This topic

Digital voice (FTTP new install) - can dial out but not receive calls

jam_cam — Fri, 28 Aug 2020 21:15:21 GMT

Hi, I had an FTTP installation today - all working great.

If I dial out from my DV handsets to my mobile, caller ID shows my landline number and the call connects successfully.

However, if I then call my landline number from my mobile, the DV handsets don't ring. If I plug a landline phone into my old master socket, it rings and I can receive the call.

Any ideas?

Thanks in advance,

jam_cam

Re: Digital voice (FTTP new install) - can dial out but not receive calls

Keith_Beddoe — Sat, 29 Aug 2020 07:31:17 GMT

@jam_cam

Is this page any help?

https://www.bt.com/help/landline/how-do-i-activate-my-new-fibre-home-phone-service-

Re: Digital voice (FTTP new install) - can dial out but not receive calls

jam_cam — Sat, 29 Aug 2020 07:38:38 GMT

Thanks for the suggestion. I don’t have a copper/fibre switch. I tried calling the 142599 number but was not recognised. No mention of any of this in the getting started leaflets, so presume inbound calls should be working the same as outbound...?

Re: Digital voice (FTTP new install) - can dial out but not receive calls

Keith_Beddoe — Sat, 29 Aug 2020 07:47:14 GMT

It sound like a network issue, where the incoming path is still being routed to your local exchange.

Give the FTTP team a call on 0800 587 4787 and see if they can get the network routing sorted.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

jam_cam — Sat, 29 Aug 2020 07:56:31 GMT

Yes, thanks. Just spoke to them and they can see the issue. Said will take to Weds to be resolved.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Thu, 24 Dec 2020 16:59:41 GMT

We've having similar problems, but it seems to be sporadic. Some people can get through fine if they call us from a mobile, but some who dial from Landline can't. We've had five people test it, on Virgin, Sky and they can't get through. Yet MOST mobiles CAN get through, very ocasionally on my work o2 Phone it won't get through, and I can always get through on my personal EE mobile? Can't work it out. Reported and hopefully they'll find an issue. Was with Sky before for house phone. Most odd.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

imjolly — Thu, 24 Dec 2020 17:37:39 GMT

@davidmbell

Did you phone the FTTP TEAM 08005874787 as previously suggested by @Keith_Beddoe

Re: Digital voice (FTTP new install) - can dial out but not receive calls

jam_cam — Thu, 24 Dec 2020 17:44:15 GMT

My situation is still an absolute mess. I still have to use copper phone line for landline - DV inbound does not work at all. Worse than that, we have no caller ID on the copper line so can’t bar nuisance calls which are a nightmare.

BT absolutely clueless, original case is still open but it’s just gone into a void - no-one seems to have any knowledge, ability or willingness to fix.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Thu, 24 Dec 2020 17:46:58 GMT

I've phoned someone and been through to the FTTP team. Twice in fact. First person, whilst lovely went through the clear obvious automated checklist. Rebooted router etc etc. Had me plug a basic old phone in to the back of the router. 2nd person I spoke to today said "he would fault it".

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Thu, 24 Dec 2020 17:47:31 GMT

That doesn't bode well does it.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

DvDaf — Wed, 30 Dec 2020 14:28:23 GMT

I too have had a similar problem since switching to BT, the digital voice allows outbound calls but no inbound.

I checked all the settings within Digital Voice to ensure that there are no blocks or call diversions in place via the BT Call Protect & CNF settings page.

Contacted BT and they have confirmed that there is a configuration issue, they've also sent a free set of BT digital voice handsets for the inconvenience.

Hopefully they'll have the issue resolved shortly, fingers crossed. 😁

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Wed, 30 Dec 2020 14:35:40 GMT

How long has this been going on for you? I don’t know if I ought to be kicking up more of a stink?

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Wed, 30 Dec 2020 14:41:38 GMT

Have a nosey at https://www.ispreview.co.uk/talk/threads/bt-broadband-voip-problem.36856/page-2

And one of the guys on there has been trying to help me, he’s looked in to my number and suggests it once was a Virgin number (before we moved here previous owner had our number in a previous house with Virgin)

;

””When a number which is ported ceases the Losing Communication Provider hands it back to the Range Holder (RH) who then needs to set up the new routing or leaves the number vacant.

If the Gaining Communication Provider is the RH then they can deal with this and setup the service. However if the RH is another CP then instead of it being a simple switch it needs the RH to be informed to set up the routing to the Gaining Communication Provider.

In your case it appears that Sky is the LCP, BT is the GCP and Virgin are the RH. So that is probably where the issue is.

I suspect that they have either not been told or have not acted accordingly.“”

Re: Digital voice (FTTP new install) - can dial out but not receive calls

nigelwarfield — Thu, 01 Apr 2021 08:20:54 GMT

I have had an ongoing issue with the new Digital Voice HD phone. Installation was easy and I installed the phone last December and it worked for what we thought all out going calls we made and "incoming calls".

