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By Anna Konig
Staff Writer
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 I have recently transferred my telephone broadband service (from Madasafish with BT providing the telephone line) to Virgin Media. I have purchased Virgin Media's broadband internet and telephone package.
The problem that I now have is that I encounter a noise (sounds like a machine gun) when I pick up the telephone receiver and this noise continues until I get the line after which all is clear and normal. I use a Bang and Olufsen phone - the base is plugged into the incoming line as it was before and before I had no problem.
Before the changeover, I used a Netgear ADSL wireless router (rangemax) and a ADSL filter which sorted out the problem with any noise on the phone line, but this filter does nothing now as I am on the cable service. As yet I have not purchased a wireless router as I'm waiting for the new Netgear N series which should be out shortly and will be compatible with my Netgear extender kit - but I guess the router has nothing to do with this problem anyhow.
Is there another filter I can use to sort out this noise problem? As I mentioned on the phone - when I plug in a 'normal'/standard BT phone, I do not get the noise but when I use my wireless B&O I get the noise!!
I have called Virgin on several occasions, but have come through to the faults team in India and they cannot help me. They just tell me that there is no fault on the line so it is not their responsibility.
Look forward to hearing from you. 
Laila Hougaard, UK
WE contacted Virgin Media on your behalf and they promised to investigate your case individually - as they say they do on all technical problems.
We have to say, they did take your case very seriously and within a day or two we received a call from I have just got a phonecall from one of their head honcho’s to explain the outcome of their investigation into your matter.
You’ll be disappointed to hear, however, that they feel the problem lies more with your B&O (Bang and Olufsen) phone than with the Virgin Media service. Interestingly, they said they haven’t heard of this problem occurring before, which either suggests that other Virgin Media customers do not use your model of B&O phone, or there is indeed something unique about your set-up.
So what can you do now? My suggestion would be the following:
- Contact B&O and ask them if they have come across this before, and whether there is a possible explanation
- Place your query on the relevant forum of www.moneysavingexpert.com. The forums there are very, very active and somebody else may have experienced the same thing with a B&O (or other) type of phone, or perhaps have some specialist knowledge about how different phones read digital signals.
- Finally, and probably most importantly, ask around your friends to see who also has a Virgin Media broadband/phone connection and see if they’ll let you try your phone on their connection. If the problem exists there too you’ll know that the problem is related to your phone hardware and how it handles Virgin Media’s digital signal, and not a problem with your actual Virgin Media line.
I would be most grateful if you could let me know the outcome of any of the above.
I hope you have found this of some use, Laila.
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