This topic

Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Sat, 12 Oct 2024 22:31:45 GMT

Hi,

Looking for advice, We got forced to switch to digital voice and it's been a farce. So far…

1. June - was forced to choose a date to switch over

2. BT sent the hub to a two year out of date address

3. Informed them, they then send two to our correct address and threatened to charge me if I didn't send all three back, despite needing one for the switch over

4. July - Engineer came to fit new digital socket, engineer was 12 hours late, then told us that he couldn't put the cable over because of a tree and open reach would arrange tree surgeon

5. September - Six weeks later open reach turned up, told us that the tree wasn't a problem after all and put the cable up

6. Broadband worked straight away, no incoming calls on digital voice, EXCEPT one EE number can get through.

7. Phoned BT, said it would be fix three days later. Not fixed.

8. Phoned BT a week later, said the hub may be faulty sent out (yet another) hub

9. October - The hub arrived, set up. No change

10. Phoned BT a week later, spent an hour on the phone going through every test. Guy on the phone said it would be fixed in the week, was with "back office".

11. A week later, still not fixed.

I'm at the end of my tether. Also the end of my contract. Looked at possible options to move to new BT contract. Go to the broadband deals page, see an offer for 300MB, 24 months, £39.99 for broadband and digital voice. Add to cart, price rises from £39.99 to £73.12. I don't understand why.

I can't believe the poor customer service. Can someone offer any help please? I am desperate, no one can offer any sort of solution or explanation. When I check the fault status on my account page, it says it's fixed.

Looking at other providers, and I can move to Sky for £31 for 500MB a month or Vodafone for £36 for 910MB. Do BT just want to get rid of me by offering poor service and poor value? So frustrating.

Re: Digital Voice - No incoming calls, except from one EE number.

jac_95 — Sun, 13 Oct 2024 00:02:39 GMT

Hi mistertibbs,

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: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Mon, 14 Oct 2024 07:30:54 GMT

I spent two hours on the phone to BT in Sunderland yesterday. The advisor was convinced that it was something to do with the junk voicemail feature on the line and took it off. Said everything would be fine this morning. Guess what… it still isn't fixed.

To add insult to injury, I mentioned the issue I was having with the price and said he was going to transfer me to someone who could help. Guess what… he didn't! The line went dead and after two hours that I will never get back, I am no further on.

Re: Digital Voice - No incoming calls, except from one EE number.

Christopher_G — Mon, 14 Oct 2024 13:08:20 GMT

Hi @mistertibbs

I'm sorry to hear that your issue still isn't fixed, and that the connection to your call was lost.

I recommend getting back in touch with our technical support team so they can continue with the diagnostics to try and fix the problem.

Chris

Re: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Mon, 14 Oct 2024 13:29:55 GMT

Thanks. I have, several times on the web chat, four times on the phone. Each time I’m told how strange it is, but never seem to get it resolved.

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Tue, 15 Oct 2024 17:20:50 GMT

I have got exactly the same issue since migration to DV a few weeks ago. Only EE mobile can reach my landline. No other mobile operator or landline. A 150 support lady from BT office could reach it. But I assume EE and BT internal phone network are somehow similar. I have only discovered it on Sunday 13th Oct. Have been on the call with 150 three times every day since. Around an hour each time and no success. Lady today said she send it to TMC. No problem number is given. I have little hope it will be resolved any soon, to be honest.

Can anyone from BT give an assurance that anyone is looking into the problems?

Re: Digital Voice - No incoming calls, except from one EE number.

Alex_H — Wed, 16 Oct 2024 08:44:57 GMT

Hi @MattHml,

Welcome to the BT Community

I am sorry you are having an issue with your Digital Voice service. Once TMC pick this up to fix it, they should contact you with updates. Do you have your MyBT account setup and is your fault showing when you login?

You can check using the Login and track button at the bottom of this page Report and track your BT problem | BT Help

Alex

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Wed, 16 Oct 2024 10:12:30 GMT

Hi Alex,

@Alex_H

Thank you for getting back to me. No, it is not listed in the faults.
"There are no faults to display for this account."
Despite three times contacted 150 and one time run a bot via text to 61998. It looks like BT has got a number of separate systems for fault reporting and they are not interconnected. I would assume i would have a fault number first time I called and then every next engineer would examine what had been done and carry on. But it seems BT has a different ideas of incident management.
Is the fixing faults via chat as like doing dental work via mobile phone: only good to say hello, sorry and good buy? Or am I completely wrong?
With kind regards
Matt

Re: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Wed, 16 Oct 2024 11:48:45 GMT

What is TMC?

Re: Digital Voice - No incoming calls, except from one EE number.

Alex_H — Wed, 16 Oct 2024 14:27:04 GMT

@MattHml It wont always update straight away on your online account, but if it has been raised into TMC you should be able to get a reference number for that. The fault would be open on your account already for a guide to see when you contact.

Depending on if faults were raised or not on previous queries there may have not been a reference number, but the account notes should hold the details, I am sorry it has not been a smooth experience.

