This topic

DV phone and 2 factor authentication call back fail

JerryLee — Tue, 04 Oct 2022 11:52:17 GMT

I have had full fibre from BT for several months, and they moved the phone onto Digital Voice. I have the Alexa handset ( and BT Dect ansaphone / handsets on the adaptor ).

They all work for making and answering calls from landlines / mobiles.

BUT - the phone DOES NOT RING when receiving a call from a company with 2 factor authorisation - sending a code to the landline to enter to prove identity / security!

Alexa phone immediately shows a missed call on screen and in call list, and if I am quick it seems to say not available?

This happens with Halifax and HMRC so it's not just one company problem.

I noted the HAlifax number appeared to be from a mobile number ( it's all auto ) .

Any ideas / help?

Yes I can set the company call back number to a mobile and it does work ... but should also work on landline as it used to do!

Thanks

Re: DV phone and 2 factor authentication call back fail

jac_95 — Tue, 04 Oct 2022 11:57:16 GMT

Hi JerryLee,

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: DV phone and 2 factor authentication call back fail

JerryLee — Mon, 10 Oct 2022 20:41:48 GMT

So, Nobody has seen this before?

Is it some setting or spam/junk filter on these phones??

Re: DV phone and 2 factor authentication call back fail

JerryLee — Wed, 12 Oct 2022 14:41:53 GMT

Tried a few more companies, including NS&I, and it still occurs.

Phone otherwise makes and receives calls fine.

Re: DV phone and 2 factor authentication call back fail

imjolly — Wed, 12 Oct 2022 15:00:51 GMT

just a suggestion but the DV has ability for 2 simultaneous connection so have you tried changing calling on phone from multi to single

Re: DV phone and 2 factor authentication call back fail

JerryLee — Wed, 12 Oct 2022 15:18:48 GMT

Thanks, not tried that.

Been on to BT for 45 mins ... may just be something silly like blacklist takes withheld numbers ... even though I can see the numbers on the Alexa DV handset!

Cheers, I'll let you all know!

Re: DV phone and 2 factor authentication call back fail

JerryLee — Mon, 17 Apr 2023 11:23:16 GMT

Ok, back again.

I finally found how to turn off multi call on the DV handset.

No help.

Calls back from e.g. Halifax bank, HMRC etc. for 2 factor authentication do not ring on the DV phone, despite the calling number being displayed IN the calls list!

Halifax also returns a message on screen that there was no answer to their call.

Any one got any ideas?

It's obviously a Digital Voice issue, or my settings in the phone or MyBT account!

Thanks

Re: DV phone and 2 factor authentication call back fail

parmesan1 — Sat, 14 Oct 2023 11:01:56 GMT

hi Jerry Lee - re digital voice & 2 factor authentification call back fail, were you able to sort this out?

Re: DV phone and 2 factor authentication call back fail

JerryLee — Sat, 14 Oct 2023 12:22:58 GMT

Hi there,

I forgot to update this issue, as it was not a frequent need to get a call back to the DV landline!!

So, in short... YES.

After a couple of calls to BT help desk, who were sort of helpful, it came to a simple setting.

In the call protect settings I had blocked unidentified numbers AND foreign calls.

Guess what, Halifax call backs come from France and HMRC via spain ( ir was it NS&I ?)

Anyway BT help checked and confirmed these settings, I removed the number I had found was HMRC and NS&I from my black list, then removed block foreign calls, and Voila! it worked.

Now DO get call backs to the DV landline from HMRC, Halifax building society and NS&I.

Hope that helps people!

Cheers

Re: DV phone and 2 factor authentication call back fail

parmesan1 — Sat, 14 Oct 2023 12:49:00 GMT

many thanks from Parmesan1

Re: DV phone and 2 factor authentication call back fail

Jane2018 — Sat, 14 Oct 2023 15:49:57 GMT

Very useful, thanks.