BT Advanced Phone

[Jaffa10]

After about a year my BT Advanced phone (Quad) no longer rings (or rings only once) when receiving a call which is recognised from my contacts list. The call shows up as normal on the phone's screen. I have tried changing the phone setting to 'unblocked' but this makes no difference. Any advice welcome.

[Keith_Beddoe]

@Jaffa10 

Who provides your phone service?

[Jaffa10]

Thanks. Virgin Media provide the service. 

[Keith_Beddoe · Accepted solution]

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@Jaffa10 wrote:

Thanks. Virgin Media provide the service. 

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Its quite possibly an issue with their exchange equipment not providing the ringing current.

Have you asked on the Virgin Media forum, as this is the BT Retail customer forum?

Help & Support Forum

Have you tried a basic wired phone to see if that works?

If you think its the phone, then you would need to ask for advice on the product helpdesk, depending on which model it is.

https://www.bt.com/help/user-guides/phones/landline-phones

[Jaffa10]

Thanks Keith. Will try the VM forum. Tried this on as it is a BT phone.

[Keith_Beddoe]

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@Jaffa10 wrote:

Thanks Keith. Will try the VM forum. Tried this on as it is a BT phone.

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You need to prove whether its the phone or a fault on the line.

If its the phone, then the product helpdesk is the best place to start, as they will give you advice which is specific to your phone.

If you were on a BT line, then a few more question could be asked, as it could be an exchange or external line fault. As VM have their own infrastructure, depending on where you live, then the phone service may be delivered over a copper pair within their co-axial cable feed.

[Jaffa10]

Thanks Keith. Doesn't seem to be the phone, so will get on to VM.