This topic

BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 10:38:42 GMT

Told I am to go Digital on my phone. Told eventually it's done. Trying to use the kit, no joy. Phone my home number and I get put through to my brother's home phone, he lives miles away. My kids phone me and they get put thru to my brother's number. I can use the phone to phone out, well I chanced it yesterday and it worked anyway. Trying to do the tests to find if I can sort it and it asks why my equipment is on one of the questionnaires, turns out it's not even listed and on the paperwork it's ADHP 1.0(Type A). Deffo not on the listed equipment on the fault checking page. Tried using the help line via computer, they are trying but getting no joy, bit hard from India I should imagine. Been round in so many circles with BT since last December that I truly haven't a clue where I am with them. I'm an ex sigs serviceman, with knobs on, so got a bit of an idea how signal paths are supposed to go. Also did a Fibre Optics course years ago, forgotten most of it but still know enough to realise when something is wrong and not my fault. I certainly recognise the fault as being at BTs Head End but can't get an acknowledgement from them that it needs sorting, they keep telling me everything is alright. Any pointers on here how to get this sorted????? I'm already grey so don't know what the next step in derangement is.

Re: BT Being absolutely hopeless

imjolly — Thu, 24 Jun 2021 10:43:50 GMT

if you go to hub manager do you see your phone number shown? blue or greyed out?

if you dial 17070 what number is repeated to you?

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 10:55:26 GMT

Tells me I haven't a number. Went to quiet line test and it just goes quiet and keep repeating "Quiet Line Test". Trying to sort out where the "hub manager" is, not had to use this before from what I can remember.

Re: BT Being absolutely hopeless

imjolly — Thu, 24 Jun 2021 10:57:20 GMT

hub manager is found by entering 192.168.1.254 in your browser address bar

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:02:09 GMT

All a bit beyond my payscale but I'll have a go at it. Cheers.

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:06:00 GMT

Found it and it's there in dark blue so assume it's ok there. Can phone out but can't get anything incoming, they go to my brother's home phone. Need BT but quickly, can't have the 40 minute wait for an answer on the blower, I'm going up the wall already.

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:08:59 GMT

Forgot to mention that I have all the blues on my hub and the Helix thing so seems alright there, just the incoming phone calls that are going haywire, which just tells me that it's head end where the problem lies, some engineer has got his wires wrong.

Re: BT Being absolutely hopeless

Keith_Beddoe — Thu, 24 Jun 2021 11:16:06 GMT

Digital Voice is dealt with by the FTTP team.

They are on 0800 587 4787.

Sounds more like a network routing issue, perhaps they selected the wrong account, or there is a database error, especially if the surname is the same. Could also be human error.

If you call your mobile, what number is displayed?

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:41:42 GMT

Just caught up. My home phone number is displayed on the phone, outgoing doesn't seem to be the prob at the moment, it's the incoming via FTTP, just not happening. Agree it's a network thing, or head end problem as we called it way back when. It's getting BT to sort it that's the problem and getting them to admit something is wrong, totally wrong. Platitudes are not working for me now, I just want something sorted. Cheers.

Re: BT Being absolutely hopeless

imjolly — Thu, 24 Jun 2021 11:43:15 GMT

have you phoned the FTTP team as @Keith_Beddoe suggested

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:52:54 GMT

Another interesting thing just happened. Phoned my bro on my mobile and he had a phone call from Sky, who I have my TV with, yesterday and they thought they were talking to me but wouldn't tell him what phone number they were ringing in case he was an imposter. You couldn't make it up, but it's happening. Give me strength.

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 11:54:23 GMT

Just caught up, I'm about to do that. Cheers. Thanks VM for your input anyway. I'm sure we'll get there eventually but it's frustrating, and that's an understatement. Good day, have a good 'un.

Re: BT Being absolutely hopeless

S4Brains — Thu, 24 Jun 2021 12:57:36 GMT

Phoned as suggested. Cut off first time, went again. They're going to sort it tomorrow, never come across the problem before, jabber, jabber, jabber. Rap music whilst waiting for connections didn't help either, I'm 78 and not into that rhubarb. All in all a very frustrating experience and not my fault. No I didn't do "call divert", which seems to be their stock question. Why can't they just admit that they've cocked up and sort it???? Anyway thanks for your input fellahs and hope this time they will do what they say they're going to do instead of just fobbing me off with jibber jabber. Have a good 'un.

Re: BT Being absolutely hopeless

S4Brains — Fri, 25 Jun 2021 08:53:45 GMT

Still no joy up to now this a.m. Can't even test my phone myself as I don't want to keep disturbing my brother. No emails from BT as they said they would. I think me and BT are rapidly closing in on a migration code and I'll take them to court if they try and charge me for changing. Getting really, really browned off.

Re: BT Being absolutely hopeless

Keith_Beddoe — Fri, 25 Jun 2021 09:00:12 GMT

@S4Brains

I am wondering if your number is actually a BT Retail number, have you always had that same number, or did you port it in from another provider?

Re: BT Being absolutely hopeless

S4Brains — Fri, 25 Jun 2021 09:04:31 GMT

Only ever been with BT and the number has always been the same, more fool me. No messages from them this morning, nothing. I'm just going round in circles but I'll be onto them later after I've finished trying everything again and it's no more Mr Niceguy. Have a good 'un yourself.

Re: BT Being absolutely hopeless

Keith_Beddoe — Fri, 25 Jun 2021 09:26:32 GMT

This has be be an incoming network routing issue. I have asked a moderator to see if they can investigate, or make sure the right people are dealing.

As your line is now digital, there will not be an option to return to a normal landline connection, no matter which provider you use, and you may not be able to keep your number.

There is no longer a migration process, that is dealt with by the new provider. I would advise you to stay with BT retail, to avoid any other issues. I am just a customer, and do not work for BT.

Re: BT Being absolutely hopeless

S4Brains — Fri, 25 Jun 2021 09:52:17 GMT

Thanks Keith. Been in touch with them again. They said "call diversion" was in operation, something I've never done myself and when I looked at what I've got available it turns out I'm not down as the account holder anyway and couldn't call divert if I even wanted to. Hopefully the lass I've just been speaking to will get this sorted, got to wait for someone to contact me to cancel call diversion, which like I said I didn't put up in the first place. Where they got our kid's number from I don't know, I don't even know it myself without looking it up in my book. It's all so weird and it's only happened since we went digital on the phone. I was in comms myself for 34 years and understand signal paths etc to a great degree, also did a Fibre Optics course a long time ago so the basics are no mystery to me that's for sure. Thanks for your help and input anyway and hopefully I'm now on the road to system recovery. Have a good 'un

Re: BT Being absolutely hopeless

DanielS — Fri, 25 Jun 2021 10:00:29 GMT

Hi @S4Brains

I am sorry for the experience that you've had so far. I'm glad to see that we appear to have found the problem and are taking steps to fix it. If you get this sorted, or if you need any help from us, can you post back and let us know, please?

Also, thanks for flagging this to me @Keith_Beddoe

Thanks

DanielS

Re: BT Being absolutely hopeless

S4Brains — Fri, 25 Jun 2021 11:00:57 GMT

Will do. Still waiting for them to ring me on my mobile to tell me it's done. Can't test the phone myself as I can't keep disturbing my brother whose number it's been diverted to. Head still doing fast circuits over it all. Cheers.