This topic

Digital Voice

Phil5253 — Wed, 11 May 2022 17:25:17 GMT

Hi .My phone service has ceased working for six weeks since I was changed over to digital voice,the broadband is ok .When I ring the number I get an answer machine on which you leave messages but I can’t access it to listen to any that has been left. I am flabbergasted by BT customer service who promise to call me back and never do ,I sent an email to the head of open reach whose secretary put me in touch with a high level customer complaints advisor who has contacted me on a number of occasions with no noticeable outcomes to our conversations.Is there any one out there who can actually look at this problem with a view to come up with a working solution.

Phil Tudor

Re: Digital Voice

imjolly — Wed, 11 May 2022 17:41:08 GMT

Did you get a free digital voice phone FROM BT. when moved to digital voice? Did you try connecting your existing phone from previous wall socket to green socket on back of hub?

As you are now dealing with Executive Level Complaints then you need to continue with them as mods will not get involved

Re: Digital Voice

Phil5253 — Wed, 11 May 2022 19:50:12 GMT

Hi Disinguished Sage
All that you mentioned has been done , the silence from above is deafening, although I do receive emails from various depts saying you are now good to go but they don’t say where to ,an ordinary telephone call would be more appreciated.
Phil Tudor

Re: Digital Voice

KLH — Thu, 12 May 2022 10:32:00 GMT

Ditto! 8 weeks with no landline connection in my case. Perhaps I should try an email to Open Reach too, although I have little confidence given your experience. So frustrating isn’t it.

Re: Digital Voice

Bob1001 — Thu, 12 May 2022 10:48:33 GMT

@KLH You need to perserver chasing BT there is no point in contacting Openreach as if there is a line fault it is up to BT to chase them.

Re: Digital Voice

Phil5253 — Fri, 13 May 2022 13:39:08 GMT

Hi Bob 1001 .
Thanks for your input ,I’m pretty sure it’s not a line fault as everything was ok till I was changed over to digital voice , which I am now advised the technical staff which they call contractors are to perform a re set.Here’s hoping.
Phil T

Re: Digital Voice

Phil5253 — Fri, 13 May 2022 13:51:38 GMT

Hi KLH
I am informed by the high level complaints team that there will be a reset to the equipment that I am connected to although no time frame advised.Here’s hoping.

Re: Digital Voice

KLH — Fri, 13 May 2022 15:01:00 GMT

Hi Phil. Fingers crossed for you 🤞. My rant has been picked up by the moderation team who I’m hoping will get back to me… unlike the help/fault line teams over the past 8 weeks!

As a matter of interest, when you go into Hub Manager (192.168.1.254) is your phone section greyed out with the words “not configured”? From other posts I’ve seen on this forum the phone section should be blue, otherwise the transfer to DV hasn’t been completed. I’ve pointed this out during many of my calls only to be told its not the cause of DV failure.

It’ll be interesting to hear how you get on. I’ll keep you posted on mine too.

Kay

Re: Digital Voice

Phil5253 — Fri, 13 May 2022 18:04:01 GMT

Hi KLH
I have noticed this myself which i take to be that the connection is not completed to the digit voice network.
Phil T

Re: Digital Voice

Phil5253 — Sun, 22 May 2022 12:27:39 GMT

Hi KLH, I am back on line now after forty six days ,I was contacted by customer resolution team after I escalated my complaint.This turned out to be a lady who was on off days or on leave who booked my complaint off as now rectified.I eventually managed to speak to another handler called James who listened to me took all the details and studied the reports .Within two hours he called me on the said problem home phone line with the problem sorted ,I am waiting to hear what the clear was as I am now claiming compensation.Phil T

Re: Digital Voice

Phil5253 — Sun, 22 May 2022 12:41:47 GMT

Hi Bob 101I had to start some where ,these people put me in touch with with the customer resolution team who allotted me a contact who would push the complaint forward.This proved to be a lady who after three weeks was no further forward than I was before,she then booked the problem/complaint off saying all was well,it wasn’t.I re contacted the resolution team spoke to a gentleman call James who took all the info and called me back within two hours with the problem fixed.I am unaware what the outcome/problem was with the digital voice line although I am now claiming compensation for forty six days without a phone plus three months line rental rebate
Phil T

Re: Digital Voice

KLH — Sun, 22 May 2022 13:10:28 GMT

Well done Phil! I’m pleased for you. It’ll be interesting to hear what the solution was.

