This topic

Cannot Hear Caller

Scoozi — Sun, 22 Sep 2024 16:43:48 GMT

When I answer the phone or make a call, I often can’t hear the person speaking at the other end, but they can hear me. It has become gradually worse recently.

I have followed BT video guidelines to test the system. I still have a PSTN line.

I checked that everything connected to the phone system was firmly plugged in.
I unplugged everything connected to the phone system, then using three different phones, two corded and one cordless, I plugged each one into the main socket and conducted a test. All three had a dialling tone but with the cordless phone and one of the corded phones I could not hear the caller. With the second corded phone I could hear the caller intermittently.
I then removed the lower part of the base plate and repeated the tests and the results were the same.

I'm not technical and don’t know what else to try, apart from contacting BT. Does anyone have any thoughts? I think it is highly unlikely that I have two faulty phones, especially as the third phone also has the problem, albeit intermittently.

Many thanks!

Re: Cannot Hear Caller

jac_95 — Sun, 22 Sep 2024 16:27:39 GMT

Hi Scoozi,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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: Cannot Hear Caller

Scoozi — Sun, 22 Sep 2024 16:33:02 GMT

This is not a question about Digital Voice.

Re: Cannot Hear Caller

Keith_Beddoe — Sun, 22 Sep 2024 17:57:51 GMT

@Scoozi

As you are on PSTN, then is probably a faulty port on an exchange line card.

A change of EN (Equipment Number) is normally needed, by an Openreach Frames Technician. This is what BT would normally request.

No more spares are available for the line cards, so its a case of re-using one which is no longer needed.

The cost of maintaining the exchanges is the main reason for the move to BT Digital Voice.

Re: Cannot Hear Caller

Scoozi — Sun, 22 Sep 2024 18:11:42 GMT

Thank you for responding. I don't completely understand what you are saying, but I assume you are advising that I call BT to fix it, if they can. I'm not on Digital Voice because customers are being gradually converted to it in my area, so that may be the solution for me.

Re: Cannot Hear Caller

Keith_Beddoe — Sun, 22 Sep 2024 20:03:26 GMT

@Scoozi

You would have to call BT to report the problem.

You can also do it via this link https://www.bt.com/exp/engineer-booking

Report it that you cannot hear calls.

Re: Cannot Hear Caller

Scoozi — Tue, 24 Sep 2024 15:53:01 GMT

Many thanks!

Re: Cannot Hear Caller

HHGTTG — Tue, 24 Sep 2024 16:27:32 GMT

@Scoozi

Ha, ha, I mustn't be cynical but for so many people that would be the start of fresh problems. Stick out with PTSN for a long as possible is my motto. But there again, I'm old and hate change.

Re: Cannot Hear Caller

Scoozi — Tue, 24 Sep 2024 16:37:42 GMT

Your advice is much appreciate.

Many thanks!

Re: Cannot Hear Caller

Scoozi — Fri, 27 Sep 2024 13:30:05 GMT

A BT engineer came out yesterday. He didn't know what was causing the issue but changed the master socket (which was very old apparently) and some other gubbins. So far things seem to be back to normal. Thanks to all who responded.

Re: Cannot Hear Caller

Chookgate — Fri, 06 Dec 2024 14:50:13 GMT

It might not be relevant to you, but this may help someone with a similar problem. A few years back when still on pstn we had the same issue - but a different resolution. In our case it turned out one of the corded extension handsets was faulty, and was bizarrely causing problems with all the handsets - we know it was the handset because it caused the same problem plugged into the main phone socket. Discarded that handset and everything else worked perfectly!

Re: Cannot Hear Caller

Leanne_T — Fri, 06 Dec 2024 17:36:15 GMT

Thank you for sharing @Chookgate

I am sure this will be helpful for other customers 🙂

Have a great weekend.

Leanne.