This topic

Unable to make or receive calls

mickc1306 — Thu, 10 Nov 2022 19:58:50 GMT

I received an SMS this morning from BT saying that my Digital Voice is now ready to use.

I rebooted the Smart Hub 2 and paired the Handset, but it just came up with Unable to make or receive calls, a lot of options don't function as it reports 'no internet' on the handset.

Furthermore, I then tried rebooting the router again, resetting the handset, ran through the online troubleshooter but to no avail.

Any suggestions?

Edit: forgot to mention it's the Advanced phone with Alexa

Re: Unable to make or receive calls

jac_95 — Thu, 10 Nov 2022 20:02:16 GMT

Hi mickc1306,

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: Unable to make or receive calls

imjolly — Thu, 10 Nov 2022 20:03:47 GMT

If you go to hub manager is your phone number shown to suggest DV is active?

Did you try a factory reset by pressing recessed button on back and holding for 20/30 secs until lights flash

Re: Unable to make or receive calls

mickc1306 — Thu, 10 Nov 2022 21:05:02 GMT

By Hub manager, do you mean the Smart Hub 2? As I don't see anything at all on there regarding Digital Voice apart from a gray not configured phone icon, which makes sense as it doesn't connect via the port but WiFi

I reset the hub, registered the handset again, which was successful as always but still the same message shown

Re: Unable to make or receive calls

Keith_Beddoe — Thu, 10 Nov 2022 21:11:29 GMT

The phone does not connect via Wi-Fi, it uses DECT from the home hub.

Re: Unable to make or receive calls

mickc1306 — Thu, 10 Nov 2022 21:17:40 GMT

So why does it use WPS?

I thought the DECT was just between the base and the phone

Re: Unable to make or receive calls

Keith_Beddoe — Thu, 10 Nov 2022 21:24:49 GMT

WPS button, dual purpose. Your BT DV has not been configured.

Re: Unable to make or receive calls

licquorice — Thu, 10 Nov 2022 22:11:51 GMT

The grey icon means that Digital Voice has not been activated, nothing to do with any connectivity of your devices.

Re: Unable to make or receive calls

mickc1306 — Thu, 10 Nov 2022 22:19:14 GMT

It shows as activated on the BT App plus the SMS said it was activated, it took about a week to switch over from analogue

Re: Unable to make or receive calls

imjolly — Thu, 10 Nov 2022 22:22:58 GMT

Regardless of what MYBT shows or text says if the phone number is greyed out and not configured then DV will not work and you need to phone FTTP TEAM 08005874787 and see if they can help