This topic

Digital voice problem

Tezz — Sat, 27 Sep 2025 02:57:05 GMT

Hello. I recently went over to digital voice. I have a problem which is intermittent. Some of the calls, when I make them, dont go through, I get the dial tone, it dials, then its just quiet. It does this on the WiFi handsets, as well as the one plugged into the hub, I then redial and it usually goes through ok then. Most of my calls do go through first time, it’s just some that dont, and it does this on any number that’s soaked. I have tried rebooting my hub, also I have spoken to BT about this, they just seemed baffled over this. Has anybody else experienced this issue? Thanks in advance,

Re: Digital voice problem

imjolly — Sat, 27 Sep 2025 08:07:36 GMT

is the phone base unit connected to the hub and the handsets are part of the base setup not separate BT digital handsets? the connection to the handsets is by DECT not wifi

Re: Digital voice problem

Tezz — Sat, 27 Sep 2025 10:01:48 GMT

The one plugged into the hub, is a BT big button corded phone, the others are 2 Alexa BT WiFi ones, plus 2 other on adapters, are corded BT phones. So I have a total of 4 out of the 5 used WiFi with the adapters, and the corded one plugged into the hub. Thanks.

Re: Digital voice problem

iniltous — Sat, 27 Sep 2025 10:25:43 GMT

None use WiFi , your cordless ‘landline’ phones are just the same as any other domestic cordless phones that have been around for decades, in that they are DECT , not WiFi , your WiFi isn’t used for telephony unless you have WiFi calling on a mobile phone ( not a cordless phone) …the adapters are DECT adapters, they just allow a corded phone to connect to the DECT basestation within the router .

Your calls that don’t ‘connect’ , is it one number you call that’s intermittently failing to connect or various random numbers , and is the number (or numbers ) other ‘BT’ customers or is it (or they) on other providers networks ( Sky , Talk Talk , Vodafone, O2 etc ) .

If it’s only one BT number (you ) to another BT number then that call is contained entirely within BT area of responsibility , but it may not be that easy to tell as people can move numbers around providers so you may not know who is responsible for terminating the call , if it’s definitely to another providers network, then if the issue is within that other network, clearly BT can’t ‘fix’ other network operators equipment, unfortunately with intermittent issues like this it’s very difficult to rectify as no one has control over every area .

Re: Digital voice problem

imjolly — Sat, 27 Sep 2025 10:15:30 GMT

the adapter and the phone connection to the hub is DECT not wifi this is covered in numerous posts on the forum

Re: Digital voice problem

Tezz — Sat, 27 Sep 2025 10:30:21 GMT

Thanks for explaining this to me. It’s to any different numbers, that it always does not go through the first time, even to landlines in my own town.

Re: Digital voice problem

iniltous — Sat, 27 Sep 2025 10:37:42 GMT

It’s the network the number is on , rather than you having issues to more than one number that’s important…if you are sufficiently bothered about this , you may need to keep a log of calls that initially fail and what network they are on (by asking once the next call succeeds) otherwise any report of ‘general issues’ can’t really be investigated, if you prove the problem is to multiple networks you can be more assertive in claiming it’s a BT issue , but without that detail it may be the other network that’s got the problem, as a guide , BT have around 20% of the retail market , so on average only 1 in 5 of your calls are likely to be BT to BT

Re: Digital voice problem

Tezz — Sat, 27 Sep 2025 11:40:17 GMT

It is on different networks, as its also done it on different mobile networks i have called, such as Vodafone, 02 etc.

Re: Digital voice problem

Tezz — Sun, 28 Sep 2025 02:18:56 GMT

I never had these problems on the old copper wire. I am chronic sick, very reliant on the landline. When I called BT about this, they just dont know what the problem is, I dont think they fully know what they are doing with this new technology. Thanks to everyone who responded,

Re: Digital voice problem

Christopher_G — Sun, 28 Sep 2025 14:49:58 GMT

Hi @Tezz

Have you registered any vulnerabilities with our Customer Support team? They'll be able to log it against your account so that you get the support you need.

I do recommend getting back in touch with our technical support team so that they can look into this further for you, to make sure you're getting the reliable phone service that you need.

Contact BT | Call us or chat online | BT Help

Chris

Re: Digital voice problem

Tezz — Sun, 28 Sep 2025 17:09:40 GMT

I am registered, thank you.

Re: Digital voice problem

Lila — Sun, 28 Sep 2025 20:03:37 GMT

They told me my phones would work fine but they didn't and I had to replace all 3. It's been a nightmare as the wifi frequently disconnects so we have no phone at all.

Re: Digital voice problem

imjolly — Sun, 28 Sep 2025 21:01:22 GMT

@Lila

As has been posted many times in the forum your phones connect to the SH2 using DECT and has nothing to do with your wifi

Re: Digital voice problem

chrisjp — Sun, 28 Sep 2025 21:58:06 GMT

I suspect Lila may mean the broadband disconnects, so there's no DV service at all.
It's unfortunately become quite common for people to say WiFi when they mean their broadband service.
Perhaps Lila can comment?

Re: Digital voice problem

Lila — Mon, 29 Sep 2025 07:11:32 GMT

Yes I do - does anybody actually wire into BB at home?

Re: Digital voice problem

Lila — Mon, 29 Sep 2025 07:13:30 GMT

Indeed: the broadband is rubblish, the Wifi is rubbish and the phones didn't work. I tend to lump them altogether as the service is rubbish.

Nor is there any help from anyone.

Re: Digital voice problem

Tezz — Tue, 30 Sep 2025 13:15:51 GMT

Been back in contact with BT, still not fixed.

Re: Digital voice problem

yorkspark — Tue, 30 Sep 2025 15:17:56 GMT

@Lilawrote:
Yes I do - does anybody actually wire into BB at home?

Yes of course they do, i have tv's, cameras, nas drive, nvr, consoles, lighting control all hard wired to the router via a switch, wifi has its place but cameras and consoles/tv's are infinitely more reliable hard wired.

regarding your old telephones, did you try and fit a plug in filter between the phone and socket to recreate the ringer?

Re: Digital voice problem

Tezz — Thu, 02 Oct 2025 02:37:42 GMT

This has now been fixed by BT, they found there was a problem with my WiFi, which they fixed from there end.

Re: Digital voice problem

licquorice — Thu, 02 Oct 2025 07:06:45 GMT

Digital Voice doesn't use WiFi, so no idea what they have done.