This topic

Can't access DV 'Call Protect' feature using BT account

Vinny_L — Mon, 14 Nov 2022 16:39:25 GMT

Hi,

About 6 months ago BT upgraded me to Digital Voice and gave me the BT Advanced Digital Phone. Unfortunately, I've managed to inadvertantly block a friend's phone number and want to unblock it. I've logged into my BT account and gone the options to manage Digital Voice features, specifically 'Call Protect', so I can remove the number from the block list. However, I am unable to access it or any of the Digital Voice features as they all say:

'Please contact your account holder to manage this feature'

I am the account holder!

At the moment, I've had to switch off 'Call Protect' (using 1572 from the phone) to disable call blocking so my friend can ring me without getting the awful BT blocked call message! And, of course, now I can't block any real scam calls.

Any suggestions as to what I might be doing wrong or why BT thinks I'm not the account holder?

Thanks in advance.

Vinny

Re: Can't access DV 'Call Protect' feature using BT account

jac_95 — Mon, 14 Nov 2022 16:42:16 GMT

Hi Vinny_L,

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.

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: Can't access DV 'Call Protect' feature using BT account

DanielS — Mon, 14 Nov 2022 20:52:24 GMT

Hi @Vinny_L,

Thanks for taking the time to post up on the Community.

It sounds like your online account role is what we call an Account Manager. It lets you view bills but it doesn't give you rights to make a lot of changes. This is usually set up for someone who is helping someone else with their bills.

You will need an Account Holder role. You can find out more here: Account Holder vs Account Manager

Scroll down to the part that says "I should be the Account holder but I'm currently listed as an Account manager. How can I change this?". That should show you how you can become the Account Holder for your online bills.

Let me know how you get on with that, please.

Thanks
DanielS

Re: Can't access DV 'Call Protect' feature using BT account

Vinny_L — Mon, 14 Nov 2022 21:48:43 GMT

Hi @DanielS

Thanks for the suggestion.

I've only ever had a BT account for myself, so a bit confused why BT would think I'm managing it for someone else. Anyway, I made the change and my account details now show me as Account Holder. However, the options to manage the DV features are still saying 'Please contact your account holder to manage this feature' .

Still a bit confused 😕.

Vinny

Re: Can't access DV 'Call Protect' feature using BT account

NeilO — Tue, 15 Nov 2022 10:11:04 GMT

Hi @Vinny_L thanks for doing that and I'm sorry it's still not working. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to help.

Thanks

Neil

Re: Can't access DV 'Call Protect' feature using BT account

Vinny_L — Tue, 15 Nov 2022 12:16:48 GMT

Hi @NeilO ,

I checked my BT account again this morning and, miraculously, I can now access the options to manage DV features. It evidently takes a bit of time for some changes to take effect 🙄.

Thanks all for the help .

Vinny

Re: Can't access DV 'Call Protect' feature using BT account

NeilO — Tue, 15 Nov 2022 12:21:13 GMT

@Vinny_L no worries, I'm glad you got sorted.

Thanks

neil

Re: Can't access DV 'Call Protect' feature using BT account

Brian5856 — Thu, 05 Dec 2024 12:53:01 GMT

I have the same problem. I am the Account Holder but I don't follow your instructions.

Re: Can't access DV 'Call Protect' feature using BT account

7815678 — Thu, 05 Dec 2024 14:38:16 GMT

I too cant access Call Protect on my laptop, when I click onto go to tab nothing happens, have tried messaging BT help line but they are useless and did not seem to understand what the problem is. Looks like a problem with the web site, hopefully it may clear after system updates.

Re: Can't access DV 'Call Protect' feature using BT account

Christopher_G — Thu, 05 Dec 2024 17:45:29 GMT

Hi @Brian5856 and @7815678

If you're getting this problem on more than one device or browser, it may be worth calling into our technical support team, so they can check everything from our side for you.

Chris

Re: Can't access DV 'Call Protect' feature using BT account

7815678 — Thu, 05 Dec 2024 17:53:28 GMT

I only have one device a laptop, I have contacted BT by online messenger but they are useless dont seem to be able to find out whats wrong. As all other functions work it looks like its a problem with just Call Protect. Nothing happens when I click the 'Manage' tap to go into Call Protect page. My list is full so wanted to delete a few older numbers to add new ones. Looks like I will have to delete one at a time on the phone until its fixed. I note others have same problem.

Re: Can't access DV 'Call Protect' feature using BT account

Brian5856 — Thu, 05 Dec 2024 22:24:49 GMT

I can't see settings in Account Holder vs Account Manager

Please help.

Re: Can't access DV 'Call Protect' feature using BT account

Leanne_T — Fri, 06 Dec 2024 09:20:24 GMT

Hi @Brian5856

Thanks for coming back to us,

If the settings are not showing for you, please get in touch with our technical support team, so they can check this for you.

Let us know how you get on 🙂

Leanne.

Re: Can't access DV 'Call Protect' feature using BT account

7815678 — Fri, 06 Dec 2024 10:38:50 GMT

Moderator. I have since tried to access my call protect on another computor, and it the same problem, no response when I click on the go to tap for call protect, so it must be a BT issue.

Re: Can't access DV 'Call Protect' feature using BT account

Leanne_T — Fri, 06 Dec 2024 11:09:02 GMT

Hi @7815678

Thanks for checking.

In this case, please call us and the team can get your Call Protect looked into and help you get this sorted 🙂

Leanne.

Re: Can't access DV 'Call Protect' feature using BT account

7815678 — Fri, 06 Dec 2024 11:36:18 GMT

I have just spoken to a BT advisor but he could not find the problem, nothing wrong with may account settings, so looks like its a computor fault at BT's end which hopefully will get resolved with next update. I asked him to refer the matter to the IT dept.

Re: Can't access DV 'Call Protect' feature using BT account

Leanne_T — Fri, 06 Dec 2024 11:43:46 GMT

Hi @7815678

Thanks for coming back to me and for reporting this to our BT guides.

Hopefully this is sorted soon for you.

Leanne.

Re: Can't access DV 'Call Protect' feature using BT account

lioness — Fri, 06 Dec 2024 13:16:05 GMT

I have exactly the same problem. You press "Manage" and nothing happens.

Re: Can't access DV 'Call Protect' feature using BT account

Brian5856 — Fri, 06 Dec 2024 13:56:24 GMT

I've been helped by a BT adviser on My BT Chat. He has tried all sorts of things, the last being to remove call protect from my package and then reinstall it. He has asked me to wait and check within 24 hrs to see if it cures the problem.

I'll report back the outcome.

Re: Can't access DV 'Call Protect' feature using BT account

Brian5856 — Sat, 07 Dec 2024 17:17:00 GMT

Further to my last. Using BT Chat I have booked an engineer to investigate the MY BT website problem on Wednesday.