Connecting to wrong number even though number dialled is correct

[jock_183]

I have seen that others are experiencing a similar problem. I am dialling a Virgin landline from a Virgin mobile and sometimes get an answer from a completely unknown recipient, sometimes can get no answer from the person called. Yesterday, my intended call rang at the correct place and the person at the other end was hearing a conversation with a third party, completely different to the call I was hearing. This is truly messed up. The number I am dialling is set up on speed dial and works often enough to know it is correct, so I cannot be mis-dialling. The problem is happening often enough to warrant serious investigation. I am sufficiently worried to stop using the mobile to phone this number and use my own landline instead since I cannot guarantee who is being connected in. Can anyone say how to report this to Virgin Mobile? I can find no options for this sort of problem within the Virgin Media website.

[The_Hepcat]

Their phone rang, they answered, they heard nothing!

[Paul_DN]

Hi The_Hepcat,

Thank you for the above information, please ask your friend to reach out here and we will be able to run further checks and get them the help they need.

Regards

Paul.

[JohnPercival]

I had this happen to me again on Monday morning (10:38am, 17 Apr 2023). I am on a Virgin Mible SIM. 3x I rang the same landline, each time I got a partially garbled message that sounded like a removals company, then the 4th time I got through to the correct place. When I finally got through, they reported receiving calls that were partially garbled from a removals company.

It hasn't happened to me in months and then several of us experience it at the same time. This report really needs looking into!

[Chris_W1]

Hi The_Hepcat, thanks for the message and welcome back to the forums. 

I am sorry to hear that this is happening and this could be the provisioning. 

I will send you a PM so that this can be looked into further for you. 

Kind regards, Chris 

[mildenhall]

Hello. No one from VM seems to have replied to my post above. I had a technician visit 10 months ago and he said this "connecting to a wrong number" was a "back office account issue" and within 24 hours the issue was sorted. Sadly however the issue has started reoccurring. Callers to my landline are greeted by an answerphone to a Dr's surgery and I get someone on my phone expecting to talk to a Dr's surgery. I have a VM VoIP phone line. Have tried multiple landline phones, multiple different mobile phone brands, OSs and SIMs. Could you look into it again please? Thanks

[The_Hepcat]

@mildenhall

That sounds exactly as I was experiencing last year with calls going to a Doctor's surgery for some reason. I had wondered why the forum team were only replying to me... you seem to be worse off.

[mildenhall]

@The_Hepcat : I'm wondering if the move to O2 has caused the back office issue to reappear?

[Chris_W1]

This could be the case, I have sent you a PM Hepcat and once confirmed we will be able to check with the provisioning team. - Chris. 

[JohnPercival]

Can you explain a bit more about what this back office and provision stuff means? Is it a problem with the landline or with the mobile phone? I'm on the mobile phone end, but can ask the person at the landline end to take action if the problem is at their end.

Thanks! 

[Chris_W1]

Hi JohnPercival, thanks for the message, if this is the mobile which is affected we can ask our number porting team to check the provisioning of the number, it this is only affected to one number than it could be the landline which has the issue? Have they been able to contact their landline provider? ^Chris