This topic

Digital voice and messages

Wellies — Mon, 13 Nov 2023 15:02:48 GMT

I have had a BT trueCall phone for several years with no problems. It has always recorded and replayed messages. Recently, I was changed to digital voice and since that day I have been told that messages have been left but my phone has said “no new messages”. I contacted the help online chat and was asked to dial 1571 (which I have never used previously) where I heard the messages. I was then asked to delete the messages. I was then told that my messages were being diverted from my phone to 1571 and they would have to cancel my 1571 I asked if this was something new and was told “yes”. The chat person said the problem was not connected to my move to digital voice. I haven't found anyone else locally who has been moved to digital voice so I'm not sure what the criteria is but my neighbour has not and her phone is recording messages just as it always has. Since my 1571 was cancelled, my phone is again recording and playing messages. Has anyone else had this problem?

Re: Digital voice and messages

jac_95 — Mon, 13 Nov 2023 15:05:02 GMT

Hi Wellies,

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 and messages

imjolly — Mon, 13 Nov 2023 15:06:20 GMT

similar posts using search and solution was either increase number of rings for 1571 or cancell 1571

Re: Digital voice and messages

TimCurtis — Mon, 13 Nov 2023 15:08:58 GMT

@Wellies

As mentioned it's just a case of setting the 1571 answer time to max and setting your answer phone to less than that.

Worked fine for me like that.

Re: Digital voice and messages

WSH — Mon, 13 Nov 2023 15:14:10 GMT

Max setting is 10 rings, default seems to be 7. There does not seem to be a setting to turn it off. (At least I've not found it).

You can find it in MyBT MyBT>Your Products>Digital Voice (Manage)>Voice mail

Re: Digital voice and messages

imjolly — Mon, 13 Nov 2023 15:25:45 GMT

this BT page explains how to turn off voicemail I don't have DV now so can't try iy

https://www.bt.com/help/landline/all-about-bt-answer-1571-voicemail

Re: Digital voice and messages

Wellies — Mon, 13 Nov 2023 17:08:58 GMT

Thank you for all your responses. Obviously I should have come here before the online chat! However, it does raise two issues. Unless I missed it, there was nothing in the pre-swap over instructions to DV to indicate there would be an issue with answerphones and secondly, the online chat person said my problem definitely had no connection with DV and that it was a new change. This is obviously wrong advice and maybe the help chat people could be advised accordingly. Thank you all again.

Re: Digital voice and messages

caravanj — Mon, 13 Nov 2023 17:56:53 GMT

The only way I found to remove voicemail was to access my digital voice features in My BT account & click on 'change features you no longer need' then I chose 'remove all messaging' & submitted it as a zero cost order to BT.

I got an email immediately confirming that Call Protect & Voicemail had been removed & indeed they have disappeared call features list.

It will remove Call Protect as well as Voicemail or at least it has done for me but I didn't want it as I have Call Guardian.