The BT chat team are able to offer technical support and open or check on tickets for them if needed. Unfortunately we have no account access through these forums for me to be able to confirm the status for you.

@mistertibbs TMC is just the name of a back office team within BT, when a diagnostic is run with a guide certain issues may need raised into them to help resolve.

Alex

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Wed, 16 Oct 2024 14:40:14 GMT

@Alex_HThis is the exactly my point. I am told yesterday by a lady on 150 line the case is raised to TMC. No one has contacted me since. No reference on my account. How do I know TMC is looking into this? Did a lady on 150 line lie?

Another lady on 150 I spoke a day before yesterday told me that she raised an issue to openreach. But the lady I spoke yesterday did not find any mentioning about openreach contact on my records. Did another lady lie too?

Instead of someone is fixing the problem that I have got since migration to DV the only what I have is wasting of my time on the phone and empty promises that I have to wait till next day.

It seems no one has any power to do any real work. It is sorry state of affairs, I must say.

Kind regards

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Wed, 16 Oct 2024 17:52:31 GMT

Hello @mistertibbs

I have got exactly the same issue since migration to DV a few weeks ago. I have just been on another call with 150 line and the idea has come. My number used to be with Virgin 8 years ago before moving to BT. I am wondering can the fault I have now is because something was not done properly 8 years ago while moving the number from Virgin to BT. I want to ask you, if you do not mind. Have you ever been with Virgin before moving landline to BT?

Kind regards

Re: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Wed, 16 Oct 2024 19:56:10 GMT

Afraid not. We have moved house in the past couple of years and brought the number with us. I’m wondering if that could be the problem. ie They didn’t port it to the new address properly.

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Fri, 18 Oct 2024 11:15:15 GMT

Hello @mistertibbs

I have the issue corrected yesterday around 15:00. The correction was on Openreach side, as I am told. Hopefully it was not only for my single number, but in general for all like you and me.

Kind regards

Re: Digital Voice - No incoming calls, except from one EE number.

Jane2018 — Fri, 18 Oct 2024 11:29:23 GMT

Glad yours was fixed. This is one reason I am so glad DV has been delayed for a year or two more as i am dreading losing one or other of my two landline numbers and I never want even for 60 seconds to have to make a call to BT. I wish you could pay eg £300 to have a special manager who comes to the house and sorts all issues out within a few hours.

Re: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Fri, 18 Oct 2024 11:35:40 GMT

Thanks for the update. No change here, but have another call scheduled on Sunday so will mention the open reach thing to them.

Re: Digital Voice - No incoming calls, except from one EE number.

MattHml — Fri, 18 Oct 2024 11:40:43 GMT

@Jane2018

Hi Jane

I did not want DV at all. My opinion we have lost a backup option that we could use if there is no power in a house. But I believe there is much bigger reason for removing physical phone lines from common people. I am sure a lot of "important services" are still to use physical lines. But this is just a "conspiracy theory".

I rejected BT's original "everything will be nice in DV world, for the same price!" offer but agreed only when the monthly bill was cut 50%. This is the lesson for those who is still on physical line - do not agree on first offer but negotiate the price reduction. At least you would get some compensation for the loss.

Kind regards

Re: Digital Voice - No incoming calls, except from one EE number.

mistertibbs — Sun, 20 Oct 2024 11:03:39 GMT

Had my call with BT today, who said he needs to speak to open reach, who aren't there at weekends. One of his colleagues will pick it up and call me tomorrow. Fingers crossed.

In the meantime I wanted to speak to someone regarding getting the cost of our plan down, and was put through to the "value team" in Hull.

I was transferred to someone who was chewing, tutting and sighing, asking how my phone was plugged into the wall. I explained that it was paired to the router, tutted and sighed again, and said "no, but how's it plugged in to the wall". Sounded like a disinterested, hungover teenager.

I told him to forget it and hung up. If this is who's looking after customer retention, then good luck BT.

Re: Digital Voice - No incoming calls, except from one EE number.

Burnside5 — Mon, 21 Oct 2024 16:00:15 GMT

I have the exact same issue, can receive calls from EE mobiles but nothing else. It's been 2 weeks now, numerous calls with Tech Support and even a visit from an OpenReach engineer, bot no joy. I just get told that it's been handed over to the offline team then don't hear anything. I then have to call in again, go through the same questions and checks and then be told it's again been referred to the offline team. Going round in circles here.

Re: Digital Voice - No incoming calls, except from one EE number.

Burnside5 — Mon, 21 Oct 2024 16:06:39 GMT

"In the meantime I wanted to speak to someone regarding getting the cost of our plan down, and was put through to the "value team" in Hull.

I told him to forget it and hung up. If this is who's looking after customer retention, then good luck BT."

Haha I had a similar experience, only tech support put me through to them as apparently they could save me money on my bill by 'transferring' to EE. The offer was a new plan with everything I have now and 40% off for the 1st 3 months, it would then be £21 a month more than I am paying now on a 2 year contract. So their offer to save me money would have actual cost me an extra £300 over the course of the contract!