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Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Fri, 06 Dec 2024 19:48:25 GMT

I’ve recently been transferred to Digital Voice but it hasn’t worked properly since day 1! On installation day the router etc hadn’t arrived so the engineer came looked at our router for less than 2 minutes then went away. He assured us that we’d still be able to make & receive calls even though we didn’t have the Smart Hub 2.

No surprise that within an hour we couldn’t make or receive calls. Upon calling 150 I was told that it was because we had been transferred over to digital & the phones wouldn’t work until the new router arrived. By the way, a new router etc hadn’t to be ordered because the original order was stuck in the system (as the battery back up unit isn’t currently available).

When the router arrived we plugged the phone in & we could then make calls. However still unable to receive calls. I was assured that it would work the next day. Yet nope. Still not working.
After numerous calls to BT we still cannot receive calls! Today I was told that it is because the original order is still open on the system! Allegedly the connection team have been asked to close the order but that it will take 3 days to do!
I’m not convinced that they will close the order or that it will have any effect!

Please please please can someone help. I am at the end of my tether!

Note that the phone is at the house of my elderly parents so it’s not really acceptable that they cannot receive any calls. I guess I should be thankful they cannot receive still call out. They don’t have mobile phones!

HELP!

Re: Digital Voice - Not Receiving Calls - HELP

jac_95 — Fri, 06 Dec 2024 19:52:39 GMT

Hi SS66Cornwall,

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 - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 10:36:02 GMT

Are there any mods that can help me? I note from other posts that they have been the superstars in getting issues resolved. I really could do with the help if anyone is out there who can assist a damsel in distress!

Re: Digital Voice - Not Receiving Calls - HELP

Keith_Beddoe — Sat, 07 Dec 2024 10:43:59 GMT

@SS66Cornwall

The moderators no longer have account access.

They may post to offer advice.

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 10:45:54 GMT

Oh no 😢. Looks like I’m scuppered then

Re: Digital Voice - Not Receiving Calls - HELP

Keith_Beddoe — Sat, 07 Dec 2024 11:13:05 GMT

There is a BT team that deal with this type of problem, but I think they are very busy, as its a common problem, owing to the complexity of many of the old PSTN routings, especially if the caller is not a BT customer. Mobile phone routings can be especially complicated.

Are you sure you cannot receive calls from other BT customers? What happens when you get an incoming call?

What type of phone do you have plugged into the green phone socket on the back of the BT Smart Hub 2? Some older wired phones can have issues with ringing.

Have you checked voicemail, just in case incoming calls are ending up there?

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 11:19:21 GMT

Have been a BT customer for over 40 years.

Nothing happens when I get incoming calls. I can’t even tell someone is trying to ring!

We have a digital voice handset so nothing plugged into the back of the router.

Other BT customers cannot ring me. Calls not ending up in voicemail.

When people try to ring from BT phones it either does an engaged tone or just a constant tone like the line is dead. From mobiles there is nothing - no noise at all .

Re: Digital Voice - Not Receiving Calls - HELP

imjolly — Sat, 07 Dec 2024 11:26:34 GMT

are your parents registered here https://www.bt.com/help/here-for-you

or here https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 11:28:43 GMT

No they aren’t

Re: Digital Voice - Not Receiving Calls - HELP

Keith_Beddoe — Sat, 07 Dec 2024 11:29:45 GMT

@SS66Cornwall

Do you have a wired phone that you can plug into the back of the home hub, as the BT Digital handsets do have some issues?

I assume you must have been using a different phone before you moved to DV, hopefully you still have it.

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 11:32:38 GMT

Plugged the wired phone into the back. Made no difference. Could make calls but not receive.
Also have a digital voice adaptor - again the same issue persists.

Just want an engineer to come out and sort it out - I am beyond furious & frustrated.

Re: Digital Voice - Not Receiving Calls - HELP

imjolly — Sat, 07 Dec 2024 11:35:51 GMT

this does not need an openreach visit as problem is with BT and can be fixed by them. you need to phone CS 03301234150

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 11:43:43 GMT

Have rung that number multiple times. No-one has any idea why it isn’t working. Wish I’d stayed on the copper wires. Only changed as I was out of contract so to save money I had to move onto digital (wouldn’t allow me to stay on the old lines)

Re: Digital Voice - Not Receiving Calls - HELP

Peter_W — Sat, 07 Dec 2024 13:06:56 GMT

Good afternoon @SS66Cornwall, thanks for taking the time to bring this to our attention.

I definitely want to make sure we get you the best help we can with this.

When was it you spoke to our team about getting the order cleared by the Connections team, and did they advise that someone would get back in touch?
Peter

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 13:20:29 GMT

I spoke with someone yesterday morning at approximately 10am. They didn’t say that anyone would get back in touch. To be quite honest I don’t even know if they did speak to the connections team. I know that sounds harsh but I have been told so many conflicting things that I no longer believe anything that anyone says. They were convinced that the problem was being caused by the digital voice adaptor being faulty. We have plugged phones directly into the back of the hub yet the problem still persists.

Any help at all would be so greatly appreciated

Re: Digital Voice - Not Receiving Calls - HELP

iniltous — Sat, 07 Dec 2024 14:15:56 GMT

Have you checked the directory number on your ‘line’ , you can check it by dialing 17070 or by calling ( for example ) your mobile from your DV line and check the number being forwarded ( and displayed on your mobile ) is the one you expect..obviously if the announcement from 17070 , or the caller display is a different number to the one you expect, then anyone calling the phone number you had cannot possibly ‘ring’ your line , if the number is as expected, chances are some incoming calls will work ( from other DV lines for example ) but calls from other sources are not being directed to the appropriate place , and that’s something BT should address ,in either case an Openreach visit will accomplish nothing but will waste your time and theirs

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 14:41:22 GMT

When I make calls out my number shows as the correct one on the screen of the person I’m calling. Just called 17070 nevertheless and my phone number is correct.

No other incoming calls work. We have called the number from mobile phones on various networks, from BT landlines and from DV lines. Nothing works.

Re: Digital Voice - Not Receiving Calls - HELP

iniltous — Sat, 07 Dec 2024 15:28:32 GMT

What ‘tone’ does anyone calling your landline get ? , RTNR ( ringtone no reply ) so the caller thinks the phone is ringing because they hear ringtone ( FWIW there never has been a connection between what the caller hears and what’s happening at the called party’s phone , ringtone and ring current are separate but normally coincide ) , or NU ( number unobtainable ) busy tone , or no tone at all , if testing for this , it’s preferably done from a landline phone not a mobile phone ,

have you tried reconnecting a phone into the copper pair master socket and tried making a call to your landline ( only worth checking if RTNR is what’s returned to callers ‘ringing’ your number ) .

Re: Digital Voice - Not Receiving Calls - HELP

SS66Cornwall — Sat, 07 Dec 2024 15:53:59 GMT

Busy tone or no tone at all …. NU.

Re: Digital Voice - Not Receiving Calls - HELP

iniltous — Sat, 07 Dec 2024 20:09:36 GMT

Sorry what’s the answer , Busy tone , no tone or NU tone ?
Most reports of incomplete number ports show themselves as some incoming calls work ( from other BT customer for example ) but no calls from people that originate their calls on other networks ( mobiles, Sky network, Talk Talk network etc ) , if you get no incoming calls at all it’s possibly not that , but in any event, as previously stated , your broadband and outgoing service ‘proves’ the integrity of what Openreach are responsible for , this needs BT to resolve