This topic

Can not receive calls

KeithFridlington80 — Fri, 02 Jul 2021 20:36:43 GMT

I reported a fault with phone 3weeks ago I can not receive incoming calls but can make calls out

They have sent 3engineers out and have come to the same conclusion that there is nothing wrong with my phone but bt have switched of or ceased the ability to receive calls I don't know the technical term for it but mark the engineer who came out twice can't understand why it can't be switch back on again when he has already told them a week ago what the fault was

I am really frustrated as my phone is my life line to the outside I don't go out because I have to look after my wife who has dementia

I get the run around from bt with a different agent who promises to sort it but I have been waiting since 11th June to get it sorted please help me who do I speak to to get it sorted

Re: Can not receive calls

imjolly — Fri, 02 Jul 2021 21:03:07 GMT

As you have had engineer visits and still not fixed I have asked themodsto see if they can help. They will post here

Re: Can not receive calls

Devon_Dave — Sat, 03 Jul 2021 08:47:27 GMT

Have you recently changed line providers and moved to BT?

Re: Can not receive calls

KeithFridlington80 — Sat, 03 Jul 2021 09:05:43 GMT

No have been with bt for years

Re: Can not receive calls

iniltous — Sat, 03 Jul 2021 10:27:27 GMT

Is your phone plugged into the broadband router ( digital voice ) or in a regular phone socket ( and preferably in the master socket test port ) ?

If it’s a conventional ‘PSTN’ line and not digital voice , what does a caller to your number hear ?, is it ringtone , busy tone , nu ( number unobtainable ) tone or something else…if you need to ask someone to try this to find out the answer , if possible , do it from another landline phone rather than a mobile phone , and preferably from another landline that is also with BT, also is your dialtone ‘normal’ and not interrupted or modulated , if it is , have you ever set up call divert ?

If the caller hears ‘ringtone’ try picking up your landline phone while the caller is listening to ringtone, does the call connect and you can have a conversation ?, if it does then the problem is the line card in the exchange not sending out ringing current to make your phone ‘ring’ …it’s not Openreach that are responsible, but they need to advise the BT exchange engineering staff to either change your line card or move your connection to another line card position, some newer Openreach staff may not be familiar with this problem, so you may have to explain to them, or show this to them.

if it’s something other than this , post more detail

Re: Can not receive calls

RobbieMac — Sat, 03 Jul 2021 11:38:41 GMT

Hi @KeithFridlington80

Welcome to the BT Community and thanks for your post!

I am sorry that you're having problems receiving calls on your line. I appreciate the amount of time you have already spent trying to get this sorted out.

Due to the time this has been going on and you're no further forward, we'll step in to lend a hand from here. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Can not receive calls

JohnC2 — Wed, 07 Jul 2021 13:26:58 GMT

Hi @KeithFridlington80 thanks for your PM after the engineer visit this morning and it was great to hear that he resolved the fault at the exchange and you can now get your calls.

Cheers

John

Re: Can not receive calls

KeithFridlington80 — Wed, 07 Jul 2021 17:21:56 GMT

Thankyou for your help

After getting in touch with this forum the problem was sorted within a few days

Karen read

Keith Fridlington