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chrispclark
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Landline disconnected tone but only from some numbers

This one is driving us crazy.
We have a Virgin landline phone.
Sometimes it gives a disconnected tone when dialed from other numbers.

Today we tried to call it from a phone on the Staines exchange. Disconnected tone.
Try it from a mobile phone, it rings fine.
Tried it again from a phone on the Staines exchange. Disconnected.
Nothing wrong with the phone as far as we can tell, it has a dial tone and can make calls.

Friends in Chessington always get a disconnected tone.

Engineers have checked the line and can find no problem.

Yesterday it rang fine from another exchange on the Staines exchange, tomorrow no doubt it will work fine again.

Other friends seem to have no problem calling the number, not that we get that many landline calls.

So, anyone else had problems with a random disconnect tone, that works fine from other phones at the same time ?





 

 

 

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nick_london
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Message 2 of 12
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Re: Landline disconnected tone but only from some numbers

Hi

Are you new customers?

Also when you dial your mobile, is the right telephone number showing?

This seems like a fault at the head end rather than with your line or handset.

If your telephone number is new, it sometimes takes a few weeks for other phone companies to recognise your phone number. 

Overall this needs investigating by Virgin Media as it’s a fault at there end and is an inconvenience.

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chrispclark
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Message 3 of 12
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Re: Landline disconnected tone but only from some numbers

No, the phone has been on Virgin for years.
Yes, the correct number shows on the mobile when dialing the landline.
Virgin just passed it to BT who says they can not find any fault.
Have someone else in Chessington to test and they get disconnected, even when at the same time we can get through from Staines.
Yet again this morning we get disconnected from Staines but  that just comes and goes.
Vet frustrating, will try Virgin again.

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nick_london
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Message 4 of 12
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Re: Landline disconnected tone but only from some numbers

It depends on if it’s a BT line in Staines or a Virgin Media one as they are not the same exchanges.  

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chrispclark
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Message 5 of 12
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Re: Landline disconnected tone but only from some numbers

It's a BT line from the overhead street wires as far as I can tell and zone RED on Virgin when we test.
Someone else has called it via their mobile, so now engaged when we try from our mobile as well but still disconnected when we try it from another landline.
Very strange.

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Forum Team (Retired) Kaz_A
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Message 6 of 12
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Re: Landline disconnected tone but only from some numbers

Hi chrispclark

It does sound odd.

I have a few questions to just ask if you can confirm them for me thanks Smiley Very Happy

  • Is the number one specific number or every number in the Staines area?
  • If it's just the one number has this been an issue always or just recently.
  • Does this number belong to BT?

If you're not sure I can check for you.

Pop back and let me know the answer to the above.

Thanks

Karen


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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chrispclark
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Message 7 of 12
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Re: Landline disconnected tone but only from some numbers

Hi Karen,
The phone in question is on the 01784 exchange in Staines but moved to Virgin Media may years ago.
It is on Virgin Zone RED and passes the troubleshooting web test page with no problems,
It all started a few months ago when calls from a relative in Chessington never got through and they just received the disconnected tone on dialing the number.
Reported out both ends (Chessington SSE, Staines Virgin) but neither end could find a fault.Everyone else appeared to be able to get through fine.

A few weeks ago the problem started appearing when calling from another phone number on the Staines 01784 exchange (BT Phone), with that getting the disconnected tone as well.
That sort of came and went for a couple of weeks, now it is permanent disconnect tone.

Just asked a neighbour (also on 01784 Staines) to call the number in question, that rings fine.
They are on Talk Talk.

Mobile calls to the number in question always appear to get through fine (from the limited number we have tried).

Thanks.

 

 

 

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Forum Team (Retired) Kaz_A
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Message 8 of 12
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Re: Landline disconnected tone but only from some numbers

How odd?

Do you mind popping me the full number on a PM Chris?

  • Click on my forum PM link Karen_A

Many thanks

Karen


Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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chrispclark
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Message 9 of 12
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Re: Landline disconnected tone but only from some numbers

Same problem is back again after being fixed in February. Can anyone help ???
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Forum Team
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Message 10 of 12
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Re: Landline disconnected tone but only from some numbers

Hi chrispclark,

 

Thank you for your post. I'm sorry to hear this. 

 

Are you still having this issue today?

 

^Martin

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