This topic

Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 12:16:46 GMT

So since 29/01/2021 my house phone hasn't been getting calls, like I've been told that people have tried to call me & just went straight to voice mail, so I tried to call myself, & it rings once & goes to voice mail.

I've even tried to call from my house phone to my mobile but don't get any sound what so ever, I've looked through my phone settings at like call barring & everything & all seems to be fine. When I've looked into MyBT I can see that I'm getting calls but they're not coming through to the Landline, any ideas what could be causing this or is it something I need to call BT about?

For imformation it's a BT digital phone, cordless if that helps.

Thanks

~Steven

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 13:45:46 GMT

Spoken to BT, they said my internet is showing as offline, even though I've had no internet problems, they've sent a new hub out as a factory reset didn't kick us offline & still showed as offline to them.

Re: Phone line not ringing?

Devon_Dave — Wed, 03 Feb 2021 13:53:02 GMT

Have you tried a known working corded phone into the test point of your main telephone socket?

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 13:54:52 GMT

@Stethepea

Is it BT Digital voice you have, and the BT Smart Hub 2?

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 13:57:34 GMT

They did say about connecting the digital phones to the hub, but I didn't know where the cable was by hand. I also don't have a corded phone so couldn't test that.

The hub was showing offline to them but working fine for me, so I think that it's the hub settings maybe blocking it as the phones think the wifi is down?

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 13:58:14 GMT

Yeah that's correct, not had a problem with it til' now.

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 13:59:50 GMT

@Stethepea

Where do you normally plug your phone into?

What number is reported when you dial 17070 on the phone?

Re: Phone line not ringing?

imjolly — Wed, 03 Feb 2021 14:03:55 GMT

if digital voice did you get the phone from BT when you signed up? do you have FTTP?

if DV then the SH2 is a dect base station and phone connects to hub and not by wifi

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 14:04:25 GMT

@Keith_Beddoe

When I got the phones they said I just plug the base into the wall & then connect the phones to the hub via WIFI, if the wifi ever goes down then so does the phones.
Nothing happens, I get the dial tone but then nothing else, says the number on screen, but no ring or anything. This happens when I'm trying to call anything, even if I go into settings & check status of call barring, doesn't do anything. As on troubleshoot it says try that.

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 14:12:08 GMT

@imjolly

I thought they'd have to connect to the hub, but when I asked they said not too. So I did as they said & not had a problem since I joined in June.

I was a little confused by this as we've got a big white hub thing under the stairs, but it's a newly build & everything connects to that. So not sure what's going on.
Also I'm a noob & not sure what you said to be honest. The phones connected fine when I set it all up & only stopped a few days ago.

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 14:14:01 GMT

@Stethepea wrote:
@Keith_Beddoe

When I got the phones they said I just plug the base into the wall & then connect the phones to the hub via WIFI, if the wifi ever goes down then so does the phones.
Nothing happens, I get the dial tone but then nothing else, says the number on screen, but no ring or anything. This happens when I'm trying to call anything, even if I go into settings & check status of call barring, doesn't do anything. As on troubleshoot it says try that.

If you have BT Digital Voice, and BT have sent you some phones, then they have sent the wrong ones. The correct phones connect to the DECT base station in the Smart Hub 2.

If you have your own phones already, then they plug into the phone socket on the back of the Smart hub 2.

Did BT supply the phones?

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 14:15:51 GMT

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 14:18:34 GMT

I am confused as to whether you have Digital Voice or not. With Digital Voice you would not use a separate base station or your normal phone socket.

Hopefully @imjolly can work out what you have.

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 14:20:00 GMT

@Keith_Beddoe

Yeah I got the phones when I joined, I got 2 handsets, I looked on the BT shop but couldn't find the ones I've got.

I did call them to ask if I have to plug it in & they said no, just to hold the WPS button on the hub & go into settings on the phone & connect it via there. So I did that & connected to the hub, & they've worked fine ever since. So not sure.

Re: Phone line not ringing?

imjolly — Wed, 03 Feb 2021 14:26:05 GMT

if you go to hub manager 192.168.1.254 into address bar and then enter admin password. can you see your phone number on left and if so is it purple/blue or greyed out

Re: Phone line not ringing?

Keith_Beddoe — Wed, 03 Feb 2021 14:27:02 GMT

Then you have Digital Voice, provided there is no separate base station.

Its possible the phones have somehow been de-registered. Hopefully @imjolly can tell you how to get them back. It looks like the incoming call path has become disconnected.

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 14:38:16 GMT

@imjolly
I've tried putting that into the browser but it's just loading over & over again.
Could this be because the hub thinks it's offline for some reason?

Re: Phone line not ringing?

imjolly — Wed, 03 Feb 2021 14:41:50 GMT

remember it is the address bar not search

presumably you are connected to the hub just now

are you using mobile

Re: Phone line not ringing?

Stethepea — Wed, 03 Feb 2021 14:46:07 GMT

Yeah I'm doing it in the address bar & I'm still connected to the hub.

I've also deregistered the phones, now it says "Press the WPS button on your hub for 2 seconds"
But when trying that It's not connecting to the hub anymore. So I honestly think it's the hub not working 100%

**EDIT, I'm on the PC**

Re: Phone line not ringing?

imjolly — Wed, 03 Feb 2021 14:46:26 GMT

have you tried resetting the hub by pressing the recessed button on back and holding for 23/30 secs until lights flash when hub reboots try address bar again