This topic

Can’t receive some incoming calls to landline

RMM48 — Thu, 20 Apr 2023 13:39:50 GMT

We recently changed from Virgin to BT and have just found out that calls from Virgin numbers to our BT landline are not getting through - they get the unobtainable tone from their end. However we are getting calls from BT landline and mobile numbers. There is no problem calling any other providers from our landline, just incoming ones.

I have spoken to the BT call centre and they didn’t seem to know what to do as they ran a test and it was fine from their end. A fault has been raised and someone is coming out on Tuesday, however from what I read on other threads here it could be a problem with the porting of the number? In which case would an engineer coming out to the house be able to help?!

If anyone else has had this problem, what was the solution please?

The online fault reporting function doesn’t give me the opportunity to put that it’s only SOME incoming calls that can’t get through.

Any help would be appreciated. Thank you.

Re: Can’t receive some incoming calls to landline

imjolly — Thu, 20 Apr 2023 14:25:51 GMT

are you on digital voice? if so does appear to be a porting problem so try FTTP TEAM 08005874787 and see if the can help. if you get diverted to CS as line busy then hang up and try later

Re: Can’t receive some incoming calls to landline

RMM48 — Thu, 20 Apr 2023 17:37:33 GMT

Hi, no, it’s a traditional landline as we still had a telephone line connected.

Re: Can’t receive some incoming calls to landline

RMM48 — Mon, 24 Apr 2023 12:49:46 GMT

As we are not on digital voice, is there any other avenues we could pursue before the engineer comes out on Thursday? I’m really not sure its something they will be able to correct as the line is working, just not for incoming calls from Virgin?

Is there a moderator that could look into this at all please for me?

Thank you. 🙂

Re: Can’t receive some incoming calls to landline

imjolly — Mon, 24 Apr 2023 12:52:45 GMT

if only recently moved from virgin to BT you would normally be on digital voice did you get a new phone from BT or is your existing phone connected to the SH2

Re: Can’t receive some incoming calls to landline

RMM48 — Mon, 24 Apr 2023 12:58:48 GMT

It is connected to the original landline as a member of the household has a emergency pendant and being on digital voice meant that when the electricity goes off the pendant doesn’t work, so we were reconnected to the original landline that we had before moving to virgin. Using the same telephone we had on virgin. (Sorry don’t know what SH2 is?)

I see that other people have had the same problem in the past on here and a moderator seemed to have sorted it out for them in the end, although of course they might have been on digital voice. 😬

Re: Can’t receive some incoming calls to landline

RMM48 — Mon, 24 Apr 2023 21:27:23 GMT

@DanielS

As a moderator are you able to help at all please?

Re: Can’t receive some incoming calls to landline

NeilO — Tue, 25 Apr 2023 09:31:47 GMT

Hi, @RMM48 I'm really sorry about the problems you're having with Virgin numbers calling your landline. As all other calls can get through it might be a number port issue.

I'll send you a private message so you can contact the moderation team with your details.

Thanks

Neil