Ringtone, but no inbound/outbound calls
 

My telephone 'appears' to be working, but cannot make outgoing or receive incoming calls. I say 'appears' because there is a dialing tone, but...

• Anyone phoning my number simply gets a continuous dull tone
• Any attempt to dial out is met with a "number not recognized" message

This latter problem has a few variations.

• Dialling a local number - the error message happens after the first digit
• Dialling a number beginning with '0' - the error happens after the seventh digit
• Dialling a number beginning with '1' - the error happens after the fourth digit

The telephone was working fine on Wednesday last week. On Thursday morning it started showing these symptoms. On Thursday morning we contacted Virgin who promised an engineer on Friday morning between 0800-1200 (with a penalty charge if there was no-one in when they arrived) ...but having stayed in all morning (until 1300) no-one arrived from Virgin, so perhaps they should be paying the penalty charge to us?

On top of this is the £70 advert we placed in the local paper for the week, yet we have no way of knowing whether anyone has tried responding to it because the phone is out of action and Virgin did not turn up to fix it when they promised.

So...

1. How do we actually get Virgin to really turn up and really fix the fault?
2. What compensation do we receive for not receiving a phone service for which we have been paying, for the engineer not turning up, and for the 'dead' advert in the paper?

Re: Ringtone, but no inbound/outbound calls
 

Hi,

Sounds like you have been cut off from what you are saying.. have you spoken to customer care on 150? There could be a billing issue that you seem unaware of?

I'm suprised faults didn't notice this... the tech would have been cancelled as they do not attend while there is a restriction.

You should still be able to call 150.

If it turns out to be a fault, then you will be refunded for the line rental for the days without service, from the day you report to the day fixed.

VM do not pay / will not pay for your "dead advert" - this is in the terms of service.

HTH

Re: Ringtone, but no inbound/outbound calls
 

Cannot dial 150. :(

Just spent 20 minutes on the helpline. 'Faults' shunted me over to 'Customer Services', who then returned the favour and shunted me back to 'Faults', who have made a fresh appointment for a new technician to come this afternoon.

Cannot see how billing could be an issue - payments by DD, and the TV and Internet are still connected.

Did almost move to Sky back in January, but that move was cancelled and the phone never went out of action at all during that period - no number porting took place (Sky's rep had provided a different pricing structure over the phone from what was written on the contract, which was not acceptable and was misleading for us). And anyway, that was some 7 weeks ago.

So by the end of today we will have spent an entire day waiting for Virgin technicians to come and fix the fault (assuming someone does actually turn up at the door).

Re: Ringtone, but no inbound/outbound calls
 

have you tried a different phone, to eliminate the possibility of the phone itself being at fault? Or tried your phone on another line...

Re: Ringtone, but no inbound/outbound calls
 

Did they say why the tech didn't attend? You have tried another handset already haven't you?

Hope it get sorted for you.. very unusual fault... that's what made me think there was a restriction of some kind on the line... did Faults check to make sure ther were no restrictions on the line?

Re: Ringtone, but no inbound/outbound calls
 

Well, the saga is cleared up at a practical level, and thanks to those who've responded. Just for info...

The short story is - the phone line was being handled by BT, and it was they who cancelled the service.

The long story:
The phone contract was with Virgin, and has been for about 10 years. In January we began the transfer process to become Sky customers, and Sky instructed BT to connect a BT landline (which Sky would then use). The BT engineer connected the BT landline to the Virgin terminal. But before the day was out, we cancelled the Sky contract because it had been misleadingly represented, and were assured that all our services were back with Virgin.

We've been paying Virgin for TV, internet and telephone (as previously) and, when we checked, were reassured that Virgin were supplying our telephone service. Last week BT decided for some reason (perhaps Sky had not paid them?) to cancel our BT phone line - the one we never knew we had, and for which we had not paid. And since then, Virgin - whom we have paid have dealt with our queries without ever noticing that we did not have an active phone connection with them. They had our money, but would have no incoming/outgoing calls on our log at all. It wasn't until an engineer did attend on site that the BT factor came to light and is now being resolved (eventually we'll get our old number back).

So the curiosities in the tale...

1. Why could Virgin not notice that we had no phone service supplied by them when we spoke to them? Surely someone woudl have noticed that their tests on the line status were actually being directed at a number which they did not control, down an inactive cable?
2. Why did 'Faults' send us to 'Customer Services' who then sent us back to 'Faults' - do the people in the company not know who handles which aspect of their work?
3. Why did an engineer attend today, but not attend on Friday?
4. Why did BT supply our number when we had concelled the contract, and why did Virgin assure us they were supplying our telephone connection when, in fact, they were not?

...no need to answer those questions - I'm just highlighting some of the things that are odd about the whole scenario.

Re: Ringtone, but no inbound/outbound calls
 

Glad it's getting sorted now... one thing springs to mind... BT disconnected the VM terminal in the house and you cancelled, but you expected that BT terminal to now provide the VM phone line? Am I reading that right?

Sounds like you cancelled too late and the number ported to BT.... once a terminal is fitted your number has usually ported.

Sky messed up as they allowed your number to continue to port.

VM messed up as they should have noticed your number had ported to BT/Sky... faults probably transfered you to Customer Care as they didn't understand what was on your account regarding the porting of your number.

