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Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Thu, 08 Feb 2024 14:29:42 GMT

Hi Neil,

I have switched over the digital voice today. I am able to make outgoing calls to mobiles and landlines. But seem unable to receive calls from mobiles or landlines. However a call from an EE mobile did work?

Is there something I could potentially be doing wrong?

Thank you!

Re: Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

jac_95 — Thu, 08 Feb 2024 14:35:02 GMT

Hi rcpoucher,

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 - Cannot receive all incoming calls (Very frustrating)

Keith_Beddoe — Thu, 08 Feb 2024 14:35:39 GMT

@rcpoucher

I have moved your post to this new thread, so you can get personal help from the community or moderators, so please watch this thread for updates.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

imjolly — Thu, 08 Feb 2024 14:49:58 GMT

from a similar post have you checked to see if 1571 is set to answer immediately hence you appear to not get any calls

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Thu, 08 Feb 2024 15:00:27 GMT

Thanks, I haven’t no, but I seem to receive calls from EE mobile network, so I imagine if 1571 was the issue it would be applicable for all calls.

Thanks

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

Keith_Beddoe — Thu, 08 Feb 2024 15:06:45 GMT

@rcpoucher

Please can you confirm that you get your broadband from BT Retail, and not EE, as EE have been moving their customers onto Digital Voice?

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

iniltous — Thu, 08 Feb 2024 15:11:07 GMT

I’m fairly sure I read a post where someone put their phone back into the copper master socket to test if those calls not getting through on DV ‘rang’ the copper pair line ( they did ) , the issue effectively went away after a short while , presumably some of these networks ( non BT/EE mobiles , other landline networks, Sky, TT etc ) are slower in starting to route calls made by their customers to the DV ‘address’, it seems not all operators action this change at the same time , but in the example I recall, it was a short lived problem, you could try that yourself , especially if you have a second corded phone .

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Thu, 08 Feb 2024 15:38:41 GMT

@Keith_Beddoe Yes from BT retail, I have been with BT direct for years 🙂

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Thu, 08 Feb 2024 15:39:41 GMT

@iniltous

Thanks for that, good to know others may have been in the same position, I will give it a try.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Fri, 09 Feb 2024 09:51:03 GMT

@iniltous

Unfortunately plugging back into the old copper wire was no good. Fingers crossed the potential delays in switchover will be short.

Thanks

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

NeilO — Fri, 09 Feb 2024 12:18:13 GMT

Hi @rcpoucher I'm really sorry about that, it sounds like a possible porting fault especially if calls from the EE network are getting through. I'll send you a private message and we'll be happy to help.

Thanks

Neil

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Tue, 13 Feb 2024 09:09:42 GMT

@NeilO

Frustratingly 5 days on I still cannot receive calls, after waiting two hours last night for a phone call from BT and hearing nothing I had to ring up again. Some resets done last night by BT, but still nothing coming through?!?!

The chase continues.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

archer3 — Wed, 14 Feb 2024 11:22:20 GMT

After 30 years with BT landline service, I was moved to digital voice on the same day as you 08/02/24 and am having the EXACT same problem as you. Outgoing calls fine. Incoming calls from EE are fine, but not from other networks. I am not and never have been an EE customer. I've spent hours on the phone to BT, an engineer have visited and yet nothing is fixed. BT service agents tell me to wait 2-4 hours while they fix it, but it doesn't get fixed. They promise to call me back later the same day or the next day and they don't.

Further details of my issue are here: https://community.bt.com/t5/Home-phone-including-Digital/Transition-to-Digital-Voice-Porting-not-properly-completed/m-p/2348086/highlight/false

Please let me know how you get on as I am certain your solution will be the same as mine.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

rcpoucher — Wed, 14 Feb 2024 12:28:40 GMT

@archer3

Oh that’s not good to hear. We have an engineer visiting on Friday, but after your visit I’m not expecting much progress then! If I have to leave BT and go somewhere else then so be it but I’m not sure whether I’ll experience these issues elsewhere too.

I have been equally disappointed with the customer service via phone and online.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

archer3 — Wed, 14 Feb 2024 12:45:55 GMT

I wish you better luck with your engineer visit than we had. All the engineer was able to establish was that we had connected everything up correctly (which I already knew) and that incoming calls from his company EE mobile were successful (which I had not previously known), but not from his personal Vodafone mobile, or my O2 mobile. Having confirmed all that, the only solution he was able to offer was "wait another 48 hours", which of course made no difference. Given calls from EE mobiles work, but from other networks don't, the problem is definitely a back-office porting problem, which needs to be fixed by people doing things on computers, not by an engineer doing things with cables.

Personally, I would probably move to Virgin. However, now the porting has been so badly messed up by BT, I suspect that porting my phone number out to another operator has the potential to go even more horribly wrong, so for now I am sticking with trying to get BT to sort it out. If that doesn't work, I will probably give up having a landline all together and go broadband only (with Virgin) + mobile, and escalate to the external dispute resolution service to try to get some sort of compensation from BT for all the hassle.

It's all very disappointing because years ago I worked for BT and have been a loyal customer for over 30 years. The customer service over recent years has deteriorated beyond recognition, which is such a shame.

If I get a resolution, I will let you know. Please post how you get on too.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

archer3 — Wed, 14 Feb 2024 12:48:42 GMT

P.S. Maybe it's just a co-incidence, but it's really weird that you were moved over to digital voice on the same day as I was.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

archer3 — Sun, 18 Feb 2024 13:35:46 GMT

How did you get on? Did the engineer visit fix anything? My problem is still not fixed.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

Jane2018 — Sun, 18 Feb 2024 14:31:31 GMT

This sort of thread really worries me as I spent several hours a day on landline calls I receive on a line that has had no fault ever in 30 years. I was told London would be moved to DV by end of 2023 but nothing has happened yet (thank God).... I live in fear. I don't want to spend a single second on the phone to BT as I tend not to wait or queue or be put on hold with anyone ever as I am far too busy working.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

archer3 — Sun, 18 Feb 2024 14:48:50 GMT

When the time comes, hopefully you will be more fortunate. I'm sure most people are migrated across fine first time. However, when things go wrong, BT seems to have great difficulty putting things right.

Re: Digital Voice - Cannot receive all incoming calls (Very frustrating)

Anonymous — Sun, 18 Feb 2024 17:52:46 GMT

@Jane2018wrote:
I am far too busy working.

But sadly never too busy to relentlessly post the same thing over & over & over again...