This topic

Your Phone Is Switched Off

JJW77 — Wed, 20 Dec 2023 15:30:12 GMT

We are having problems with incoming calls to our home. We have no problems calling out but when somebody tries to call us they get the message that our phone is currently switched off. How do we get to rectify this? When dialling 1471 it records the last incoming call but it simply wont allow a call to come through.

Re: Your Phone Is Switched Off

Keith_Beddoe — Wed, 20 Dec 2023 15:34:42 GMT

@JJW77

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

Are you on BT Digital Voice?

Re: Your Phone Is Switched Off

JJW77 — Wed, 20 Dec 2023 15:36:56 GMT

Yes we are on digital voice

Re: Your Phone Is Switched Off

Keith_Beddoe — Wed, 20 Dec 2023 15:45:37 GMT

Is your phone plugged into the socket on the back of the BT Smart Hub 2?

Re: Your Phone Is Switched Off

JJW77 — Wed, 20 Dec 2023 15:53:20 GMT

yes

Re: Your Phone Is Switched Off

Keith_Beddoe — Wed, 20 Dec 2023 16:05:09 GMT

It could be 1571 answering the call right away, try checking the 1571 settings within MyBT. I think they are under manage digital voice.

See this post https://community.bt.com/t5/Home-phone-including-Digital/BT-answer-machine-doesnt-work-with-Digital/m-p/2334817#M93424

It may be set to immediate, in error.

Re: Your Phone Is Switched Off

JJW77 — Wed, 20 Dec 2023 16:25:18 GMT

the settings are for thirty seconds on 1571.

The actual message when somebody calls me is "This persons phone is switched off, please try later or send a text".

Like I said its strange how it records through 1471 that an incoming call has been attempted.

Re: Your Phone Is Switched Off

Keith_Beddoe — Wed, 20 Dec 2023 16:30:33 GMT

That is odd.

What model of phone is it, perhaps its not being recognised?

Have you tried restarting the Smart Hub 2, to allow the DV to re-establish the link to the network?

The message about the text, seems to imply that perhaps you have a divert set up to a mobile, can you check that?

Re: Your Phone Is Switched Off

JJW77 — Wed, 20 Dec 2023 16:30:25 GMT

the phone is just a basic BT Everyday Cordless Phone.

I have knocked everything off, disconnected and started again but had same problem

Re: Your Phone Is Switched Off

Keith_Beddoe — Wed, 20 Dec 2023 16:32:30 GMT

See my edited post regarding a possible divert.

Have you tried removing the power to the base station for about a minute?

Re: Your Phone Is Switched Off

Keith_Beddoe — Sun, 24 Dec 2023 09:36:15 GMT

@JJW77

Has this now been resolved?

Re: Your Phone Is Switched Off

JJW77 — Sun, 31 Dec 2023 11:30:00 GMT

no still not working unfortunately. Engineers been out and cant sort it. Even changed phones twice!!

Re: Your Phone Is Switched Off

Keith_Beddoe — Sun, 31 Dec 2023 11:56:11 GMT

@JJW77

Does the problem occur on a normal corded phone plugged into the socket on the Smart Hub 2?

I have asked a moderator for advice.

I cannot see how DV can detect whether a phone is switched on. If a divert was applied to a mobile which was turned off, then I would expect that message, but not on a normal phone.

I think there must be some bad call routing taking place, which needs more investigation.

Re: Your Phone Is Switched Off

Keith_Beddoe — Sun, 31 Dec 2023 12:06:15 GMT

@JJW77

I also wonder what happens if you call your home number from a mobile, while the home hub is switched off, does it give the same message?

If it does, then that would seem to indicate that the message that people get about the phone being switched off, is an issue with the home hub itself, where the network is not seeing it as active.

Re: Your Phone Is Switched Off

DanielS — Sun, 31 Dec 2023 16:32:16 GMT

Hi @JJW77,

I am sorry to see that this still hasn't been fixed for you.

My team can look into this to see if we can help you.

I've sent you a private message that you can reply back to my team through.

Please note, it may take us approximately 5 working days before we can get back to you.

Thank you

DanielS

Re: Your Phone Is Switched Off

Keith_Beddoe — Fri, 12 Jan 2024 17:33:35 GMT

@JJW77

Any progress on this yet?