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Digital Voice: inbound calls still don't come through after a week

Japrober — Wed, 15 Sep 2021 14:18:06 GMT

I called 150 48 hours after the outbound service started to work and I noticed that inbound calls didn't come through. The team in Falkirk then made contact with Openreach which put a 1 week time line on it (to allow all systems to update and try to complete the porting process from copper to digital). One week on, the same situation and the order has been reactivated and some more time added. The chap I spoke to was unable to explain what is checking what in the porting process and what could cause it to fail. The landline number has always been with BT.

Anyone else had this kind of situation resolved (ie not coming from another provider)? Just feels like we're kicking the can down the road a bit and not tackling with a cause.

Re: Digital Voice: inbound calls still don't come through after a week

imjolly — Wed, 15 Sep 2021 14:24:58 GMT

if you phone your DV phone from mobile does it appear to be ringing on your mobile? if so have you tried picking up phone to see if you can hear call?

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Wed, 15 Sep 2021 14:32:58 GMT

You can hear the number ringing on the mobile but no call at DV handset and just a dial tone on the DV handset.

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Fri, 24 Sep 2021 14:45:01 GMT

3 weeks. Quite a few calls to 150. Lots of well meaning conversation. Still no incoming calls. From the notifications I get I suspect everyone keeps triggering the same process and then expects someone else to investigate why the process stops and address the root cause. BT, if you must announce with a fanfare that you're migrating services, please get on and do it

Re: Digital Voice: inbound calls still don't come through after a week

imjolly — Fri, 24 Sep 2021 15:09:50 GMT

do you have FTTP - fibre to the premises? and got DV together with FTTP? if so try phoning FTTP team 08005874787 and see if they can help you get incoming calls.. If no success then post back and we can see if forum mods who are BT employees can help

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Fri, 24 Sep 2021 15:53:53 GMT

I've been passed to the Fibre team during a couple of calls (Falkirk and Accrington). They'd created an escalation form for this last Friday as they could see that the process keeps failing, but that's as far as we have reached. Will try this number now to see if it goes somewhere different.

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Fri, 24 Sep 2021 17:05:23 GMT

Got me to the same point/team. Sm action had been noted so despite being over SLA again, more holding of breath.

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Fri, 24 Sep 2021 19:03:07 GMT

....and now the order is showing as cancelled. What the hell is going on?

Re: Digital Voice: inbound calls still don't come through after a week

imjolly — Fri, 24 Sep 2021 19:07:31 GMT

As often happens there is a second order made then noticed and duplicate then deleted - possible?

I have asked mods to see if they can help and they will post here

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Fri, 24 Sep 2021 19:22:31 GMT

Thanks. Possibly an error in the original order. Will wait to see if it gets replaced. Outbound still seems to work.

Re: Digital Voice: inbound calls still don't come through after a week

DanielS — Fri, 24 Sep 2021 19:50:24 GMT

Hi @Japrober,

I am so sorry to read about your Digital Voice not working right. We'll take a look into this for you. You can reach us by replying to my private message.

Thanks

DanielS

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Mon, 27 Sep 2021 17:14:44 GMT

Was supposed to be called back about Bridging Team actions today. Nothing received. When I called I was told the order is cancelled and those actions are not happening. Aaaaarrrrrggggghhhhh

Re: Digital Voice: inbound calls still don't come through after a week

Japrober — Tue, 28 Sep 2021 19:26:45 GMT

Thanks for your help. Not sure who did what but although the new order that had to be opened last night still shows 'open', incoming calls finally started to work this morning so I've fewer redundant handsets.

It's going to be a long haul to 'switch off' in 2025...