This topic

Engaged tones on all extensions

Mike0000 — Tue, 23 Jan 2024 17:21:17 GMT

Hello

Weve been on digital voice system for months and not had any issues - until today!

We have 3 phones in the house (all the same landline number)

The phone rang and I picked up the one upstairs and there was just silence, I waited for someone to speak for about a minute then hung up

Now though, when I pickup any of the phones we just get an engaged tone, so I can't dial out

Is there any way of clearing them?

I have tried unplugging the phones and the adaptors and rebooting my BT router

Nothing works

Thanks!

Re: Engaged tones on all extensions

jac_95 — Tue, 23 Jan 2024 17:25:02 GMT

Hi Mike0000,

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: Engaged tones on all extensions

Keith_Beddoe — Tue, 23 Jan 2024 17:29:38 GMT

@Mike0000

Are you sure its not the answer 1751 tone you can hear, as its similar to engaged tone?

Have you actually tried dialling out, by just ignoring that tone?

If you dial 1571, you should be able to read any messages.

Re: Engaged tones on all extensions

Anonymous — Tue, 23 Jan 2024 17:30:36 GMT

Are you sure it's an engaged tone & not the pulsed tone indicating you have a voicemail message on 1571? Have you actually tried dialling out or just assuming you can't?

Re: Engaged tones on all extensions

Mike0000 — Tue, 23 Jan 2024 17:33:46 GMT

Hello

No it's not the 1571 tone

And our 1571 messages was completely empty

And it won't let you dial out - it definitely the engaged signal

Re: Engaged tones on all extensions

Mike0000 — Tue, 23 Jan 2024 18:18:39 GMT

Sorry I should also say - we can still get incoming calls

we just can’t dial out anymore

Re: Engaged tones on all extensions

licquorice — Tue, 23 Jan 2024 18:28:47 GMT

Try disconnecting your hub for about half an hour or so. That should result in getting a different IP address which might fix the problem.

Re: Engaged tones on all extensions

Mike0000 — Tue, 23 Jan 2024 18:33:20 GMT

Will give that a go

Thanks!

Re: Engaged tones on all extensions

Anonymous — Tue, 23 Jan 2024 19:15:59 GMT

Not sure if anything here helps? Although it's not entirely clear, at least to me, exactly what the fix was. Long shot but maybe @PJ777 will see this tag.

Re: Engaged tones on all extensions

Mike0000 — Tue, 23 Jan 2024 19:20:11 GMT

Yeah I already saw that thread but it doesn’t really help

thanks anyway!

Re: Engaged tones on all extensions

Mike0000 — Wed, 24 Jan 2024 14:40:23 GMT

Hello

OK so I left my router unplugged for about 35 minutes and switched it back on again

Unfortunately this hasn't had any effect

So I still can't dial out!

Anybody got any more suggestions?

Re: Engaged tones on all extensions

licquorice — Wed, 24 Jan 2024 14:43:27 GMT

Looks like you are going to have to bite the bullet and report the fault.

0330 1234 150

Re: Engaged tones on all extensions

Mike0000 — Wed, 24 Jan 2024 14:48:01 GMT

Looks like it

Was hoping it was just something simple

It's weird how we can still get incoming calls!

Re: Engaged tones on all extensions

Keith_Beddoe — Wed, 24 Jan 2024 14:58:58 GMT

@Mike0000

Looks like the outgoing server is either congested, or faulty. Could be a faulty network router, but that would affect other users as well.

It could also be a faulty configuration within your home hub.

I wonder if you exported your contacts first, then did a full factory reset of the home hub to remove any possible corruption of the settings, then see if you can make outgoing calls.

If you can, then import the numbers again, and see if it still works.

Re: Engaged tones on all extensions

Mike0000 — Wed, 24 Jan 2024 15:02:11 GMT

Sorry getting a bit technical for me now!

by contacts, do you Just mean the numbers we have stored on the phones for dialling people like friends etc?

How do you do a factory reset?

thanks

Re: Engaged tones on all extensions

Jane2018 — Wed, 24 Jan 2024 15:06:24 GMT

(Yet another reason I dread Digital voice (it is so much worse or I expect it will be for me) - I have never had a problem like this on my landline in 25 years....)

Re: Engaged tones on all extensions

Keith_Beddoe — Wed, 24 Jan 2024 15:12:01 GMT

@Mike0000

Backing up of the contacts is only needed if you are using any of the BT supplied phones that connect directly to the home hub, as the numbers are stored in the home hub.

Any stored on other phones are not affected.

For factory reset see https://www.bt.com/help/broadband/how-do-i-reset-my-bt-hub-to-its-factory-settings

Once that has completed, you will have to re-register any Digital Voice Adapters, to the home hub. Also any of the BT supplied handsets.

The chances are that the helpdesk would advice a factory reset to start with anyway.

Re: Engaged tones on all extensions

licquorice — Wed, 24 Jan 2024 15:15:49 GMT

@Mike0000 wrote:

by contacts, do you Just mean the numbers we have stored on the phones for dialling people like friends etc?

How do you do a factory reset?

thanks

With Digital Voice your contacts (numbers) are stored in the hub not the handsets. Unfortunately a factory reset wipes these. You can backup the file and restore it again after the factory reset. Go to the hub manager (192.168.1.254) click on the phone symbol with your number against it, select Contacts, enter the admin password for the hub printed on the little pull out tab, select Export. This will export your contacts list to a .VCF file on your PC. After the reset, import the contacts back again.

To factory reset the hub, press the recessed button at the rear with a pin for about 20seconds until the lights flash.

Re: Engaged tones on all extensions

Mike0000 — Wed, 24 Jan 2024 15:20:37 GMT

Thanks very much all

Gonna speak to BT on this now before doing anything else

Bit scared to do the factory reset incase it goes wrong and then I have no Internet either!

Will report back if and when it gets sorted, for anyone else who gets this issue

Thanks again for your time people - appreciate it 🙂👍

Re: Engaged tones on all extensions

licquorice — Wed, 24 Jan 2024 15:23:42 GMT

I strongly recommend you do the backup before calling BT in case they do a remote factory reset and wipe your contacts.