Virgin Media Community

[neilyoung1]

I'm hoping a forum team member picks this up.

I had this problem about 5 weeks ago and after about 5 hours from being passed from pillar to post, being cut off after being passed to a level 2 tech and then being told by India that they couldn't reconnect me as they would be fired, it was fixed, for all of a day or two.  I lost the will to live and really don't want to enter the lottery of will it be India or UK that answers again ...

I have Virgin landline and mobile.  I have call divert set up to divert calls to my mobile when engaged or if I set it to immediate for when I am out.  If someone calls my mobile directly and I don't answer, then the caller gets greeted with my voicemail and can leave a message.  If the caller calls my landline and it diverts, the mobile rings as expected.  However, if I don't answer it, the call terminates and the caller is not greeted with the voicemail message or given the opportunity to leave a message.  I have 3 mobiles with Virgin for the family and none of them greet with the voicemail on a call diverted call from the landline.

When I did eventually get through to 2nd line tech support, we worked out that the problem occurred around Christmas which is when you switched from EE to Vodafone for your service provision.  He claimed there were a large number of problems with the Vodafone integration but escalated this issue, and the next day it appeared fixed.  This only lasted a day or two though and now does not work again.

Is someone able to check this out and get it working again please?

[Kath_F]

Hi neilyoung1, 

Thanks for your post and apologies to hear this is a continued issue for you. 

We can certainly look into things for you but in order to do that, I will need to confirm some information with you. 

I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks,
 

[Kath_F]

Hi neilyoung1, 

Thanks for coming back to me on this one. 

It looks as though you may need to re-add the Voicemail on to the phone number you are diverting the calls too. 

Can you please click here and go through the diagnostics to add this back on? 

If this doesn't work, can you let me know if when calling the mobile number directly, if there is no answer do you get sent to Voicemail then or not?

Pop back and let us know. 

Thanks, 

[neilyoung1]

I have tried this on the mobiles and entered the IEMI number but you webpage gives the following error:

OOPS...

We're having a few technical problems at the moment. Our team are onto it and we're working as fast as we can to fix it.   

Yes, if you call any of the 3 mobile numbers directly, you are greeted with the voice mail and given an opportunity to leave a message if the call is not answered.  If the landline diverts to a mobile, then the call simply terminates after a set number of rings.  No voicemail message or opportunity to leave a message is given.  This was working perfectly for several years until Christmas and the silent switch to Vodafone. 

[Lee_R]

It does sound like you need to be talking to our 2nd line team again neilyoung1

I am going to send you a private message.

Regards

Lee_R

[Lee_R]

Hi @neilyoung1

Just a quick note to confirm you're satisfied with the response and efforts of the forum team?  Remember if you ever need assistance in the future, our fantastic community and forum team are always willing to lend a hand.

Regards

Lee_R
 

[neilyoung1]

It is still a problem.  It seems to be fixed and very quickly breaks again.

[Steven_L]

Thanks for coming back to us @neilyoung1, I can see that the ticket that was logged with our support team is still open and in progress, I will try to get in touch with the team to see if this can be looked into further ASAP.

Regards,

Steven_L

[neilyoung1]

Is there any update on this? Lee says your are looking at it now as he is off for a week.

Thanks

[Steven_L]

Thanks for coming back to us @neilyoung1, I have looked into this and cannot see any updates at the moment.

I will check into this further and chase with the team, to see if there is any response.

Regards,

Steven_L