This topic

Elderly mother cannot recieve calls from Mobiles

amco48 — Wed, 30 Oct 2024 17:53:27 GMT

Hi,

Since my mother moved to digital voice she can't receive calls from mobile phones. She has carers who need to be able to call her landline by mobile phone.

I spent hours on the BT online chat discusssing this issue. They came back to me and said it was a technical problem and they would have it sorted soon. The next day I received an email saying it was fixed. It's not fixed.

I called again and spent an hour on the phone waiting. A man got back to me only to say the department he was trying to get through to had closed and he would call me back. He has not called me back.

I've had enough of online chatting and calling and am ready to make a written complaint.

Thought I'd try here first to see if anyone has had this problem and how they got it resolved.

Thanks for reading.

Re: Elderly mother cannot recieve calls from Mobiles

jac_95 — Wed, 30 Oct 2024 17:57:39 GMT

Hi amco48,

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: Elderly mother cannot recieve calls from Mobiles

Anonymous — Wed, 30 Oct 2024 18:00:29 GMT

It's nearly always an issue with an incomplete port of the old number. Try calling again & asking for escalation to TMC.

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Wed, 30 Oct 2024 18:03:25 GMT

Thank you 🙂 What does TMC stand for?

Re: Elderly mother cannot recieve calls from Mobiles

Anonymous — Wed, 30 Oct 2024 18:07:07 GMT

Technical Management Centre.

Re: Elderly mother cannot recieve calls from Mobiles

Leanne_T — Thu, 31 Oct 2024 09:29:58 GMT

Morning @amco48

I am sorry your Mother is unable to receive calls from mobiles and appreciate how important this is to be up and running.

Have you spoken to the team again since last night?

Please let me know how you're getting on and if you need any help 🙂

Leanne.

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Mon, 04 Nov 2024 18:11:27 GMT

Hi,

I called BT last Monday and waited on the phone for almost an hour until the guy got back to me to tell me the department he was trying to get through to was closed. He said he'd call me back on Wednesday, but he never called.

So I called again today and was told the issue is with the consumer product unit and will be fixed by Thursday (we will see!)

Apparently it's a 16 day wait to get through to the TMC.

My mother has a mobile phone and her carers are currently contacting her through that, but it's not great as she struggles to answer it! One of her carers called today while in the house and my mother's phone rang, but when I tried and my brother tried the phone didn't ring. Also, other people have called from landlines and not got through, including her bank. But if you call from a BT landline you get through no problem!

Fingers crossed this issue is sorted on Thursday.

Re: Elderly mother cannot recieve calls from Mobiles

Michael_D — Tue, 05 Nov 2024 08:59:13 GMT

Thanks for letting us know @amco48.

Please keep us updated with how it goes on Thursday.

Michael

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Tue, 05 Nov 2024 17:41:10 GMT

Well I received an email today to say the problem has been fixed...but guess what...it hasn't been fixed. I still have the same problem. This is the second time they've told me it's fixed when it's not. I feel like I'm going around in circles with them.

Re: Elderly mother cannot recieve calls from Mobiles

Linzi_H — Wed, 06 Nov 2024 08:26:25 GMT

Hi @amco48

I'm disappointed to hear you're no further forward with this.

Was the email from one of our Guides that have been helping with your query?

Linzi

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Wed, 06 Nov 2024 08:42:19 GMT

Hi,

It was from BT Comms. I'm going to wait until Thursday before I request another call back. This will be the fourth time in total that I've contacted BT about this. And the second time they've told me it's fixed when it's not fixed. My mother is very stressed by it and worried she's missing people's calls to her landline.

Re: Elderly mother cannot recieve calls from Mobiles

Linzi_H — Wed, 06 Nov 2024 10:19:12 GMT

I completely appreciate your mother is worrying about missing calls @amco48, and I know you both will want this sorted as soon as possible.

Have you escalated this and spoken to a team leader? Have you opened a complaint when speaking with us over the phone?

Linzi

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Sat, 09 Nov 2024 18:56:13 GMT

Hi,

I spoke to a lovely BT Guide today who said it was a porting issue and the problem has been passed to the wrong people. He said the ROB team should be dealing with it. Unfortunately, they are closed at weekends so I need to arrange a call back on Monday. He apologised for how long it has taken to get any sense and said as soon as the ROB team are on it it will be fixed in 24 to 48 hours. Fingers crossed.

Re: Elderly mother cannot recieve calls from Mobiles

Michael_D — Sun, 10 Nov 2024 09:41:57 GMT

Thanks for the update @amco48.

I'm glad to hear that it is starting to move forwards.

Please keep us posted with how it goes over the next few days.

Michael

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Wed, 13 Nov 2024 18:29:22 GMT

I spoke to another helpful BT Guide yesterday to help get this problem sorted. I was on the phone for an hour and he said in his 20 plus years working for BT he's only seen this problem twice. I'm not exactly sure what the problem was, but he also said the order for digital voice had only partially gone through!?! How does that happen?

Anyway, the solution was to reorder digital voice and give my mother a TEMPORARY new phone number. Everything is now working.

I have to call them tomorrow to ask for the old number to be reinstated. Apparently they will do that. I think they said it can take up to 10 days. It's a total inconvenience for my mother as no-one knows her new number. However we are happy to have a solution. Fingers crossed it all still works when she gets her old number back.

Thanks for your help 🙂

Re: Elderly mother cannot recieve calls from Mobiles

Anonymous — Wed, 13 Nov 2024 19:10:31 GMT

@amco48wrote:
I spoke to another helpful BT Guide yesterday to help get this problem sorted. I was on the phone for an hour and he said in his 20 plus years working for BT he's only seen this problem twice. I'm not exactly sure what the problem was, but he also said the order for digital voice had only partially gone through!?! How does that happen?

As per post #3, this type of error has been posted on these forums repeatedly for a very long time. It's pretty much always been a failed number port & it always takes weeks to find someone who knows how to resolve it. Now that the Mods with account access have been dispensed with, I can only see that getting worse. There's clearly absolutely zero communication between BT employees on this or other common issues.

Re: Elderly mother cannot recieve calls from Mobiles

chrisjp — Wed, 13 Nov 2024 21:05:52 GMT

"He said the ROB team should be dealing with it. Unfortunately, they are closed at weekends so I need to arrange a call back on Monday."

But why can't the "lovely BT Guide" (Guy?) take ownership and HE pass the problem on to the ROB team when they are back in work. Why is it always passed back to the customer to make yet another call?

Re: Elderly mother cannot recieve calls from Mobiles

chrisjp — Wed, 13 Nov 2024 21:10:52 GMT

"I have to call them tomorrow to ask for the old number to be reinstated. Apparently they will do that. I think they said it can take up to 10 days."

Please keep us informed of progress. Past experience unfortunately shows that promises by BT to "re-instate your old number" once a tempoirary number has been issued are often not kept, and the old number is somehow "lost".
Re-ordering DV and issuing a temporary number is surely a cludge of a remedy for something BT has messed up.

Re: Elderly mother cannot recieve calls from Mobiles

amco48 — Thu, 21 Nov 2024 17:24:36 GMT

Hi,

My mother has got her old number back and everything seems to be working at last! It only took one month and a lot of inconvenience and hassle! Hopefully, there will be no more issues.

Re: Elderly mother cannot recieve calls from Mobiles

Leanne_T — Fri, 22 Nov 2024 08:24:21 GMT

Hi @amco48

Thank you for coming back and providing an update and I am very sorry this has taken a month to get resolved.

If you need any help in the future please pop back to the community 🙂

Take care.

Leanne.