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New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Wed, 09 Oct 2024 12:34:06 GMT

I am sure this has been asked lots already but search did not bring up a match. So my phone service was migrated to Digital Voice yesterday, new hub all works fine and my existing analogue phone can make calls without any issues, however it does not receive any calls.

I have plugged the phone base directly into the router, same problem, into the router using a filter, same problem, set up and paired the plug in adapter, still the same problem.

Can anyone help, we only use the phone for incoming calls from elderly family members so is completely useless now. And to be perfectly honest I should not have to buy a new phone because BT decided to force this change onto us.

Re: New Digital Voice Service - I can make calls out but not receive any

jac_95 — Wed, 09 Oct 2024 12:37:39 GMT

Hi Burnside5,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: New Digital Voice Service - I can make calls out but not receive any

imjolly — Wed, 09 Oct 2024 12:56:20 GMT

have you reported the problem to CS 03301234150?

Re: New Digital Voice Service - I can make calls out but not receive any

Anonymous — Wed, 09 Oct 2024 13:17:56 GMT

Historically these issues seem to have been a result of a faulty/partial port of the number to DV.

If you get nowhere with 150, ask for the matter to be escalated to TMC.

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Wed, 09 Oct 2024 13:23:44 GMT

Not yet as wasn't sure if this was something I simply needed a different adapter for, I connected to online chat and they are sending me one but it's likely to be the same as the one I already have

Re: New Digital Voice Service - I can make calls out but not receive any

imjolly — Wed, 09 Oct 2024 13:37:42 GMT

sounds like number not ported to DV correctly do you know if all calls or calls from home phone and/or mobile calls

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Wed, 09 Oct 2024 14:04:00 GMT

This appears to be the issue, thanks, informed it should be resolved inside 24 hours.

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 12:04:14 GMT

Hmm so I received an email and SMS this morning informing me that the setup is now complete, on testing I can still make outbound calls but now when I call the home phone it is permanently engaged. Guess I need to call CS again, I have requested 2 call backs from them but these have not happened.

Re: New Digital Voice Service - I can make calls out but not receive any

imjolly — Fri, 11 Oct 2024 12:22:06 GMT

have you reset the hub since fault fixed?

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 12:45:29 GMT

Yes, as have CS. Line fault apparently

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 12:46:51 GMT

We're sorry about your fault. We hope to have it fixed by midnight on 16/10/2024, but we'll do it faster if we can.

As it's a network issue, the engineer won't need to visit your home. If this changes, they'll contact you.

You don't need to call us as we'll let you know what's happening. Or you can use our online fault tracker to check for updates. Your fault reference is: VOL013-xxxxxxxxxxx

Re: New Digital Voice Service - I can make calls out but not receive any

Anonymous — Fri, 11 Oct 2024 12:47:36 GMT

Just to be clear, this is a factory reset using the pin hole on the back of the router, not just a reboot. Not sure that can be done remotely.

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 12:56:49 GMT

He told me he was doing a factory reset so assumed this was the case

Re: New Digital Voice Service - I can make calls out but not receive any

Anonymous — Fri, 11 Oct 2024 13:16:23 GMT

Can't hurt to try for yourself to be certain. Hold the reset until lights start to flash, can take 20-30 seconds.

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 16:19:20 GMT

Yep, I’ve done it, makes no difference still the same issue. Now received a SMS saying the fault it fixed, it hasn’t, so another call to tech support. Tried loads of things, nothing worked so have passed it on OpenReach and an engineer will visit next week. Of course they have closed my fault as ‘fixed’ and now opened a new one, bizarrely titled ‘Broadband - Dropper Connection’ even though no broadband issues, just DV

Re: New Digital Voice Service - I can make calls out but not receive any

Anonymous — Fri, 11 Oct 2024 16:22:06 GMT

Worth a try.

DV has nothing to do with Openreach, so a visit from them will get you nowhere unfortunately.

Re: New Digital Voice Service - I can make calls out but not receive any

Burnside5 — Fri, 11 Oct 2024 16:31:51 GMT

My thoughts exactly but Tech Support are saying nothing wrong with the service so it must be a line fault

Re: New Digital Voice Service - I can make calls out but not receive any

MattHml — Tue, 15 Oct 2024 17:39:30 GMT

I have got similar issue since migration. I have called 150 three times. Every time the operator spend an hour checking something. Ending call by escalation somewhere and asking to call back tomorrow. When I call tomorrow is like a first time - same questions again, similar checks and tell to call in 24 hours or it may be fixed in a few days. No fault reference number that I may use next time. My landline has been migrated to Digital Voice last week of September and since no one but EE mobile is able to call on my landline. I have seen on the community it seems like a common problem. Why there is no solution but only unhappy people who have problems?

My last call to 150 ended by escalation to TMC. How can I know TMC works on a problem? Or I will end up tomorrow with the same 150 operator doing same things again with no success?

Re: New Digital Voice Service - I can make calls out but not receive any

JR65 — Wed, 16 Oct 2024 08:52:07 GMT

I have the same problem and have been told it will be fine by midnight, in 24 hours etc but still no connection. I'm now told it will be fixed by Friday but don't hold out much hope. Callers are told to leave a voicemail but of course voicemail isn't working. I almost missed a medical appointment due to this but fortunately, having gone onto Patient Access to check for results, I noticed an appointment had been arranged.

Re: New Digital Voice Service - I can make calls out but not receive any

JR65 — Wed, 16 Oct 2024 08:53:06 GMT

I should have added that I can't make or receive calls.