This topic

Digital voice handset

knf — Sat, 11 Nov 2023 17:27:34 GMT

I've got my self into a muddle with my digital voice handset - I really hope someone can help because BT (& EE) can't seem to. I moved home and it took several weeks to get my phone number moved with me. It moved yesterday and today I thought I'd try out some of the features of digital voice. I tried Call Diversion and got the response 'this service in not available on this line' so I tried Call Barring which was available and worked. When I tried to cancel it a PIN was needed. I don't have a PIN for this so I tried a factory reset on the handset and base unit. Now I can't even register the handset on my hub. So now I have one unregistered handset and the other with all o/g calls barred - any ideas please.

Re: Digital voice handset

jac_95 — Sat, 11 Nov 2023 17:30:02 GMT

Hi knf,

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 handset

NeilO — Sat, 11 Nov 2023 19:03:54 GMT

Hi @knf welcome to the community and thanks for posting, the default pin for the digital voice handsets is normally 0000. Are you a new EE customer?

Thanks

Neil

Re: Digital voice handset

knf — Sat, 11 Nov 2023 20:35:02 GMT

I tried 0000 initially and it wasn't right. Yes, I'm new to EE having been with BT for 45 years.

Re: Digital voice handset

JohnC2 — Sun, 12 Nov 2023 11:12:20 GMT

Hi @knf, sorry you're having trouble with your digital voice handsets.

Were these provided with the order for your new address or did you have them for digital voice at your previous address?

Which model do you have?

BT-Advanced-Digital-Home-Phone-wit-Alex-Quick-set-Up-UserGuide.pdf
BT-Essential-Digital-Home-Phone-UserGuide.pdf

Cheers

John

Re: Digital voice handset

knf — Sun, 12 Nov 2023 14:03:44 GMT

Hello John,

I have one digital voice handset with Alexa and one without. They were provided at my previous address where I had a BT Smart Hub 2. At my new address EE have sent me an EE Smart Hub Plus. Both handsets worked fine with both the initial new phone number we were given and with our original number when it was transferred on Friday. It just that I trying the features and found 'Call diversion' wasn't enabled ( it never worked on my original number when we were at the old address, nor did 'call barring') then I found 'call barring' was enabled so I tried activating it for 'all outgoing calls', when I tried to cancel it I was asked for a PIN, which wasn't 0000. Then I thought if I reverted the handset to factory setting that would solve the problem so I 'reset' both handset and base using the handset with built in Alexa. Big mistake. Now that handset won't resister to my Hub and I got 'all o/g calls barred'. Internet works fine and I can receive i/c calls on the other handset. Hope you might have some ideas.

Cheers,Kevin

Re: Digital voice handset

imjolly — Sun, 12 Nov 2023 14:20:05 GMT

have you tried to reset the base (ee Hub) and that should reset the PIN back to 0000 according to page 32 of manual

Re: Digital voice handset

JohnC2 — Sun, 12 Nov 2023 14:22:02 GMT

Hi @knf, thanks for that info. The only other thing I can think of would be to reset your Hub and check if they connect ok after that. If not let us know and we'll probably have to get you to get in touch with us to investigate further.

Cheers

John

Re: Digital voice handset

knf — Sun, 12 Nov 2023 18:59:29 GMT

Tried reseting the hub. Now both handsets have issues. The Alexa handset with which I had problems yesterday still won't register with the hub. The other handset which could receive incoming calls now has 'no link to the hub' hence no calling facilities.

Re: Digital voice handset

knf — Sun, 12 Nov 2023 19:02:22 GMT

Hello John, Tried reseting the hub. Now both handsets have issues. The Alexa handset with which I had problems yesterday still won't register with the hub. The other handset which could receive incoming calls now has 'no link to the hub' hence no calling facilities.

Cheers, Kevin

Re: Digital voice handset

imjolly — Sun, 12 Nov 2023 20:18:41 GMT

You may have to factory reset the hub not just a simple reset. Then check to ensure your phone number is shown in hub manager and is shown as active