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Ongoing Digital Voice Issue

PJDYER — Fri, 25 Apr 2025 19:24:50 GMT

I've been with BT for ages and last Friday I was supposed to be switched to Digital Voice - On friday it would allow outgoing calls but incoming calls were not being received from any network

Status on BT website said fault with incoming calls, rang them up to discuss and they were going to look into so put my phone back into the old socket whilst they were looking into but now not getting incoming calls from EE on the old phone socket which is a pain as daughter can't get hold of me

So rang up again on Wednesday and they were supposed to be actioning Digital voice today but nothing happened- I've checked via BT website status and shows an exclamation mark on the hub (but hub is working fine for broadband)

BT have said no need to ring back as they will chase up with team until resolved but that doesn't help me - what can I do in this instance as I think I'm missing calls on the old socket and if my daughter can't get through there may be other friends and family who can't either?

So there is 2 issues - Digital voice doesn't work on incoming calls at all and if I use the old socket this is not receiving calls from at least the EE network that I'm so far aware

Thanks

Re: Ongoing Digital Voice Issue

jac_95 — Fri, 25 Apr 2025 19:22:39 GMT

Hi PJDYER,

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: Ongoing Digital Voice Issue

WSH — Fri, 25 Apr 2025 19:36:07 GMT

There's not a lot you can do if BT are already on it.

What you could do in the meantime is buy a cheap corded phone from the supermarket, so you can keep one plugged into the hub and one in the phone socket.

Re: Ongoing Digital Voice Issue

imjolly — Fri, 25 Apr 2025 21:19:14 GMT

Try phoning cs03301234150 and see if they will divert your calls to your mobile number until digital voice working correctky

Re: Ongoing Digital Voice Issue

PJDYER — Sat, 26 Apr 2025 06:43:32 GMT

@imjolly

Unfortunately I don't have a mobile i just use the landline

Re: Ongoing Digital Voice Issue

PJDYER — Sat, 26 Apr 2025 06:42:37 GMT

@WSH

That could be an option as only have a landline phone and not a mobile - just wish there would be some progress but clearly there is an issue somewhere as nothing hapoened again yesterday as the last service update on this open case was to make sure hub plugged in which it is and working

Re: Ongoing Digital Voice Issue

imjolly — Sat, 26 Apr 2025 08:01:57 GMT

@PJDYER

it may be a good investment for your daughter to get you a cheap mobile phone for emergency as you house phone on digital voice will not work in loss of internet like a power cut

Re: Ongoing Digital Voice Issue

PJDYER — Mon, 28 Apr 2025 18:00:37 GMT

Rang BT up again on Saturday to see what was happening with Digital Voice and said they were sorting out today and would get a callback

Once again nothing happened, bt service status still shows to make sure hub connected which it has been all the time and also no call back. Still doesn't work with incoming calls.

Just going round in circles with this at the moment.

Re: Ongoing Digital Voice Issue

PJDYER — Thu, 01 May 2025 20:21:40 GMT

I have now logged this as a complaint as still cannot get digital voice to accept incoming calls, I have been given 3 dates already when it was supposed to be resolved and a callback each time and not once did I get callback.

Nobody seems to be able to give me a straight answer of what the issue is apart from it needs to go to an IT team to resolve but surely if it's been sent to an IT team once why would it need to go another 2 times

It's not really given me any confidence to stay with BT going forwards

Re: Ongoing Digital Voice Issue

Christopher_G — Fri, 02 May 2025 09:04:27 GMT

Hi @PJDYER

The IT team that they mentioned investigate account/technical issues that aren't able to be resolved whilst you're on the phone. Hopefully they'll get to the bottom of it soon.

You've done the right thing in opening a complaint. That was it'll be handled according to our complaint process.

Please keep us updated on what happens.

Chris