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Digital Voice: Can receive but can't make calls

ecfy — Wed, 23 Feb 2022 12:15:26 GMT

I've just been migrated across to digital voice and am now having issues making calls. I have received the adapter which I've paired and it hasn't made any difference. I can receive calls no problem.

I hear the dial tone, but then as I'm dialing the dial tone is still there while the phone dialing through the numbers - once it's finished trying to connect I just get the dial tone again.

It's so frustrating as I understood my existing phone would work, then it would work with the adapter but I'm no better off.

Currently number 83 in the queue on the Chat help and I'm probably not going to have time to wait for hours so any suggestions would be appreciated

Re: Digital Voice: Can receive but can't make calls

jac_95 — Wed, 23 Feb 2022 12:18:49 GMT

Hi ecfy,

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.

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: Can receive but can't make calls

Keith_Beddoe — Wed, 23 Feb 2022 12:20:39 GMT

@ecfy

Provided your phone uses tone dialling, it should work. Pulse dialling is not compatible.

See if it works if you plug it into the back of the smart hub 2.

Re: Digital Voice: Can receive but can't make calls

ecfy — Wed, 23 Feb 2022 18:23:59 GMT

Thank you @Keith_Beddoe

I started by trying it in the back of the hub but had the same issue.

After a quick Google ref pulse dialing, that's what my phone is doing. Thank you for the explanation, I must have missed reading that bit of info from BT.

Re: Digital Voice: Can receive but can't make calls

Keith_Beddoe — Wed, 23 Feb 2022 19:17:42 GMT

@ecfy

Some phones have an option switch underneath to change from pulse dialling to tone dialling.

Re: Digital Voice: Can receive but can't make calls

Lainne1 — Wed, 17 Aug 2022 09:58:37 GMT

Found this thread as I was having the same issue of not being able to dial out, ringtone just staying, and adding what I did to fix it in case it helps anyone else.

The issue started after I had to restart my router and was fixed by switching the phone from tone to pulse then back to tone.