Issue with Virgin Media phone line

j4vier

Hello

The issue that I have is that I have been without a working phone for a week. I am a bb and phone customer, the bb works while the phone doesn't. I have a twg870 thomson router.

When i ring my house phone from my mobile, a voice says that my number is not available. I haven't touched my phone in recent times so it literally just stopped working from one day to another. The phone is charged, full signal from cordless dock, tried a different phone cable as well.

I've been looking around the log section and I see mentioning of a corrupted file

''SW upgrade failed after download SW file corruption''

this is the file that seems to be causing it,

''cm_fpb150new_nowifi_v4-sip.bin''

I wonder is this file is causing the issue. Has anyone had any issues such as the one described? I have been in touch with VM but they have yet to suggest anything practical, so far I have reset the router, unplugged-replugged phone cable etc

Also is it normal that a voice says that my number is unavailable if the issue lies with my phone for example rather than the line?

I would have thought that if my phone is faulty, to whoever is ringing the landline, it would sound as if the phone is ringing while in fact it isn't?

thanks

ED E

If the modem wasn't registering on their SIP server I think it's possible that you'd receive that message, with the POTS PSTN network you receive a ringback from the exchange not the handset so no matter what that should ring but I can't be sure. A handset issue definitely shouldn't cause it.


If you want the mods can move this to VOIP so Mr.G the VOIP guru spots it but this is something VMI support should be easily able to tackle as its all logged. Unfortunately offshoring hasnt worked so well for them.

ct5amr2ig1nfhp

We have a virgin media phone. When the phone is unplugged and you ring our number, it rings as normal as if there was a phone still plugged into the modem.

If it's not ringing at all when you ring your phone number, I would think it's a problem on the Virgin Media side.
Have they replaced the modem?

Have you confirmed you still have phone service included or active on your account with VM?

jbkenn

j4vier wrote: »

Hello

The issue that I have is that I have been without a working phone for a week. I am a bb and phone customer, the bb works while the phone doesn't. I have a twg870 thomson router.

When i ring my house phone from my mobile, a voice says that my number is not available. I haven't touched my phone in recent times so it literally just stopped working from one day to another. The phone is charged, full signal from cordless dock, tried a different phone cable as well.

I've been looking around the log section and I see mentioning of a corrupted file

''SW upgrade failed after download SW file corruption''

this is the file that seems to be causing it,

''cm_fpb150new_nowifi_v4-sip.bin''

I wonder is this file is causing the issue. Has anyone had any issues such as the one described? I have been in touch with VM but they have yet to suggest anything practical, so far I have reset the router, unplugged-replugged phone cable etc

Also is it normal that a voice says that my number is unavailable if the issue lies with my phone for example rather than the line?

I would have thought that if my phone is faulty, to whoever is ringing the landline, it would sound as if the phone is ringing while in fact it isn't?

thanks

What have Virgin Media support said?

j4vier

jbkenn wrote: »

What have Virgin Media support said?

their suggestions were

-reset router
-unplug cables, plug them back in
-check phone was charged
-check that phone cable is connected to tel 1
-unplug cable from router so that they could try and ring it

that's about it, i reported it on tuesday

j4vier

Poppy Lemon Porterhouse wrote: »

We have a virgin media phone. When the phone is unplugged and you ring our number, it rings as normal as if there was a phone still plugged into the modem.

If it's not ringing at all when you ring your phone number, I would think it's a problem on the Virgin Media side.
Have they replaced the modem?

Have you confirmed you still have phone service included or active on your account with VM?

they haven't replaced the modem but hopefully they will do so as it seems the issue is not on my side

j4vier

today's suggestion was to try pressing #70 on the phone and reporting what happens

I'm starting to think that these guys have no clue about what's going on

Damien360

j4vier wrote: »

I'm starting to think that these guys have no clue about what's going on

Your right. The people you are likely getting is the front end firewall. The people you want are placed further back. Anytime I have rung, it is always the same waffle.

As silly as it sounds.......Throw a strop and demand to speak to cancellations. Tell them you are paying for a service you are not receiving and tired dealing with numpties. You then get escalated to the real fixers.

ED E

j4vier wrote: »

today's suggestion was to try pressing #70 on the phone and reporting what happens

I'm starting to think that these guys have no clue about what's going on

Insist you're transferred to the limerick contact centres queue.

j4vier

Damien360 wrote: »

Your right. The people you are likely getting is the front end firewall. The people you want are placed further back. Anytime I have rung, it is always the same waffle.

As silly as it sounds.......Throw a strop and demand to speak to cancellations. Tell them you are paying for a service you are not receiving and tired dealing with numpties. You then get escalated to the real fixers.

yes I think so too, depending on their answer tomorrow I'll be doing as you say since another one of these suggestions is just nonsense

I think they just have a template to work from because I noticed different people are using similar writing styles

''I can definitely help you sort this out.''

''I can definitely provide you other option on this.''

These type of sentences stood out.

ct5amr2ig1nfhp

Sorry for delay OP. With the modem off, our phone doesn't ring and we get a "sorry your call did not go through".

I then tested the modem on, phone plugged out and called. We get a normal ring tone but we obviously cannot hear it ringing.
With your phone plugged out, do you get a ring tone when you ring your number ?

Next up is to try a different phone. Can you borrow one from a friend or neighbour?
Did you also make sure you have it in the right port? There are two telephone ports on most of the modem I think.

colm_mcm

Does the phone app work?

j4vier

Poppy Lemon Porterhouse wrote: »

Sorry for delay OP. With the modem off, our phone doesn't ring and we get a "sorry your call did not go through".

I then tested the modem on, phone plugged out and called. We get a normal ring tone but we obviously cannot hear it ringing.
With your phone plugged out, do you get a ring tone when you ring your number ?

Next up is to try a different phone. Can you borrow one from a friend or neighbour?
Did you also make sure you have it in the right port? There are two telephone ports on most of the modem I think.

i tried having the phone plugged to both ports in separate instances and neither worked.

So it looks like my phone thinks the modem is off then.

I don't get a ringtone anymore with either modem on or off, phone in or out, it is always just the voice message that i hear.

I tried an old eircom phone which i had here and doesn't work either, but i really doubt that my original phone is broken.

thanks for doing that test

j4vier

colm_mcm wrote: »

Does the phone app work?

didn't try that actually cos I never used the app.

will give it a go

ct5amr2ig1nfhp

I would push for a new modem. I suggest you contact the Virgin Media reps on the talk to forum. They can actually be helpful (sometimes) They should be able to arrange a new modem.

j4vier

received a new router and the issue is sorted

thank you all

horse7

New issue with VM. I can't ring any 089 numbers. Can any VM landline users try calling an 089 number please.