This topic

Cannot Receive Incoming Calls

Convert99 — Sat, 21 Jan 2023 11:03:10 GMT

HELP! Need a moderator.

Installed BT Fibre and Digital Voice end of November 2022. My number was ported early January 2023. I can make calls out but, can only receive calls from BT landline or EE Mobiles. No one else can phone me.

May hours and call to BT robots and call centres have not solved the problem.

BT Qube engineer visit could not understand why. Open Reach Engineer visit replaced wall modem to no avail. Open Reach suggested asking BT to replace router. Open Reach also suggested that the Software build needs deleting and replace with new.

It has been 7 weeks since installation and 2 weeks since number porting.

Can anyone help please

Tony

Re: Cannot Receive Incoming Calls

jac_95 — Sat, 21 Jan 2023 11:05:09 GMT

Hi Convert99,

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: Cannot Receive Incoming Calls

-Richie- — Sat, 21 Jan 2023 11:48:49 GMT

The port has not completed, contact BT and explain you're unable to receive some calls.
An engineer or new equipment isn't the answer, it's not a fault otherwise all calls would be impacted, the routing or porting isn't completed.

Re: Cannot Receive Incoming Calls

imjolly — Sat, 21 Jan 2023 11:57:23 GMT

did you post your number from SKY as it seems a common problem when porting to BT from SKY

Re: Cannot Receive Incoming Calls

DavidM — Sat, 21 Jan 2023 11:57:26 GMT

Hi @Convert99 and thanks for posting.

I'm sorry there's been a problem porting the number over. I'll be happy to take a look at this for you. Check your inbox for my message and drop me a reply with the details.

Cheers

David

Re: Cannot Receive Incoming Calls

DavidM — Sun, 22 Jan 2023 11:57:59 GMT

Thanks for sending over the details @Convert99 .

Leave this with me and I'll get it looked into.

Cheers

David

Re: Cannot Receive Incoming Calls

sallypoo — Sun, 22 Jan 2023 20:33:35 GMT

Was just about to say to the original poster he needs you!

Re: Cannot Receive Incoming Calls

Convert99 — Tue, 24 Jan 2023 10:09:00 GMT

Thank you to DavidM and JohnC moderators for resolving the issue. My friends and family can now call me from any network.

Tony

Re: Cannot Receive Incoming Calls

RobbieMac — Tue, 24 Jan 2023 14:53:21 GMT

@Convert99 wrote:

Thank you to DavidM and JohnC moderators for resolving the issue. My friends and family can now call me from any network.

Tony

You're welcome @Convert99

I am glad we could help get things sorted. Are you happy for us to close this off from here now that everything is resolved?

Thanks,

Robbie

Re: Cannot Receive Incoming Calls

B-Burns — Mon, 17 Mar 2025 21:18:09 GMT

I have the same problem. Moved to full fibre this year after years of problems with poor internet connectivity.
The landline was switched over in late January, since then we cannot receive calls from The Netherlands, where much of our family is based. This is the case for mobile calls from multiple providers, and landline calls from home and office.
Despite numerous calls to BT and contact via chat, BT have neither fixed the issue or recorded it as a fault.

Re: Cannot Receive Incoming Calls

Katie_B — Tue, 18 Mar 2025 08:29:18 GMT

Hi @B-Burns.

Thanks so much for coming here.

What was advised on your last call to our technical care team?

Katie

Re: Cannot Receive Incoming Calls

sallypoo — Tue, 18 Mar 2025 09:11:13 GMT

I hope you get it sorted @B-Burns

I have NO luck with anyone from BT via phone or chat. The ONLY BT contacts that were of any use were the moderators on this forum. Those individuals were FANTASTIC. At a time when I was incredibly stressed due to my extremely ill mother not being able to get calls from her GP or hospital and for quite a long time not even able to make 999 calls! It was awful and the guys on here were superb.

I hope you can get is resolved. My only advise, is that don't waste you time going for help anywhere other than this forum!.

Re: Cannot Receive Incoming Calls

B-Burns — Fri, 21 Mar 2025 18:49:48 GMT

Thank you @sallypoo

The problem remains, despite spending most of the weekend texting customer services and Tuesday on the phone. We seem to have exactly the same lack of response from BT that you experienced.

Re: Cannot Receive Incoming Calls

Ali_A — Sat, 22 Mar 2025 10:14:40 GMT

Hi @B-Burns

When you called Customer Service, did the technical team mentioning raising a ticket to the Number Porting Specialists to investigate the issue with incoming calls?
There is quite a bit involved, so it may take some time for the issue to be corrected by the team. I appreciate it may be frustrating while this is being fixed for you.

We no longer have account access here in the Community forums so we're unable to check your details or make any amendments or changes.

Ali