This topic

Door entry system not ringing or connecting to BT digital voice landline.Both systems checked works

Lance3 — Mon, 22 Apr 2024 13:54:38 GMT

System has worked with analogue on landline we have since gone digital voice whether this is the problem? BT have checked the phone and the door entry have checked theirs.Door panel shows connecting ringing but it is not.Mobile phone works ok but of course different system.Its a Panasonic phone but they but say i need a new phone well they would .Any ideas please.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Keith_Beddoe — Mon, 22 Apr 2024 13:58:37 GMT

@Lance3

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

Where is your Panasonic phone plugged in?

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Lance3 — Mon, 22 Apr 2024 16:37:28 GMT

The phone is pluggeg into my router for BT digital voice but if thats the problem i dont know

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Anonymous — Mon, 22 Apr 2024 17:24:11 GMT

It would seem highly unlikely that an entry system would dial out across the PSTN. Typically they connect to a dedicated handset with an entry button.

So are you saying that this Panasonic handset both made & received regular phone calls & also operated the door lock? If so, what model is it?

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Lance3 — Mon, 22 Apr 2024 18:12:58 GMT

Phone is Panasonic KX-TGC420E i phoned them to see if they could some light on it but said i need another which i dont want to do at this stage.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

licquorice — Mon, 22 Apr 2024 18:23:36 GMT

I'm confused, that is just a straightforward cordless phone. In what way does that connect with your door entry system. I can't see that there can be any connection between your door system and a public phone service either analogue or digital.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Keith_Beddoe — Mon, 22 Apr 2024 18:26:46 GMT

@Lance3

Some older phones need an extra "ring" wire to make the ringer work.

Plugging a microfilter into the socket on the back of the Smart Hub 2, and plugging the phone into the phone socket on the microfilter, emulates the "ring" wire.

The microfilter has an internal capacitor which passes the ringing current to the "ring" wire.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Lance3 — Tue, 23 Apr 2024 09:15:14 GMT

This is worth a try thanks.The phone worked ok as ahome phone and worked with the door entry system ok until plugging it into the router may be.I read somewhere i should have a micro filter in line anyway.

This sounds more positive thanks

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Keith_Beddoe — Tue, 23 Apr 2024 09:31:51 GMT

@Lance3

The microfilter would not normally be used for that purpose, but the internal capacitor help in this case. The alternative would be to make up your own lead, with an inline capacitor.

All modern phones only need two wires, as they have an internal capacitor to isolate the 50V line voltage.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

licquorice — Tue, 23 Apr 2024 10:44:14 GMT

I really still don't understand how the entry phone rings the house phone. If all other calls to the phone work ok, it certainly won't help putting a filter in place.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Anonymous — Tue, 23 Apr 2024 10:46:57 GMT

I'm still very confused but always willing to learn. So how exactly did this phone work with the door lock?

Did it ring like a normal incoming call with the same ring pattern?

How did you then operate the door look from the phone?

You say "mobile works", what does that mean exactly? You can call your landline from the mobile & it rings as expected?

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Lance3 — Tue, 23 Apr 2024 13:31:09 GMT

Hello again thanks for getting back.

The phone works normally receives calls same ring tone for house calls or entry door when it worked.

To operate the door the visitor enters the flat number this rings on my phone i click a number on the phone (number 5) and this releases the door.

The door entry unit having sent the number, our landline number,to our same phone Goes through the connection process and will ring the 1st number and it shows you it is ringing on a small screen and then connects.

But now it shows it is ringing in the screen but the phone is not connecting.

The mobile number works pay and go. This was registered by the company when i checked with them they put the landline in to but it does not work.OK end of the day we can use the door but i would prefer on the land line.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

licquorice — Tue, 23 Apr 2024 13:35:25 GMT

Sorry, I'm no wiser now.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Keith_Beddoe — Tue, 23 Apr 2024 13:49:48 GMT

@Lance3

If your phone does not ring for normal incoming phone calls, but did when you had an analogue line, then the only difference is that the phone is now plugged into the Smart Hub 2, which would point to the "ring wire" issue I mentioned. That is why BT have said you need a new phone, as they have said that older phones may not work. Try the microfilter first, and see if you phone then starts to ring on incoming calls.

I assume the door entry system must be programmed to call your home phone number, and then listen for a number "5" to open the door. I assume it calls your mobile number if it gets no reply on your home phone, is that correct?

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Anonymous — Tue, 23 Apr 2024 13:53:42 GMT

OK, so it seems that the door system does indeed dial your landline. I would suggest that the next step would be to ask the door people how the system dials. Does it use a GSM module to make a "mobile" call or is it wired to an analogue or VOIP system? Then ask who their provider is. Once you know who & how the door calls are originating, post back here as it may help.

We have seen many reports here that after migration to DV, certain callers can't get through. That would be my best guess as to what's going on here. IIRC, this was as a result of an issue with the porting of your landline number to DV being somehow incomplete. This has required intervention from the forum Mods so hopefully on of the CLs can flag your thread.

You could also try calling BT again & asking for TMC (Technical Management Centre?) as there's more chance of actually speaking to someone who will understand the issue. But I'd suggest leaving the door system out of the conversation & just report that you aren't receiving calls from X once you know which X the door people use.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Keith_Beddoe — Tue, 23 Apr 2024 14:04:51 GMT

@Anonymous

I think @Lance3 said that normal landline numbers do not ring the phone either, unless I misread it.

@Lance3 Are you sure you have not accidentally turned the ringer off?

Pick up the phone when the door display unit says its ringing out, see if you can answer it.

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

Anonymous — Tue, 23 Apr 2024 14:16:10 GMT

@Keith_Beddoe

It's certainly less than clear, but that phone is under 10 years old so I wouldn't have thought it was a ring wire issue.

Let's await the next instalment!

Re: Door entry system not ringing or connecting to BT digital voice landline.Both systems checked wo

licquorice — Tue, 23 Apr 2024 14:19:38 GMT

As far as I'm aware @Lance3 hasn't said definitely one way or another whether calls from other sources ring normally. The mention of mobile in an early post gave the impression that calls from a mobile were successful but this may have been a misunderstanding if what was actually meant.

Perhaps @Lance3 could clarify if other calls can be received successfully. The implication is that they are otherwise I would have thought there would be no point in just posting regarding the door entry rather than the phone not ringing at all.