when I pick up my landline my mobile phone just disconnects but the landline stays connected until I hang up.

I have sent the Hub 3 back already. As all I tested was outgoing call from the landline which was fine. I now have been made aware that I am unable to pick up all incoming calls. I can make outgoing calls fine and get dial tone.

I have seen forum post dating back a year with the landline issues. However they all seems to describe total failure of the landline where as mine is half working.

Please could this be investigated by VM staff

[pripat]

This is exactly what has happened to me. Virgin says the landline wire isn't supposed to go into the hub but it is supposed to go into the wall. I had no issues with the Hub 3 but the Hub 5 cuts off when you answer the phone. They are sending an engineer though I haven't heard back from Virgin. Also, there was no adapter in the box.

[ozsat]

I've found I'm having this issue too.  First noticed it today with all incoming calls. It may have started a day or two before but don't recall any calls before today.

[yadesai]

Have you had any updates?

[ozsat]

No. Second line support think it is a setting in the account but still not working.

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@yadesai wrote:

Have you had any updates?

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[ozsat]

Technician visited - all he could no was change the cables which he did but didn't expect that would do anything - it did not.

Passing back to faults as he thinks it is a setting fault somewhere in the chain.

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@yadesai wrote:

Have you had any updates?

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[newapollo]

Hi @ozsat 

I noticed in another forum that your problems started  when you "found this problem on Thursday and was just after the addition of a pod to the account on Wednesday. "

In the hub settings does it show that telephony is active or disabled?

This is long shot but have you received the pod and set it up? If so turn the pod off (unplug it) , reboot the hub and see if the incoming calls start working again

[ozsat]

SH5 says 'Ready' and it clears the SH5 diagnostics - outgoing calls as well as incoming caller display are working.

VM have run line tests and everything clears - except the callback gets cuttoff.

Pod has been removed from the 'connect app' and switched off. But the pod was all working fine itself.

A factory reset was done with second line on 'phone  -  still the same fault.

But I still think somebody may have upset the account adding the pod to it.

Awaiting a call from VM on Monday following the result of the visit.

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@newapollo wrote:

Hi @ozsat 

I noticed in another forum that your problems started  when you "found this problem on Thursday and was just after the addition of a pod to the account on Wednesday. "

In the hub settings does it show that telephony is active or disabled?

This is long shot but have you received the pod and set it up? If so turn the pod off (unplug it) , reboot the hub and see if the incoming calls start working again

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[yadesai]

see forum team response

https://community.virginmedia.com/t5/QuickStart-set-up-and/HUB-5-Incoming-telephone-calls-disconnect...

[ozsat]

Anyone with the incoming issue also noticed that long duration outgoing calls get cut off?