Virgin calls not getting through

johnjduf

I am here as a last resort as my service provider has not been able to help me at all since I raised this complaint two weeks ago. We are a talktalk customer, over the last few weeks certain landline numbers have been unable to get through to us. Talktalk have checked our line and sent out one of their engineers but said that there was no fault with our telephone line. After more and more people telling me they cannot get through I have done a bit of investigating and it turns out it is only customers who are calling me from Virgin landlines that cannot get through, they hear a ringing tone but my phone doesn't ring at all. After going back to Talktalk with this information, one of their network team called me to say that the problem seems to be that Virgin have somehow taken our number off their database or out of their 'range' so their customers calls cannot be connected to our number. Apparently this can happen when a provider updates their systems from time to time. I was hopeful that this would now be resolved but no one at talktalk seems to be willing to speak to Virgin to correct this. I have called virgin but they wont speak to me as I am not their customer and will only speak to my service provider. We run a small business and a lot of people in the local area are with Virgin and as a result we are missing numerous calls each day. I feel like we know the problem but no one seems to want to fix it for us. I have spent hours talking to someone on their forum, on twitter and on the phone, it has been exhausting and I really hope someone here can help me out.


Thanks in advance


John

iniltous

Is your number from Talk Talk's own number range , or is it a number that has been ported from the original number range holder to TT ? , I suspect the number will have been 'ported' into TT at some point in the past ( possibly from VM ?)
TT are your provider, it's them that should sort it out, even if ultimately VM have some correction to make in thier exchange data, as you have found out, VM will say 'you are not our customer'.
If you know someone who is a VM customer, and is willing to raise a 'fault' on your behalf , with VM along the lines of ' I cannot get through to 01***,******, I hear ringtone but their phone doesn't ring', that may get VM to look at thier 'exchange data'
Good luck, I suspect you may need it to get this issue sorted, as it seems the customer service reps only understand 'unable to make calls' type problems,or lines that when tested indicate a 'line faulty' but in your case the line will test OK ( because it's not a line problem)