New digital "VOIP" service not working
Hi I noticed about a week ago that our Virgin landline was not working. There was no dial tone and if you try to call the landline you just get a message saying the call cannot be completed. I also tried calling the landline with the phone removed from the wall socket in case the phone was faulty but no difference. I called VM and a very helpful gentleman said it was because my area had been switched over to "digital VOIP". I was a little surprised about this because although I had received emails about the switch over I had not received anything indicating that it was actually happening to my line, but the Virgin rep assured me that this was the reason. Just as well I do not use the phone line for any emergency services!! After asking a number of questions to verify that I qualified for the switchover the Virgin rep said that he would send out an adapter and when it arrived just plug it in to port 1 (upper port) of the phone socket in the router and then power cycle the router and the phone should switch across. The adapter arrived yesterday and I followed this procedure but nothing has changed. No dial tone at the phone (I've tried two separate phones) and if you dial the landline number you still get the can't connect message. Checking the router the status overview indicates that telephony is disabled, so my guess is that VM haven't enabled my router for telephony. I was wondering if someone from VM could check into this for me. Thanks Will
Getting called by Virgin Media sales team several times a day but operator cannot hear me.
I've been getting calls several times a day from the Virgin Media sales team, and every time I pick up, no matter what speaker setting I have, nobody can seem to hear me. I can literally scream down the phone, put it on speaker, put my headphones in, and nothing. Just the operator going "Hello? Hello? Hello? Can I speak to [name]? Hello? Hello?". But of course this is also only from the sales team, as Virgin Media have failed to do anything about my ongoing issue with my emails which I've been trying to get a resolution for for over a month now. Please can somebody help me with BOTH of these issues as I'm absolutely exhausted dealing with a service that not only won't help me but is actively making my life more miserable by calling me over, and over, and over again just to say "Hello?" a bunch of times and hang up.
Landline fault of vulnerable person!
Mother-in-law is in her late 80's and relies on phone for contact with family and carers. She has a Telecare falls monitor but I believe that is working off a mobile signal. There is no dial tone at the house and if you ring the number it shows as engaged constantly. There doesn't appear to be a fault with the phone handset, it seems to be a problem with the line. I checked online and no faults have been recorded in her area, but I cannot find anywhere on the Virgin Media site to report a simple line phone fault without going into account holder details. I've have contacted 150 but the AI sends you around in circles trying the different options. When I finally get through to an operator, they can't find her account, then tell me their carrying out line checks, only to be disconnected after 25 mins. Could I have some help please?Telephone disabled in new Hub 3
I recently received a replacement Hub 3 for one that was showing a solid red light, but I've just discovered that the phone is not working. History, the red red light appeared on the old Hub 3 about Jan/Feb 2024 and it came with some WiFi issues intermittent loss of signal/slow down in speed/loss of internet. So I brought myself a router and switched the Hub 3 to modem mode. And everything worked. This year my contract was up in May and I finally got around to getting a replacement. The first one to turn up was damaged in transit (There was something loose inside the Hub). The second turned up I plugged it in changed the password and switched to Modem Mode. And then I went away on holiday. Today I go to use the phone and no dial tone. Signed into the Hub settings and it says Telephony (Disabled) Is that because the Hub is in Modem mode, or is there another problem? Thank you for your helpScam mobile calls from India on landline
I have started receiving a lot of calls from supposed UK mobile numbers (a different number every time), 20 calls to date, all between 09:00 and 17:00 Mon-Fri. Initially we answered the calls as we did not know who was calling, lately we have just let them go to voicemail. When you answer the phone it is always someone saying they are from Virgin Media and that there is an issue with the broadband connection, when challenged to tell me who I am and where I live they immediately hang up. The calls are from a call centre, you can hear the chatter in the background and appear to be from (I'm guessing) India or similar. It is very annoying and worrying as my wife's parents are both nearly 90 and not very well and they are normally the only people who ring us on the landline - we don't give the number out anywhere as we use our mobiles for everything - it stresses my wife as soon as the phone rings before you can see who the caller is. How can we stop these people calling? It is obvious that they are international calls and that the numbers are being spoofed and changed every time, so it is pointless blocking the numbers as they never repeat. 07850 0914xx, 07938 5829xx, 07775 8906xx 07891 3825xx, 07786 5401xx, 07815 7318xx, 07891 4093xx, 07847 4772xx, 07514 9048xx, 07803 4932xx, 07548 0010xx, 07399 6596xx, 07901 3336xx, 07425 0149xx, 07595 2257xx, 07835 2450xx, 07557 2382xx, 07710 8234xx, 07886 2952xx, 07956 6167xx. p.s. Member of TPS already. [mod - numbers edited in case innocent numbers being spoofed]Password reset link not received
I am unable to get through to anyone on the phone, no matter what option I select. The chat bot is AI nonsense and sends you in loops. The only promising thing offered was messaging on Whatsapp. No response or signs of receiving my messages. This is getting ridiculous quite frankly. I pay for a service and I am not receiving customer service. I have sent a reset link for my account password (not this account) and nothing has come through (FOR DAYS!). Sort it out VM.I would like to cancel both broadband and phone and port my phone number to a VOIP provider
After many years with Virgin I'm moving abroad and so I'd like to cancel all my services (broadband+ and phone) but I would also like to port my phone number to a VOIP provider so that I'll still be able to check on it from abroad in case someone calls me on that number (rare nowadays but who knows). What is the correct procedure to be able to do so? Reading other discussions it seems that I should just cancel the services and then, during the 30days notice period I should activate the portability request from the new VOIP provider. Is this right? Can anyone from Virgin confirm it? Unfortunately most other messages are from people moving to other UK providers but in my case I need to cancel the broadband for good. Many thanks, CharlieLandline switch to IP
Hi I am still on a standard landline but I know that sooner or later I will have to switch to an IP landline and rather than have telephone cables routed around the house from the router I was wondering if there is a recommended DECT type solution. Ideally I would like a small DECT base station (with no phone) that could be plugged into the router, as I do not want to move the router (for many reasons) and there is not a lot of space around it. Alternatively since this is now a VOIP system I was wondering if it is possible to simply use an app on my mobile phone (I have this facility with my work phone). My understanding is that this is not possible but thought I would ask just in case. On a separate note again since this is an VOIP system are services such as voice mail available or would it still be necessary to have a separate answer phone. If so this would need to be remote from the DECT base station since I suspect the answer phone would be too large to fit in the space I have. Thanks for any advice Will