In my case it’s “stalemate” after almost 10 weeks! On Thursday last a Home Tech Expert from a company named “Enjoy” (funded by BT) came to my home and tried various things, including another hub, with no success. He confirmed everything was set up correctly and phoned the engineers who agreed to come out on Monday (tomorrow). That same afternoon I had a call from BT, who had seen his report, saying I don’t need an engineer because both the engineer who came out about 4 weeks ago and Openreach insist there isn’t a fault. Instead I was told I’d be sent another hub (which will be the 4th that’s been tried) and two new digital phones. The new equipment arrived yesterday and it was no surprise that DV still won’t connect.

It’s beginning to sound like an alternative seasonal song “On the first day of Christmas BT sent to me…” one adapter, two Home Tech Experts, three smart hubs, four digital phones! All I need now is five (gold) rings… even hearing just one ring from my landline would be welcome!

So, as I said above, it’s stalemate. Whether the engineer booked for tomorrow turns up is anyone’s guess! BT have promised to phone on Tuesday to ask how I got on with the new equipment. Happily for them I’m not one for using bad language.

Look forward to hearing what was at fault in your case, and thank you for the update.

Kay

Re: Digital Voice

Phil5253 — Sun, 22 May 2022 14:35:58 GMT

Hi Kay ,I don’t believe it’s a fault as such more an activation problem at the far end.

Phil T

Re: Digital Voice

KLH — Sun, 22 May 2022 14:48:10 GMT

Thanks Phil. I’ll suggest that to BT when they phone on Tuesday, and will cite your situation if that’s ok with you. I’ll keep you posted.

Kay 🤞

Re: Digital Voice

dephead2004 — Sun, 22 May 2022 16:55:08 GMT

You should mention complaining to Ofcom and the huge amount of compensation you will claiming at roughly £8 per days loss of service.

Re: Digital Voice

Phil5253 — Sun, 22 May 2022 17:43:52 GMT

Hi dephead, thanks for that I will need to find out what exactly the problem was then speak to the accounts people.
Phil T

Re: Digital Voice

dephead2004 — Sun, 22 May 2022 17:51:44 GMT

No need! It's loss of service irrespective of cause. It's an Ofcom agreed tarrif with all isps

Re: Digital Voice

dephead2004 — Sun, 22 May 2022 17:52:41 GMT

Just make a Complaint then it'll get done as quick as lightning

Re: Digital Voice

philip42h — Thu, 26 May 2022 11:53:33 GMT

Can I join this club please? 😂

OK, I haven't yet served my time as I was switched to Digital Voice only this week. The line went dead (lost dial tone) on Tuesday which I assumed was in preparation for the switch. I got a "good to go" email in the small hours on Wednesday and switched the phone to the back of the router as per instructions and nothing - no dial tone - since.

If I call my own number it goes straight to voicemail - which is interesting since we didn't have that before so 'something' has changed.

The hub admin page shows the 'phone as "Not configured". I'm rather assuming that if it were configured that it would show the provisioned number - can anyone confirm or otherwise?

I've started working my way through the support process - so far the line test folk and the Digital Voice 'online' who have attempted re-provisioning and failed. It's now with Digital Voice Offline apparently and a complaint has been raised. I'm now looking around for fellow sufferers and any available information ... 😉

Philip

Re: Digital Voice

Phil5253 — Thu, 26 May 2022 12:07:32 GMT

Hi Philip42h
Not configured showing on router should not be a problem, if you log in to your BT account and track your order to see how far it has progressed.
Phil5253