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Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 12:31:50 GMT

Hello

Hope someone can help, my elderly father switched to BT in late Nov. He got Digital Voice.

Since it's gone live many people simply cannot call him, while others are fine. I had this myself. People dialing in get messages which I assume are from their provider saying

"can't connect you"
"can't dial that number"
"the number you are calling is not accepting calls"
etc - no rings, no connection.

Outgoing calls are fine.

We have jumped through all the support hoops, resetting router, reconnecting his new BT Dect phones etc - but it's still the same.

We are now on fault reference no. 3, and i'm assured by the chat agent "there is no chance of not getting the fault fixed" this time. They can't tell me what the fault is, or what the engineer did to fix it (I'm suspecting nothing).

The 3rd fault ref is the same as the first one

If anyone has any help to give then fire away...

thanks

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

Keith_Beddoe — Thu, 09 Dec 2021 12:31:11 GMT

@gate23

Please edit out the fault reference as its personal info.

Did he move from another provider, as its possible the old provider has not returned all of the connections back to the BT Retail network?

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 12:32:35 GMT

thanks, message edited.

Yes, he moved from Sky.

Anything I can do about it?

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

imjolly — Thu, 09 Dec 2021 12:33:22 GMT

please delete fault ref as this is public forum and that is specific to you

are people dial your father using full phone code and not the local short dial like before DV

have you checked MYBT then digital voice manage and make sure the settings are as you want then including number of rings

have you tried connect the previous phone before DV to the phone socket on back of SH2? if you try that does that work any better?

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

Keith_Beddoe — Thu, 09 Dec 2021 12:37:59 GMT

@gate23 wrote:

thanks, message edited.

Yes, he moved from Sky.

Anything I can do about it?

See the suggestion by @imjolly as it may just be local callers not entering the full national number.

Was he ever with BT Retail in the past?

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 12:42:38 GMT

are people dialing full code: YES
MYBT settings: ALL GOOD
Connected old phone to router: no

When I look at recently received calls in MYBT it's not showing numbers I know have tried to call. Not sure if it only shows connected numbers in that list, or every number that has tried.

Seems like some numbers are just not connecting through to the BT network. This includes local, national and mobile numbers

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

Keith_Beddoe — Thu, 09 Dec 2021 12:48:34 GMT

It does look like Sky has not completely ported the number. Was the number originally a BT Retail number, or was it a new number issued when he was with Sky?

Try the socket on the back of the Smart Hub 2, as @imjolly suggested, and see if that is any better.

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 12:47:43 GMT

I think BT retail initially, my dad has had that number for 40+ years!!!

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

-Richie- — Thu, 09 Dec 2021 12:48:01 GMT

I'd guess it's a porting issue, you'll find calls from people on BT or EE will get through fine, other networks won't.

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 12:51:49 GMT

will BT sort this out? Do I need to contact SKY?

BT Support chat won't even tell me what fault they found - I'm guessing they are on some script where everything stays very non-committal / vague

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

imjolly — Thu, 09 Dec 2021 13:10:16 GMT

try dialing 17070 and check number is repeated

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

-Richie- — Thu, 09 Dec 2021 13:51:23 GMT

@gate23wrote:
will BT sort this out? Do I need to contact SKY?
BT Support chat won't even tell me what fault they found - I'm guessing they are on some script where everything stays very non-committal / vague

BT will sort it out, Sky won't help as you're no longer a customer.

Support will run some tests and raise a fault if all doesn't come back as it should, no BT departments use scripts though.

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

RobbieMac — Thu, 09 Dec 2021 14:34:31 GMT

Hi @gate23

Welcome to the BT Community and thanks for your posts.

I am sorry for the problems your Dad is having receiving calls since moving his service to us. The fact that outgoing calls are fine does point to a number port problem that the guys have mentioned.

I understand how important it is for your Dad's services to be fully working. 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

Thanks,

Robbie

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

gate23 — Thu, 09 Dec 2021 14:46:14 GMT

thank you, message sent

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

n111ckk — Sun, 09 Oct 2022 10:46:23 GMT

I have a slightly different problem, but perhaps with the same cause...

It took ages to get my originally BT number working on Digital Voice (after leaving for a new provider for a couple of years, then returning to BT for FTTP). But success now. However, there seems to be erratic operation: from my main mobile, after a voicemail call to DV yesterday, when I didn't leave a message, subsequent calls for the rest of the day automatically cancelled with Number not valid (or similar message). A second mobile phone did get through, and DV could be used for outgoing calls. I rebooted the hub but no change.

This morning, after a single successful main mobile call, further calls have been erratic. The same applies to the second mobile. No obvious faults with the internet, showing at the moment >300MBd.

I'm not yet using DECT, with two conventional phones wired into the hub BT431A socket.

Come on BT: if you can't make the service reliable, you shouldn't offer it!!!

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

n111ckk — Sun, 09 Oct 2022 10:50:47 GMT

Just noticed the 17070 test call: Ringback is not working...

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

n111ckk — Sun, 16 Oct 2022 09:48:53 GMT

To be fair, BT help-desk Louise took ownership of the problem, with frequent calls to enquire of the current situation, and update me on progress. It now seems to be sorted - apparently my previous provider hadn't properly released the number (D'Oh?). Thanks.

Re: Help with Digital voice - very few incoming calls can dial in - BT runaround

iniltous — Sun, 16 Oct 2022 10:13:24 GMT

17070 ‘ring back’ , on PSTN , was a check of the ability of the PSTN line card to supply ring current, DV is a completely different animal, it would be a fair question to ask why ‘ring back’ is an option, but TBH , the entire 17070 ‘menu’ is irrelevant with DV, and IMHO shouldn’t be present on DV service, presumably they figured removing it would simply provoke people to enquire why 17070 wasn’t ‘working’ .