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New Customer - No Incoming Calls

lindahlms — Fri, 31 Jan 2025 13:07:35 GMT

I'm a new BT customer: broadband and calls (digital voice).

Engineer came over the 22nd of January. Broadband is all working fine but I have had no incoming calls since then (I have since learned I missed a very important call from my GP!). When I call from my mobile, it rings on my mobile but does not come through to my home phone, same with other mobiles I have tried. It worked perfectly fine with my last provider the day before.

I have been on the phone to BT customer services twice who have no idea what is happening which is extremely frustrating. It's clear that the digital voice landline number hasn't been ported over correctly. They are going to call me "in a few days" but I am off on holiday next week for 2 and a half weeks, and after reading over forum posts of other people with the same issue, some have said that if it isn't sorted within 30 days I will forever lose my landline number which I've had for 35+ years which I absolutely cannot have!

If there is someone on the forum that can assist me it would be much appreciated.

Thank you.

(Yes, I have factory reset the router, yes my phone is plugged into the router).

Re: New Customer - No Incoming Calls

jac_95 — Fri, 31 Jan 2025 13:07:39 GMT

Hi lindahlms,

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: New Customer - No Incoming Calls

imjolly — Fri, 31 Jan 2025 13:52:26 GMT

If you are a new BT broadband customer which ISP did you port your number from to your BT account. if you go hub manager 192.168.1.254 into your browser do you see your phone number and active?

Re: New Customer - No Incoming Calls

lindahlms — Fri, 31 Jan 2025 14:04:35 GMT

Thank you for the reply.

We have came over from NOW. Hub manager says "service ready".

The only other thing I could find was BT saying phones purchased before 2015 may need a microfilter applied if you cannot call nor receive. But a) we can call just not receive and b) the phone is a BT 4600 - only about 3 years old.

Re: New Customer - No Incoming Calls

apoplectic — Fri, 31 Jan 2025 14:30:47 GMT

Do we have to have this 'automated' unhelpful bright yellow post everytime someone asks for help?? I haven't seen a single reply from anyone saying "coo, thanks, that was so helpful and answered my question".

It's not a friendly, helpful response, and should be taken down. Why is it still here?

Re: New Customer - No Incoming Calls

imjolly — Fri, 31 Jan 2025 14:32:53 GMT

you need to go to hub manager by entering 192.168.1.254 into a web browser (not search google) and you should see your phone number and whether active. the number my not be your existing number but temp number until your number is ported over. the problem is not necessarily with BT but could be with NOW not releasing the number

Re: New Customer - No Incoming Calls

lindahlms — Fri, 31 Jan 2025 15:53:17 GMT

That is what I did do: logged onto the hub manager and entered the admin password. What I'm saying is that it displays my existing long-term number (not a temporary one) and says "service ready" beside it.

It's not a problem with NOW, it is a problem with BT. They have accepted as much over the phone as they have "raised a complaint" - but they just need to port the number over properly their end. They think it has been done - but I can see from other forum posts on the issue (not just BT) that it shows it has been done their end but it clearly hasn't. Since the call centres don't have much technical knowledge and are just mostly just reading off a script I am left to see if anyone on here/moderators have a way of getting this taken up the chain of command.

Transition to Digital Voice - Porting not properly... - BT Community