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Incoming Calls not ringing on BT Cordless phone

hdw1985 — Mon, 04 Sep 2023 19:34:48 GMT

Hello,

I purchased the following Trio of Cordless BT phones:

ASIN ‏ : ‎ B0787G4BJR

Item model number ‏ : ‎ 90632

I can make outward calls but when calls are incoming the phone doesn't ring, but the missed call appears a few hours later.

Can anyone advise on how to solve this please?

Thanks in advance

Re: Incoming Calls not ringing on BT Cordless phone

Keith_Beddoe — Mon, 04 Sep 2023 19:26:19 GMT

@hdw1985

Welcome to this user forum for BT Retail phone and broadband customers.

Please remove the direct link to Amazon as its not permitted on this forum.

Re: Incoming Calls not ringing on BT Cordless phone

hdw1985 — Mon, 04 Sep 2023 19:35:15 GMT

Noted and actioned.
Apologies.

Re: Incoming Calls not ringing on BT Cordless phone

Keith_Beddoe — Mon, 04 Sep 2023 19:45:15 GMT

You can post this "BT Premium Cordless Home Phone with 100 Percent Nuisance Call Blocking, Mobile Sync, Answer Machine, Trio Handset Pack" Just not a direct link.

Are you a BT Retail phone/broadband customer?

Have you tried the product helpdesk?

Re: Incoming Calls not ringing on BT Cordless phone

hdw1985 — Mon, 04 Sep 2023 19:47:33 GMT

Ah ok, thanks for the heads up.

I am a BT customer, thought id try the forums before spending hours on the phone with the helpdesk

Re: Incoming Calls not ringing on BT Cordless phone

Keith_Beddoe — Mon, 04 Sep 2023 19:59:45 GMT

If you have tried a different phone and that works, then there may be an issue with the phone or base unit. Are you on BT Digital Voice, or just a wired connection to your phone socket on the wall?

Re: Incoming Calls not ringing on BT Cordless phone

hdw1985 — Mon, 04 Sep 2023 20:01:54 GMT

Good point, havent tried another phone may give it a go.

Im not aware of BT Digital Voice, one base is wired, and the other two pickup the signal. They “synchronise” often if that makes sense.

Re: Incoming Calls not ringing on BT Cordless phone

Keith_Beddoe — Mon, 04 Sep 2023 20:21:07 GMT

A fault on the exchange line card is the normal cause of no ringing current. If another phone does the same, then that is the most likely cause. It can easily be sorted by an Openreach Frames Technician.

Re: Incoming Calls not ringing on BT Cordless phone

hdw1985 — Mon, 04 Sep 2023 21:08:12 GMT

Brilliant! Thanks very much. I’ll contact them.

Re: Incoming Calls not ringing on BT Cordless phone

Keith_Beddoe — Mon, 04 Sep 2023 21:15:51 GMT

Once you report it to BT, it will get passed to Openreach to do some checks, probably on the main exchange frame.

All of the equipment is very old and not being repaired, so your line would be moved to a different piece of equipment, as there are plenty of unused spares.

The gradual move to BT Digital Voice is due to the exchange equipment being progressively disconnected, as its well past its useful life. Phone calls will then be carried over the broadband connection.

Re: Incoming Calls not ringing on BT Cordless phone

Devon_Dave — Tue, 05 Sep 2023 06:13:02 GMT

Make sure you try another known working telephone before you contact BT.

Re: Incoming Calls not ringing on BT Cordless phone

iniltous — Tue, 05 Sep 2023 07:33:00 GMT

A way to confirm this issue , while next to the landline handset , call your landline from your mobile , if you can hear ‘ringtone’ on the the mobile phone handset , but the landline phone isn’t ‘ringing’ , answer the landline anyway , if the call connects and you can communicate normally between the two devices, then you have effectively proved the ‘exchange’ isn’t sending the ringing signal ( current ) to the landline when it should , this ( as stated ) is a pretty common issue , primarily because of the age of the exchange equipment, however , it’s not detectable with a ‘line test’ so often when reporting an issue , your provider test the line and say no issues ,( they are not engineers ) .

This fault is known as ‘bell not ringing’ , and as stated is normally rectified by moving your connection within the exchange onto a different piece of equipment, ‘BNR’ is something of a throwback to older generations of equipment when the telephone instrument actually had a ‘bell’ inside it .