This topic

Digital voice incoming call issues

Albate — Mon, 26 Jun 2023 07:43:17 GMT

Totally frustrated with BT.

After being given no option but to transfer over to digital voice we have had a constant issue and been unable to receive incoming calls from other landlines.

I have spoken to BT customer support and tech and I now feel like I am just being fobbed off. Once again I have been asked to leave it with them for a couple of days and they will come back to me.

They don’t seem to get it that when elderly relatives can’t get through they don’t have mobile phones to call you on.

Sorry but I’m really frustrated that I am being told there is no fault because everything works ok when they call me, however there must be a fault as none of our parents can get through to us!

Who knows what other calls we are missing as well.

Any input would be appreciated. Is there any way to escalate it to get an engineer rather than a tech on the phone?

How can I tell if they are actually doing anything?

This has been going on for weeks now and we are fed up of being fobbed off with no proper explanation and told they will come back to us in a couple of days.

Re: Digital voice incoming call issues

jac_95 — Mon, 26 Jun 2023 07:47:06 GMT

Hi Albate,

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 incoming call issues

imjolly — Mon, 26 Jun 2023 07:51:04 GMT

can you make outgoing calls?

are you dealing with FTTP TEAM who handle DV? if not phone them 08005874787 if you get diverted to CS as they are busy then hang up and try bit later

Re: Digital voice incoming call issues

Albate — Mon, 26 Jun 2023 07:55:28 GMT

I have been told that it is being passed to open reach and to give it a few days

Re: Digital voice incoming call issues

-Richie- — Mon, 26 Jun 2023 09:29:15 GMT

@Albatewrote:
I have been told that it is being passed to open reach and to give it a few days

Have BT found a fault with your broadband ? If no then Openreach can't do anything to help with a Digital Voice issue, to Openreach you have no telephony service, you have broadband only because DV is not an Openreach product.

You mention incoming call issues, does that mean outgoing are ok? If yes then you have a porting/routing issue.

Re: Digital voice incoming call issues

Albate — Mon, 26 Jun 2023 09:36:55 GMT

Hi,

Yes we can make calls and receive calls from mobile numbers. We only have problems receiving calls from land lines.

Re: Digital voice incoming call issues

-Richie- — Mon, 26 Jun 2023 10:05:15 GMT

@Albatewrote:
Hi,
Yes we can make calls and receive calls from mobile numbers. We only have problems receiving calls from land lines.

Ok, then you definitely have a porting/routing issue which the Openreach engineer will not be able to resolve.

I'll ask a passing forum moderator to reach out, they can cancel the Openreach visit so someone else can use the slot.

In the meantime, can you make a note of a few numbers you can call, the time of the call and if needed the network you rang (o2 mobile, Sky landline etc), then try and do the same for incoming calls, it will help for a network trace to see where the calls are stopping.

Re: Digital voice incoming call issues

JohnC2 — Mon, 26 Jun 2023 10:26:53 GMT

Hi @Albate, sorry you're not receiving all your calls since moving to Digital Voice.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you get this fixed.

Cheers

John

Re: Digital voice incoming call issues

Albate — Sat, 01 Jul 2023 09:50:08 GMT

Quick update.

Another week has passed and I have received no update from BT and my elderly relatives still cannot call us.

Thanks BT

Re: Digital voice incoming call issues

licquorice — Sat, 01 Jul 2023 10:34:28 GMT

Did you contact the mods as offered?

Re: Digital voice incoming call issues

Albate — Sat, 01 Jul 2023 11:53:18 GMT

Yes I was told that my complaint was already with the correct department so they would leave it be.

Spoken with BT again today and been told that it is not a porting issue. My complaint has been raised with Openreach now.

once again no real answer just another department and asked to wait another 48 working hours!!

Re: Digital voice incoming call issues

-Richie- — Sat, 01 Jul 2023 13:13:22 GMT

@Albatewrote:
Yes I was told that my complaint was already with the correct department so they would leave it be.

Take the mod support offer.

@Albatewrote:
Spoken with BT again today and been told that it is not a porting issue. My complaint has been raised with Openreach now.

Unless you have a fault with your broadband or a crossed line, Openreach can do nothing to help with Digital Voice, take the mod suport offer.

Re: Digital voice incoming call issues

Albate — Sat, 01 Jul 2023 13:21:34 GMT

I have and the Mod told me my complaint was already with the right department and he would leave it with them.

I have had to call BT again as I had no update from anyone.

I have been told already that Openreach won’t do anything but someone needs to tell BT this. I don’t know what else to do other than give it another 48 working hours and call again.

Either someone isn’t telling the truth or BT have no clue what is wrong with my phone in which case we might have no option that to cancel our service.

Re: Digital voice incoming call issues

Albate — Thu, 06 Jul 2023 18:04:38 GMT

Another update.

I have called BT again.

Contradicting what I was told last time I have been told that there is a porting issue and someone is looking into it. Once again I have been asked to give them time to sort the issue out, but this time they have asked me to give them another week!!!!

It is getting beyond a joke now. How long can I give BT when they keep giving me different stories and contradicting themselves.

I can’t even get through to the same call centre when I call never mind speaking to the same person. There is no consistency at all.

I have tried contacting a Mod again but no reply.

Re: Digital voice incoming call issues

JohnC2 — Thu, 06 Jul 2023 18:16:29 GMT

Hi @Albate, I'm sorry that you were not contacted back by the team dealing with your complaint. As I said in my reply to your initial contact PM your case is with our team in Dundee and they are best placed to help you with this.
I've checked and can see that the porting issue was that the initial port was done with an incorrect prefix. They have requested this to be corrected and it is due to be fixed on the 14th.

Cheers

John

Re: Digital voice incoming call issues

Albate — Thu, 06 Jul 2023 18:39:22 GMT

Hi John,

Thankyou. You indeed did. But why on 1st July did BT tell me that the porting issue had been looked at and there was no issue?

I Was told after chasing again that it would now be 14th.

Did the person I spoke to on 1st lie to me because they had no answer?

My parents have had to resort to sending me a text so that we can call them as they cannot phone me.

I want to know why we have had a faulty service for a month and why BT could not be honest and get this sorted rather than constant give us 48 hours.

Re: Digital voice incoming call issues

JohnC2 — Thu, 06 Jul 2023 19:00:40 GMT

Hi @Albate, the information at that time was that the porting team had said there was no issue and the port was completed successfully.
The team then had to investigate the fault further. They they found that the error was that the number was ported with an incorrect prefix. They then went back to the porting team to get the number ported with the correct prefix.

I appreciate that it's taking longer than is should but please be assured they will get this resolved. I'm sorry that they didn't keep you updated and you had to call in to find out what was happening.

Cheers

John

Re: Digital voice incoming call issues

Albate — Thu, 06 Jul 2023 19:03:26 GMT

Thanks for explaining this John.

Fingers crossed for 14th.

Re: Digital voice incoming call issues

Albate — Sat, 15 Jul 2023 15:35:26 GMT

@JohnC2

I have had an email closing my case but nothing has changed. We are still unable to receive calls from non digital lines.

Called again to be told that I need to wait until Monday for a call back when the right team is available.

This is getting beyond a joke and I am convinced that BT have no clue what is going on.

Is there an ombudsman I can go to as we have had a faulty service for a month now.

Re: Digital voice incoming call issues

RIC9380 — Sat, 15 Jul 2023 15:47:40 GMT

You cannot go to the Ombudsman unless you've raised a formal complaint, and gone through all of the stages set out in the document here: https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf