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No calls from mobiles since move to Digital Voice

Anna04 — Sun, 13 Oct 2024 14:38:36 GMT

My elderly parents have recently switched their broadband and phone package from BT business to BT residential (now EE) and have also had to move to digital voice.

I won’t bother going into detail regarding the problems we experienced with the order, however the switch over was eventually successful. The problem now is that following porting their old telephone number, they can make calls out but can only receive calls in from my BT landline. The reason why they wanted to keep their landline number is because my father has a heart problem and is currently receiving cancer treatment, therefore doctors and the hospital have their old number on their records.

We were originally told if we wanted to keep the number we needed to contact BT 24 hours before the switch. When we did this, we were told we should request the number to be transferred 24 hours after the switch. Eventually the old number became live on 3rd October, however following this, they can no longer receive calls from mobiles. We were told this was because an existing order was in process and this was affecting their service (although we have no idea what this order was). However, time has passed and my parents can still only receive calls from my landline.

My mother has contacted BT several times and has been promised that they are a priority and it will be fixed; the most recent completion date given was Friday 11th October, midnight.

My parents remain isolated as the family cannot contact them, since most people use mobiles.

Can you please advise how we can get the problem resolved ? The service was working until their old number was ported. Please help.

Re: No calls from mobiles since move to Digital Voice

jac_95 — Sun, 13 Oct 2024 14:42:39 GMT

Hi Anna04,

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: No calls from mobiles since move to Digital Voice

HHGTTG — Sun, 13 Oct 2024 15:29:55 GMT

Hmmm, my béte noir using mobiles that is. I wish so many people wouldn't ditch their landlines as I think that landline calls are generally so much better and reliable. Yes, I know they cost more to add to just a Broadband only package but at least one can have decent conversations with other people.

I have a friend that lives about 35 miles from me who has no landline phone and frankly when he phones me on my mobile OR my landline we generally have to terminate our conversations before we wish to as a result, I expect from poor reception at his end. I suppose it's because people spend a mint on mobile phone contracts and end up with phablet sized mobiles that they feel their landline phones are an unnecessary waste of money.

Re: No calls from mobiles since move to Digital Voice

NigelB72 — Sun, 13 Oct 2024 18:10:15 GMT

@HHGTTG most mobile phones and operators now support WiFi calling, it's just a case of enabling it. This would mean that any calls made or received are completed via the WiFi connection on the broadband rather than mobile network. Extremely handy if you're in a poor signal area.

Outbound calls and texts also come off your normal mobile call package.

Re: No calls from mobiles since move to Digital Voice

HHGTTG — Mon, 14 Oct 2024 06:47:30 GMT

Let's hope there are no power outages then, with WiFi calling, that is😁

Re: No calls from mobiles since move to Digital Voice

Christopher_G — Mon, 14 Oct 2024 08:32:37 GMT

Hi @Anna04

Welcome to the community.

I understand the importance of this, especially with your father being unwell. I've sent you a private message to get some information from you.

Please take a look and get back to me.

Thanks

Chris