Glad it's getting sorted for you now :tu:

Re: Ringtone, but no inbound/outbound calls
 

DigitalFanatic - Not quite reading it right. BT did something outside the house, adding their wires to the Virgin box on the inside of the wall. So the socket, as far as I was concerned, was the Virgin socket inside the house. Had it been a new/different box, that would have been more obvious (!) ...but the one internal box is physically wired to both BT and Virgin.

Anyway, not long now.... (he says, hopefully)

Re: Ringtone, but no inbound/outbound calls
 

looking at this from another angle


what compensation do virgin get for fixing a fault that was caused by the customer/third party.

Re: Ringtone, but no inbound/outbound calls
 

Virgin would surely charge the customer for fixing a fault caused by the customer. However this case has just shown up a new fact. It was Sky who cut off the phone on 11th March ! Even though I had cancelled Sky talk end of January, and reenstated Virgin phone at that time. Even checked twice with Virgin to ensure I had a Virgin line in early February they assured me that I had. I naturally called out the Virgin engineers to fix what I thought was a Virgin fault on their line. Turns out Sky couldn't have done as requested ! Even now when talking to Virgin they are not aware that they are providing my phone line. BT tell me they are not supplying my line. Sky are no longer supplying telephone. I have no idea what is going on at the moment !!

Re: Ringtone, but no inbound/outbound calls
 

It sounds to me that BT illegally used the virgin wiring and socket to provide their service over inside the house. BT should have provided separate internal wiring and socket so you should have had 2 sockets next to each other (one sky/bt and one VM).

VM could not know that their line was disconnected outside the house unless you tell them, as BT openreach used their wiring then you wouldn't have clicked on so as far as VM was concerned their was no problem.

If this is the case then a complaint should be made to SKY (your service provider for the phone) who should then take this up with openreach as their engineer should have done the install properly rather than just nicking VM's internal wiring and socket for a quicker job.

Re: Ringtone, but no inbound/outbound calls
 

Good job i'm retired as I recon I must have spent about three whole days on this saga. I have sent a very strong letter to the Customer Marketing Director of Sky, as it is he who sent a letter dated the 12 March telling me they were disconecting on the 11th !! ( I received the letter on the 19th ! ) You are right Sky / Openreach did use the Virgin input box ( presume that was not legal ! )

Re: Ringtone, but no inbound/outbound calls
 

Yep, not legal... VM & BT can't touch each others 'phone socket, they have to install their own socket.

This is what I was getting at earlier in the thread ;)

Re: Ringtone, but no inbound/outbound calls
 

Latest, 23:37hrs Mon 22 March. Now my new temporary number has gone dead. I have no phone line at all now. Lost the connection sometime this afternoon. Rang Virgin customer care off my mobile to report it, call went through to India but they could not help they told me they didnt have access to the data base ! advised me to phone customer relations tommorrow. It will have to be my mobile again ! I could write a book on this.

Re: Ringtone, but no inbound/outbound calls
 

There was a system outage today for CSR's.. call 0845 454 1111 and select telco faults, when you get through ask the, to call you on the mobile (they will probably offer anyway) while you speak to them.

Re: Ringtone, but no inbound/outbound calls
 

Hi, Digital Fanatic. Presume 'outage' in layman terms means 'the system is down' Can you also explain what is meant by CSR's. I rang the 0845 number this morning at 08:05 reported that even my temporary line has now gone down, I asked the guy if he could get customer relations to make contact with me on my mobile to let me know what is going on. Not had response yet. My son has just got back to me to say he has spoken to a lady who says I am due to be reconnected on the 25th March ! I wonder why I have to wait until then. When I see the technology they have these days in the films it makes me wonder why we cant do a bit better.

Re: Ringtone, but no inbound/outbound calls
 

Yeah, Outage is a loss of service... CSR is Customer Service Rep...

If your number ported back to BT/Sky then it does take a few days to come back over to Virgin media... it's the same going the other way :)

Re: Ringtone, but no inbound/outbound calls
 

Is that a new phrase for being on strike ? ( CSR Outage ) Ok I can accept that it may take a few days to port back but it was supposidly actioned to port back on the 15th by 'Garry' (8 days ago !) But that does not explain why I could not have maintained the temporary number in the meantime. As it is, it looks like I will be without a phone line from the 22nd to the 25th. ( 3 days ) already lost ( 4 days, from 11th to 15th )

Re: Ringtone, but no inbound/outbound calls
 

If there is anyone out there who can get Susan Vines in customer relations to please make contact with me it would be apreciated. She did seem to be making progress, was due to call me back at the begining of the week, but, i am still waiting. Needless to say I am still without a line at the moment. ( fri 26th march )

Re: Ringtone, but no inbound/outbound calls
 

Hi,

PM coming your way :)

Re: Ringtone, but no inbound/outbound calls
 

Thanks 'Digital Fanatic' I have managed to speak to SV and had reasurances re my problems, she has, I now believe sorted things ( i will know more after tommorrow ) when she says I will get my original number back. Oh! since I last posted a message my second temporary number was disconnected !! second engineer came out and gave me a new connection with yet another temporary number. Thats three temporary numbers and three disconnections in all ! No one seems to know what has happened ( either that or they are too embarased to admit what has happened ) Oh well perhaps tommorrow I will be a happy bunny again. Thanks again for your input. krs

Re: Ringtone, but no inbound/outbound calls
 

Excellent news! thanks for updating :)