This topic

Digital voice cannot contact family

Noratheexplora — Sun, 03 Mar 2024 11:03:32 GMT

Im hoping someone can help me on the forums and pass it on to a department than can fully deal with it as my 2 conversations with technical havent seem to have sorted it to alot of upset amd frustration .

My mum joined Bt a month ago or so now and has been unable to contact relatives in southern ireland other than one family member . Unlike before she had no problems .

My father has been v unwell recently and has dementia at a very advanced stage and calls to family is really important and causing my mum alot of upset and distress not being able to check on her relatives and them her and my dad.

Its obviously something to do with digital voice but dont understand why it cannot be resolved and woyld really appreciate some help with this ideally from here as previous efforts have not helped.

I really hope someone picks this up as I dont know how long my dad will be with us or infact other members of the family the other way.

Many thanks Nora

Ps : I failed to mention these calls are made from the UK

Re: Digital voice cannot contact family

jac_95 — Sun, 03 Mar 2024 10:30:02 GMT

Hi Noratheexplora,

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 contact family

Anonymous — Sun, 03 Mar 2024 10:37:59 GMT

You will ned to be more specific than "unable to contact". Are you saying that only calls to Eire a problematical & if so, how exactly?

Likewise with incoming calls, what exactly is the issue?

Re: Digital voice cannot contact family

Colin_London — Sun, 03 Mar 2024 10:41:16 GMT

So the digital voice phone works for calls within NI but not calls to the republic?

Are you using the full international code prefix 00 353 before the republic phone number (dropping the 0 from the local code).

If there used to be a short code from NI to the republic maybe that isn’t working with DV and you need to use 00 353?

If you are using 00 353 maybe they have put a restriction on ‘international calls’ on your account by mistake?

Re: Digital voice cannot contact family

Les-Gibson — Sun, 03 Mar 2024 10:52:58 GMT

Is your Mum calling from the UK or Northern Ireland?

If UK then she will need an international calling plan

Re: Digital voice cannot contact family

Noratheexplora — Sun, 03 Mar 2024 10:57:35 GMT

Thanks for reply . Initially nothing was connecting first call my mum made she got no where but she is terrible at explaining things . And I normally make some calls on her behalf when it comes to technical stuff as I have at least a basic understanding .

But 2nd call I made and was passed to technical that ask me specific numbers we were trying to call and managed to get calls to one member who we were using as a guinea pig and was available at the time to help . And that is the only number that we can call them to us and us to them .

When she calls us the number says unavailable on the screen but can at least here it ring

Re: Digital voice cannot contact family

Noratheexplora — Sun, 03 Mar 2024 10:59:57 GMT

There shouldn't be restriction after the conversation we had with them . Because we can contact one family member that they have somehow filtered through . Its v odd thinking about it why wouldnt any calls work if one is ?

Re: Digital voice cannot contact family

Noratheexplora — Sun, 03 Mar 2024 11:01:59 GMT

Yeah these calls are being made from uk . I would think that international calls should be on .

Re: Digital voice cannot contact family

Les-Gibson — Sun, 03 Mar 2024 12:03:13 GMT

@Noratheexplora

Your last message appears to be incomplete so I can only guess at the point you were trying to make.

Full details of international calls can be found at BT_PhoneTariff_Residential.pdf

Pages 46 &47 show ROI to be an international call when the call originates from the UK whereas calls from NI to ROI are treated as local, hence my question in my last post.

" International Freedom and Friends & Family International rates do not apply to
calls from Northern Ireland to landlines in the Republic of Ireland which are
charged at standard calling plan rates."

Re: Digital voice cannot contact family

Noratheexplora — Sun, 03 Mar 2024 12:05:51 GMT

Yes I realised that when you mentioned it . I failed to mention it previously stupidly

Re: Digital voice cannot contact family

Jane2018 — Mon, 04 Mar 2024 15:17:34 GMT

This is worry me about Digital Voice if we are forced in London into Digital Voice in due course as I get and make international calls now on the traditional system . If DV means people have to turn something on to be able to get the same service they got before to make and receive international calls I hope BT makes that very clear in writing or by email in a note to customers before they are switched over. it is bad enough that I had to research that after CV I will have to dial 020 8 etc within London after the change whereas now I don't but it seems there are heaps of differences about which we are not being told.

Re: Digital voice cannot contact family

iniltous — Mon, 04 Mar 2024 15:25:04 GMT

your incessant posting of the same things are tiresome , here’s a suggestion, if the change to DV , when it affects you is so overwhelming , join a different company , there are many to chose from , then the insignificant change to DV won’t affect you as you won’t be a BT customer

Re: Digital voice cannot contact family

licquorice — Mon, 04 Mar 2024 15:28:16 GMT

Here we go again, turn someone's individual problem into a generic problem that gives you sleepless nights.

I make and receive international calls on DV exactly as before without having to do anything