Forum Discussion

Chris_Myers's avatar
Chris_Myers
Superfast
3 years ago
Solved

Constant "no number calls" since moving to IP Telephone from landline (Home) (Resolved)

My area has recently been migrated from landline to IP telephony which seems to work well with one exception.  My received calls report 10-20 daily calls from "no number".  There is no call made (no ...
17
IP telephony
nuisance calls
Phone
  • ModTeam's avatar
    ModTeam
    2 years ago

    Hello,

    Thank you all for your patience whilst we worked on fixing the ghost call issue. Our Support Team have deployed a fix this morning, please restart your Hubs to allow the fix to take affect and let us know if you're still experiencing issues.

     

    Regards,

    ModTeam

TF1909's avatar
TF1909
Dialled in
3 years ago

I think I have this correct but correct me if not:

If you look on BT website as I have recently done for my mother - I think when they have moved or are moving people to VOIP or digital they actually supply a new phone or are offering a range of phones to plug into the router. Should Virgin be doing this to combat this problem? Just a thought.

Matthew_ML's avatar
Matthew_ML
Icon for Forum Team rankForum Team
3 years ago

Hey TF1909, thank you for reaching out with your question.

We don't provide any handsets sorry its just the line rental we offer.

If you are looking for a VOIP line I would checker the manufacturer to see if they are compactible. Thanks 

  • moof's avatar
    moof
    Fibre optic
    3 years ago

    BT Premium Phone Trio here ☎️

    Mfr#: 090632

     
    • 1malcolmgeorge's avatar
      1malcolmgeorge
      Dialled in
      3 years ago

      Please include BT 2500 trio wireless.

      The IP landline changeover took place when I had a hub 3....there were no problems.

      Hub 5 cause the problems. Is it not possible to identify the circuit or system that is causing the fluctuations from that information

       

    • Chris_Myers's avatar
      Chris_Myers
      Superfast
      3 years ago
      BT Advanced phone system with true call. 4 handsets, call blocking and answer machine. Item code 090641
      • Chris_Myers's avatar
        Chris_Myers
        Superfast
        3 years ago
        I have today taken my case to the ombudsman and await a response.
  • TF1909's avatar
    TF1909
    Dialled in
    3 years ago

    Shouldn’t you be coming up with a solution and not tell me to buy new phones to sort out the issue?

    if you are telling me to buy new phones - you need to supply compatible products that don’t give this issue. 

    • Ayisha_B's avatar
      Ayisha_B
      Icon for Forum Team rankForum Team
      3 years ago

      Hi TF1909 

      Our Voice engineering teams have concluded that the "no number" issue is device specific and not a global issue.

      We will now look to explore the option to regulate the route cause, however, this needs to be discussed with the our equipment vendors and may take some time to come back.
       

      • Client62's avatar
        Client62
        Alessandro Volta
        3 years ago

        "Our Voice engineering teams have concluded that the "no number" issue is device specific and not a global issue."

        Splendid, bring full focus onto the         VM Hub 5, it is the one common factor at the centre of this matter.

        That certain BT Approved CPE are known affected is fair comment.

        But to imply customers' phones are at fault would be quite false.







  • Chris_Myers's avatar
    Chris_Myers
    Superfast
    3 years ago

    Read message 539 - the common denominator is that Virgin Media made change.  It should have reasonably been aware of "power fluctuation" issues with the Hub 5 before rolling them out and informed customers (that Virgin Media forcibly moved from Landline to IP telephony) of the need to purchase new phone systems to be compatible with the Virgin Media hardware/firmware. it did none of this.  Instead it made the switchover and subjected us to months of chasing our tail trying to get Virgin Media to accept that this even was an issue. 

    Now you have the audacity to suggest it is our fault for not getting a more modern phone system. At what point does Virgin Media propose this is an acceptable solution? 

    You (VM) broke it, you fix it. If it needs a new phone system, you provide it - free (at least that might cover the extreme inconvenience you caused Virgin Media).  But no, you'd rather blame everyone else for your inability to provide a suitable service to those you have impacted.  Incompetent/Ineffective are too weak descriptions for this response.

    • Lee_R's avatar
      Lee_R
      Icon for Forum Team rankForum Team
      3 years ago

      Hi Chris_Myers thanks for getting back to us.

      I am sorry that you feel the way that you do. Our colleagues have thoroughly investigated the issue in question. They have not arrived at their conclusion lightly and I am sorry if you feel we as a company are blaming our customers.  This is not our intention.

      Regards
      Lee_R

    • fraserormston's avatar
      fraserormston
      On our wavelength
      3 years ago

      I was a business customer with VM and I had a Hitron router which they provided. I don’t believe it’s  a router model problem. I have now transferred to a residential customer and now have the Gig router. I have been experiencing “no number calls” for over I year. The only thing I believe that is common between the two services is VOIP so it’s my belief that it’s how it’s been implemented and nothing to do with types of phone. No one probably had any issues with the old style connections to our property’s.

      • moof's avatar
        moof
        Fibre optic
        3 years ago
        fraserormston wrote:

        I was a business customer with VM and I had a Hitron router which they provided. I don’t believe it’s  a router model problem. I have now transferred to a residential customer and now have the Gig router. I have been experiencing “no number calls” for over I year. The only thing I believe that is common between the two services is VOIP so it’s my belief that it’s how it’s been implemented and nothing to do with types of phone. No one probably had any issues with the old style connections to our property’s.

        FWIW I have run a CISCO 303 with a SIP VoIP configuration for nigh on 9 years WITHOUT a single issue.

        Initially on a Hub 3 and then Hub 5 (Oct 22 - when my landline failed and VM said the solution was to switch to VoIP) have never suffered the issue with my VoIP handset.

        However from the moment VM plugged my BT Premium Trio phone to the back of the VM router I've had the missed calls issue (and how I came to find this thread). 

        I'm about to go back on the hunt for a possible new ISP, as I'm not impressed with the lack of resolution to this year old issue with common and popular handsets, but more the fact the incoming price increase and the changing of the VM contract for future price increase lock-in.

        Time to cut the cord and just go broadband perhaps and switch my house phone to the VoIP provider i've used for a very long time

         

  • kimmo58's avatar
    kimmo58
    Tuning in
    3 years ago

    Oh yes you do.  I can't find the post, but you abd Google it yourself to see it.  So, since you have changed over to voip, you have to supply a phone if the person doesn't have a compatible one.