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Digital voice - Cannot make calls

user2768 — Sat, 02 Mar 2024 13:31:38 GMT

We have digital voice with BT. We can receive calls on it, but cannot dial out. Initially we could dial out on it, but now we cannot. Nothing has changed in our set up. We can hear a dial tone, however when we dial a number there is silence, and then it eventually times out with a message saying 'number not recognised'.

The phone we are using is a BT Decor 2200, plugged straight into the hub (BT smart hub 2), and the phone is tone dial only. We are dialling the full number including area code. It does not work, regardless of whether we are dialling mobiles or landline numbers.

We created a support ticket with BT, which they keep closing and saying it is fixed. It is not fixed. We have been on the phone with your call centre in Ireland, and also on your twitter DMs with the same people, and we are in a loop where this is not getting fixed.

We have signed up for this forum today in the hope that someone who knows what they are doing can help, as the call centre have no technical expertise. At the moment we are paying for a service we cannot use. It is also unsafe in the sense that we cannot use the digital voice to phone out, and we have had to rely on mobile when we can get a signal.

It is strange that it worked fine at first, but now it does not, and nothing has changed at our end. Thanks.

Re: Digital voice - Cannot make calls

jac_95 — Sat, 02 Mar 2024 13:35:02 GMT

Hi jkmccor,

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 make calls

chrisjp — Sat, 02 Mar 2024 14:21:39 GMT

The use of the phrases "your call centre in Ireland" and "your twitter DMs" suggest that you think this Forum connects directly to BT employees. It actually does not - apart from the Moderators everyone on the Forum is just a BT customer.
Probably your best course of action is to raise a formal complaint rather than a support ticket - this seems to be the only way to get BT to take action.

Re: Digital voice - Cannot make calls

-Richie- — Sat, 02 Mar 2024 15:42:06 GMT

@user2768wrote:
when we dial a number there is silence, and then it eventually times out with a message saying 'number not recognised'.

Are you including the full area code at the start? just like on a mobile phone, with Digital Voice you need to dial the full number, even when calling a local number.