This topic

Digital

Nigel5 — Sun, 26 May 2024 12:21:51 GMT

Since changing to digital, we cannot phone BT numbers that end in a multiple choice, ie press one for this or two for that. It is simply ignored. Anybody else have this problem?

Re: Digital

Keith_Beddoe — Sun, 26 May 2024 12:53:47 GMT

@Nigel5

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

Which model of phone are you using?

Re: Digital

Nigel5 — Sun, 26 May 2024 14:05:22 GMT

We have two Doro Magna 4000 and a BT Freestyle.

Re: Digital

Keith_Beddoe — Sun, 26 May 2024 14:51:05 GMT

Are they plugged into the phone socket on the back of the Smart Hub 2, or are you using Digital Voice Adapters?

What is most likely is that the signal level of the DTMF tones, are either too weak when they end up at the destination, or they are slightly off frequency and are not being recognised at the far end, or may be of short duration.

Unfortunately, VOIP systems are not very good at passing audio tones, due to the way the signal is converted into data packets.

Try each individual phone, plugged directly into the socket on the back of the Smart Hub 2, and see which functions correctly.

Re: Digital

Nigel5 — Sun, 26 May 2024 15:57:48 GMT

Am using Digital Voice adapters. When plugged into the green socket of the hub it works OK. This is not a suitable solution as the hub is in a different location and cannot be moved easily.

Re: Digital

Keith_Beddoe — Sun, 26 May 2024 16:20:28 GMT

Then its the adapters degrading the signal over the DECT path to the hub.

If you have existing extension wiring, then you can connect a cable from the socket on the back of the hub, to that wiring. You will then not need the DV adapters.

I assume the phones must have been originally connected this way?

Have you seen https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

Re: Digital

Nigel5 — Sun, 26 May 2024 16:20:17 GMT

Yes correct, the old extension wiring has already been removed!

Re: Digital

Keith_Beddoe — Sun, 26 May 2024 16:35:20 GMT

Then you have a problem, unless you can wire the phones back up to the socket on the hub, its a pity you recovered all of the internal wiring, as that is the solution many people use, as it saves using the adapters which are mains powered.

It also means if you have power backup to the home hub, then the phones will still work, assuming they do not need their own power supply.

I assume that none of the phones work properly using the DV adapters?

Re: Digital

Anonymous — Sun, 26 May 2024 16:48:41 GMT

Have you tried a factory reset & re-pair of the DVAs?

Re: Digital

Nigel5 — Sun, 26 May 2024 17:44:42 GMT

Yes correct. Looks like I will have to rewire them again.

Re: Digital

Nigel5 — Sun, 26 May 2024 17:45:45 GMT

Yes several times but no improvement.

Re: Digital

Anonymous — Sun, 26 May 2024 21:40:59 GMT

This can't be typical or there would be many post on the issue. Given that two or more DVAs with the same fault is extremely unlikely then the focus shifts to the SH2. So if you've already factory reset that too, I'd be inclined to ask BT for a replacement.