This topic

Not able to receive all incoming calls

AlfTupper — Mon, 04 Apr 2022 16:10:54 GMT

I have been switched to Digital Voice. I asked family members to phone to confirm my line is working. Not all of them were able to get through, either experiencing a continuous beeping or number not recognised. I contacted BT, they were able to phone my home phone, but nobody else could. So the engineer did a soft boot then I did a factory reset checked my phone was registered on the system. The engineer was the only one able to phone the home phone. They sent me a new DV phone, outcome still the same. Now I get the run around, they don't know what to do next, they consider the fault fixed. Far from it. I have checked my phone is registered http//192.168.1.254 all good. Now I feel BT has just deserted me.

Re: Not able to receive all incoming calls

jac_95 — Mon, 04 Apr 2022 16:15:25 GMT

Hi AlfTupper,

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.

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Re: Not able to receive all incoming calls

ljm — Mon, 04 Apr 2022 16:19:06 GMT

Hello Alf,

If your DV is actually activated and the BT engineer is the only Caller able to ring you, sounds like it's because with DV, your callers have omitted to dial the Area code. You cud ask them to include the Area Code when trying to get in touch with you and see if that solves the issue.

Re: Not able to receive all incoming calls

imjolly — Mon, 04 Apr 2022 16:20:27 GMT

Are the people who are having problems using landlines or mobiles or both. If landlines then they now need to use full dialing code as short code will no longer work

Re: Not able to receive all incoming calls

AlfTupper — Mon, 04 Apr 2022 16:40:10 GMT

Thank-you for your reply. Including the area code was the first thing I asked them to check. In fact I got them all to re-enter my number using the keypad rather than the contacts entry. No joy.

Re: Not able to receive all incoming calls

imjolly — Mon, 04 Apr 2022 16:48:37 GMT

You didn't say whether both landline and mobile.

Do you get a normal dial tone when you make a call? Have you checked you don't have any voicemail?

Re: Not able to receive all incoming calls

AlfTupper — Mon, 04 Apr 2022 16:48:40 GMT

Both landline and mobiles

Re: Not able to receive all incoming calls

AlfTupper — Mon, 04 Apr 2022 17:08:18 GMT

I have no voicemails and no calls that are registered but did not ring. I have a dialling tone and have made an out going call.

Re: Not able to receive all incoming calls

iniltous — Mon, 04 Apr 2022 19:07:18 GMT

Anything unusual about your number , or your number history , like it’s a number originally from another licensed operator that you ported into BT at some point , or it’s a BT number you ported away from BT , and have only recently returned to BT and have attempted to bring the number back with you into BT ?

Number ports when they go wrong can leave consumers with successful incoming calls from some networks and unsuccessful incoming calls from others, DV can add another level of complexity.

Probably something you have already checked , but if you make an outgoing call , is your CLI ( number presentation ) to whoever you made the call to, showing the ‘correct’ number , you could easily check this by calling your own mobile from your DV ‘line’ , and checking the number shown on the mobile is correct.

Re: Not able to receive all incoming calls

AlfTupper — Tue, 05 Apr 2022 12:27:26 GMT

I have made a call, my number comes up on the recipients mobile and connects. I then get them to phone me and they get number is not recognised. No connection. To make this all even more confusing my wife and I both have mobile phones on a contract with BT, and they are both able to connect to my digital voice home phone. Other family members still cannot connect whether using mobiles or landline.

Re: Not able to receive all incoming calls

AlfTupper — Tue, 05 Apr 2022 12:33:30 GMT

Forgot to mention, nothing is unusual about my number. My phone worked perfectly well on the copper wired system. My problems have only started to occur when I was migrated to digital voice.

Re: Not able to receive all incoming calls

ljm — Tue, 05 Apr 2022 18:05:20 GMT

Hello Alf, if you are still having probs. I wud be tempted to start over again by firstly unplugging the router. Leave it unplugged for 20 mins. Plug back in and see if that solves the prob. If not, you could try a Factory Reset.

Sometimes the simplest of actions can help. Good luck 😊👍

Re: Not able to receive all incoming calls

AlfTupper — Tue, 05 Apr 2022 18:15:25 GMT

I have spoken to two BT engineers in the last week trying to sort this problem and we went through the soft boot, switching off the hub, doing a factory reset re-registering the Digital Voice phone, more than once, but I'm happy to try it again. Though it will have to be tomorrow.

Re: Not able to receive all incoming calls

ljm — Tue, 05 Apr 2022 18:25:43 GMT

No harm in trying it again Alf, and in your own time too. Having read thru all your posts though, I've still gotta feeling the problem lies in Your callers maybe not dialling all the digits of your landline number Inc the Area Code eg. 0161 👍

Re: Not able to receive all incoming calls

AlfTupper — Tue, 05 Apr 2022 18:34:17 GMT

I appreciate what you are saying but, I have had someone in my house input the whole number with the dialling code on a mobile practically sitting on top of the hub and they get number not recognised. Everyone I have asked to phone has been instructed to use the keypad and input the whole number. I have even text them the number just to make sure. This isn't an isolated case, no-one else can connect with my digital voice phone.

Re: Not able to receive all incoming calls

ljm — Tue, 05 Apr 2022 18:45:08 GMT

Alf, in one of your posts you said that BT Engineer rang you and you rec the call OK. But people you know, family or friends, are unable to get through. Therefore, the BT Engineer is clearly doing something that others are not?😊

Re: Not able to receive all incoming calls

gg30340 — Tue, 05 Apr 2022 18:47:28 GMT

Do you still have your "old" phone?

If you do try disconnecting/turning off your DV phone and plugging your "old" phone into the phone socket on the rear of the Smarthub 2.

Re: Not able to receive all incoming calls

ljm — Tue, 05 Apr 2022 18:49:11 GMT

..... just to be clear Alf, I am referring to Landline calls needing the Area Codes dialled, as full mobile numbers have always been dialled when making calls.

Re: Not able to receive all incoming calls

imjolly — Tue, 05 Apr 2022 18:54:00 GMT

@AlfTupper

I have asked the forum mods if they can help or point you in right direction. They will post here

Re: Not able to receive all incoming calls

AlfTupper — Tue, 05 Apr 2022 18:54:06 GMT

Yes I have asked everyone who attempts to phone us on either landline or mobile to use the number with area code, using the keypad and input each number separately