This topic

Digital voice problem

pc1795 — Sun, 23 Mar 2025 10:45:16 GMT

Hi. I was converted to DV several weeks ago. The broadband is fine, but there is no landline. The phone is plugged into the router OK. I registered the problem with BT and they logged it as fault. Since then NOTHING has happened and it is impossible to get any news - they just respond that the fault has been noted. Any thoughts?

Re: Digital voice problem

imjolly — Sun, 23 Mar 2025 11:01:50 GMT

can you go to hub manager 192.168.1.254 into address bar can you see your phone number and is DV active?

Re: Digital voice problem

Rach_H — Mon, 24 Mar 2025 08:19:46 GMT

Hi @pc1795,

Welcome to the Community!

When you've called the team have they advised of what will be happening next, or a timescale?

Rach

Re: Digital voice problem

pc1795 — Thu, 27 Mar 2025 11:16:43 GMT

Hi again. Sorry about the delay. I've looked in the Hub Manager and the phone is marked as "not configured". BT say they are "still working" on the problem, after more than 6 weeks! We'll see!

Re: Digital voice problem

pc1795 — Thu, 27 Mar 2025 11:19:41 GMT

Hi. I've been unable to call BT, and when I go online they just say that the problem has already been reported and is active. There has been no news at all for over 6 weeks. Very frustrating!

Re: Digital voice problem

imjolly — Thu, 27 Mar 2025 11:46:48 GMT

can you go to help at top of forum page then either raise fault or trace fault and see if you can see your fault

Re: Digital voice problem

pc1795 — Thu, 27 Mar 2025 12:06:47 GMT

Yes,I raised the fault on 13.Feb. A

Re: Digital voice problem

pc1795 — Thu, 27 Mar 2025 12:11:53 GMT

Yes. I raised the fault with BT on 13th Feb and they logged it. I have been tracking it and nothing has happened - it just sits there saying they're ' still working on it'. I can't t raise it again as they say it is already logged. I even tried to complain and got redirected to the Track fault link again. It is also very annoying!

Re: Digital voice problem

imjolly — Thu, 27 Mar 2025 12:22:43 GMT

try using the consumer email address in this link and hopefully you will get some action on your fault

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Digital voice problem

pc1795 — Sat, 05 Apr 2025 06:30:38 GMT

Hi once more - just following up on my DV problem (no landline since installed, broadband OK). I've tried everything, including a 150min(!) 'chat' with a bot. I was told all is OK, and BT sent an email closing the fault. Guess what - it still doesn't work! I give up. Thanks for your help, but this obviously can't t be fixed.

Re: Digital voice problem

WSH — Sat, 05 Apr 2025 09:03:41 GMT

At the risk of stating the obvious, I take it you've restarted the router as it needs a reboot to pick up the new settings?

Re: Digital voice problem

imjolly — Sat, 05 Apr 2025 09:06:36 GMT

@pc1795

did you use the link I posted then sent email to the consumer email address like I suggested that should get you some action

Re: Digital voice problem

pc1795 — Mon, 07 Apr 2025 06:26:31 GMT

Yes - I've restarted the router multiple times before, during and after the long chat with the bot, and tried connecting a different phone as well. Nothing made any difference. The bot said there must be a problem with the connection at the exchange, but it couldn't fix this.