This topic

Digital voice unable to accept calls from mobile phones

sallypoo — Fri, 23 Dec 2022 20:33:22 GMT

Hi all

My 81 yr old vulnerable mother had her super fast broadband and digital voice installed on 30/11. It was a disaster & on 09/12 BT cut off her analogue phone line. Today I got a call from BT telling all issues were fixed and I called my mother using my landline and indeed was able to speak with her.

Only after I had finished the call the BT did I call her again (this time using my mobile) to find that I got to beeps and the call was ended. No call is registered on her BT call logger.

Any ideas why her digital voice line might be able to accept only calls from other landlines please? This seems truly odd.

I have no means of calling the advisor back to add to my.

Re: Digital voice unable to accept calls from mobile phones

jac_95 — Fri, 23 Dec 2022 20:15:09 GMT

Hi sallypoo,

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.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

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 unable to accept calls from mobile phones

imjolly — Fri, 23 Dec 2022 21:09:24 GMT

Try phoning the FTTP TEAM 08005874787 and they should be able to help

Re: Digital voice unable to accept calls from mobile phones

sallypoo — Fri, 23 Dec 2022 22:44:24 GMT

Thanks @imjolly will give that a go, that isn't a number or a team that in my probably 20 hours on the phone with BT has been mentioned up to now.

The error I was told has caused by an order hanging in a system call AVALON, if that means anything to anyone?

Re: Digital voice unable to accept calls from mobile phones

jac_95 — Fri, 23 Dec 2022 23:01:41 GMT

The system known as Oneview or Avalon is BT Consumer's billing/csm platform.

The order journey process is complex and all stages and systems (including third party suppliers) need to complete successfully.

See what the FTTP team can do and let us know how you get on

Re: Digital voice unable to accept calls from mobile phones

sallypoo — Sat, 24 Dec 2022 15:41:16 GMT

Thanks @imjolly

Called them this morning. They did indeed seem to be more knowledgeable than the 150 team.

Best guess at the moment is that mum has hit the SHIELD key on the new handset which immediately blocks the number calling. I'll confirm on 26/12 when I'm with her next.

I thought it might be useful to share this as the advisor said this is pretty common with older people and difficult to sort out. Yet another reason not to transfer over old folks who find new tech tricky.

The advisor actually suggested we remove all the new handsets and revert to her decade+ old ones. Should it prove the shield key is the villain, I shall indeed be doing this.

Thanks all. I've had more help on here in the last 24hrs than I've had directly from BT in over 2 weeks!

Re: Digital voice unable to accept calls from mobile phones

jac_95 — Sat, 24 Dec 2022 16:00:13 GMT

@sallypoo

Was your mobile added to the block list on the MyBT account?

The shield button on the BT Digital Voice handset basically adds it to that.

If that is the reason and you use the previous handset you plug these into the phone port on the back of the BT Smart Hub 2 or use the BT Digital Voice adaptors to connect them to the BT Digital Voice service

Re: Digital voice unable to accept calls from mobile phones

sallypoo — Sat, 24 Dec 2022 16:27:14 GMT

no just the handset.

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

sallypoo — Mon, 26 Dec 2022 11:30:31 GMT

Hi,

So I'm here today. I've tried pressing the shield on the handset and it calls "call protect".

I can't see anyway to find any blocked numbers? and there are any on the website. Yet neither myself nor my husband can get through on our mobiles. We are on different provides by the way.

The BT guy I spoke to on Christmas Eve could get through. I'm at a loss.

Any suggestions?

Thanks all

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

sallypoo — Mon, 26 Dec 2022 14:30:12 GMT

Now can ONLY call out… now now receiving calls from landlines either 😭

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

DavidM — Tue, 27 Dec 2022 08:17:16 GMT

Hi @sallypoo and welcome to our community.

I'm really sorry you're having so many problems with the Digital Voice. I'm sure I can help you. I'll need a few details so I've sent you a message, please check your inbox. Drop me a reply and we'll take it from there.

Cheers

David

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

sallypoo — Wed, 28 Dec 2022 09:00:36 GMT

Hi @DavidM I've sent you a private message yesterday - if you could let me know & then I'll be happy to provide information.

Many thanks for offering to assist.

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

JohnC2 — Wed, 28 Dec 2022 09:10:03 GMT

Hi @sallypoo, thanks for your PM and post. The Mods are BT staff and David asked for this information as he wants to help you get the problem with the Digital Voice fixed. So please get in touch and one of the team will be happy to help you with getting it fixed.

Cheers

John

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

sallypoo — Wed, 28 Dec 2022 13:35:04 GMT

Thanks @JohnC2 I hoped that was the case but didn’t want to have over personal details if not.

I’ll get back in touch with him today

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

JohnC2 — Wed, 28 Dec 2022 14:11:36 GMT

Hi @sallypoo, that's ok. It's always best to be sure beforehand 🙂

Cheers

John

Re: HELP! still not working - Digital voice unable to accept calls from mobile phones

vince31 — Thu, 29 Dec 2022 12:49:23 GMT

Our digital voice phones are useless too, several people cannot phone us, all they get is "Invalid Number" or similar, but my wife and I, and others who are on BT mobile can phone our landline and it works fine. Phoning out isn't a problem, just all incoming calls from anyone other than BT mobile customers and it doesn't work. We've had the same landline number for 20+yrs and never changed it. The only bonus is no spam calls! in fact no calls at all!

Re: Digital voice unable to accept calls from mobile phones

LXXV — Sun, 01 Jan 2023 03:44:37 GMT

I think the fact that BT have released me from our contract because members of my family using Sky as a provider cannot contact my land line gives a clear message that they’re unable to solve issues with this system.

Re: Digital voice unable to accept calls from mobile phones

sallypoo — Sun, 01 Jan 2023 07:30:15 GMT

Wow so sorry to hear you’ve had similar issues @LXXV .

have you moved provider? How has that gone? Have you been able to keen your landline number after the move?

Re: Digital voice unable to accept calls from mobile phones

LXXV — Sun, 01 Jan 2023 08:02:20 GMT

Hi , no I’ve not moved yet . Following previous post John contacted me and said the tech team were working on this problem however if it can not be resolved within the next few weeks Sadler I will change provider. I have never had a problem keeping my number . I have said that I don’t want to leave BT however time will tell.

Re: Digital voice unable to accept calls from mobile phones

LXXV — Sun, 01 Jan 2023 08:42:20 GMT

Hi it’s great to see that I’ve been prompt to an Aspiring Contributor.but sadly all a want is my phone to accept calls from my family who use Sky as a mobile provider.

steve b