It was after Christmas when we realised in January 2021 that some incoming calls were not getting through and after a short period of investigation reviewing whether I had accidentally blocked these callers ( who eventually rang in on our mobile numbers) I lodged a fault/complaint with BT at the beginning of Feb this year and BT kept updating the website over the last couple of months to say fault is still undergoing investigation. Then the update changed to stating that they hoped to have the fault rectified and getting fed up with this I complained yesterday on 31 March and eventually someone rang back and said that they would ring me again today when they had more information. Mysteriously I get an email yesterday stating that they had"closed my case" (We've now closed your case. Your reference number is V***************. etc. )

THE PROBLEM is the same old same old. After one call by me to one of the engineers I was told that there might be an issue with callers being routed through old legacy exchanges.
One of the failed callers I pointed out was NHS Wexham Park Slough hospital who complained that they could not use our "landline number" it was critical at time as Mother in Law was undergoing surgery and we needed emergency contact. Another caller was the solicitors firm for my fathers estate and complained that our landline was blocking calls.

It seems as though all mobile callers can get through and some landlines but not all.

Now the problem still exists so is this the way BT fix problems?

I have to say that having moved to a new house with FTTP fibre etc and being sold a new install and being advised that such problems that we had with our old BT install in our old house over in Warfield where we got faults so regularly we were always getting small comp payments from BT I thought that I had left all these time consuming hassles behind me!

Re: Digital voice (FTTP new install) - can dial out but not receive calls

NeilO — Thu, 01 Apr 2021 08:35:00 GMT

Hi @nigelwarfield welcome back to the community and thanks for posting, I'm sorry to see you're having problems receiving some calls after transferring to digital voice. I've sent you a private message so you can get in touch.

Thanks

Neil

Re: Digital voice (FTTP new install) - can dial out but not receive calls

RIC9380 — Thu, 01 Apr 2021 11:07:12 GMT

Hello.

I'm having a similar issue with DV since BT put a cease on my landline service without telling me a couple of weeks ago. I'd had the DV service since 2019 without any problems. After many calls and 4 hours on my mobile phone to various agents the line was eventually restored but I was told my old (BT) number of 20 years had been "lost" and I would have to have a new number! Now I'm unable to receive calls from my family in Australia and friends in NZ.

Although reported to BT over a week ago no agent registered this as a fault until yesterday!

Can any of the Mods help please?

RIC9380

Re: Digital voice (FTTP new install) - can dial out but not receive calls

nigelwarfield — Mon, 08 Nov 2021 12:20:20 GMT

I have had same problem but BT state that it is not there issue but it is blamed on person/businesses calling from older equipment and exchange equipment installed in office for example our BT HD digital line is Bracknell 01344 and works with all mobile no’s dialling in but Wrexham Park Hospital from older NHS switching internal board gets number not working tone from their 01753 no. But 01753 nos from Windsor modern exchange works but my solicitor can’t use the number as in their office they have private switchboard and phone equipment that is clearly not compatible with fibre lines so they get unavailable etc They are miles away near Guildford ie Haslemere exchange.

We have given up and use phone for outgoing but anything important we advise use our mobiles

Impossible to resolve BT suggested keeping a log of those numbers but forget that we can dial out to all numbers but anybody including NHS Hosp has to be advised to USE OUR MOBILE numbers

Very dissatisfied with this and no fix is on the horizon unless we had old copper installed which being new house on all fibre estate not feasible

so big warning on this issue to anyone installing on a new estate

Re: Digital voice (FTTP new install) - can dial out but not receive calls

Katebadapple — Fri, 04 Feb 2022 14:16:58 GMT

Did any of the moderators ever solve this issue about new DV lines not accepting incoming landline calls or calls from some mobiles? We are two months into a loop where BT keep doing the same reset over and over again with the same results…. Like other users with similar problems we are a new build with a fibre line…

Re: Digital voice (FTTP new install) - can dial out but not receive calls

nigelwarfield — Thu, 10 Feb 2022 10:44:45 GMT

No this has never been resolved. BT simply asked us in the end to keep a log of all the callers who claimed they could not use are new Fibre landline which is self defeating but they did not realise what they were asking.

Our landline works ok receiving mobile nos. That has never been an issue. It does receive calls from modern exchanges

They blamed on the caller using an old fashioned exchange to route their calls through??!!! Nonsense of course.

They dont like being reminded that most NHS hospitals use old analogue exchanges inside the hospital or at some hub that means that hospitals have to be given the mobile contact numbers

It has been conveniently brushed under the carpet by BT and when the contract is up I will review. They have historically elevated the case but as the last discussion was that the onus was on us to keep a log I gave up.
We simply give out our mobile numbers now and dont bother giving out our landline to be on safe side.
It can be used as far as I am aware for all out going calls that we make.
So we are operating with about 75% efficiency I guess.

Nigelwarfield.

Re: Digital voice (FTTP new install) - can dial out but not receive calls

davidmbell — Mon, 14 Feb 2022 16:08:50 GMT

Ours was an issue with Sky not releasing the number properly.