BT Premium Phone - Answer Phone Problem (doesn't disconnect)

[JohnBobin]

Hi

I have an annoying problem with my answer phone. (I have the BT Premium Triple Handset Pack.) When a person leaves a message the answer phone doesn't disconnect. This means that only one person can ever leave a message. The only way to clear the line is to switch the power to the base unit off. It then re-synchronises with the handsets. (Once the power comes back on the time and date are wrong, but after a few minutes it then displays the correct time again.) The call blocking works really well but this issue is a pain. I've seen elsewhere that it may be that the caller's supplier hasn't sent the signal to disconnect when they hand up. Surely there must be a way round this? An answer phone that doesn't work is very inconvenient. Thanks in advance for any advice.

John

[Keith_Beddoe]

@JohnBobin 

Who provides your phone service?

[JohnBobin]

BT. (They also supply my Broadband.)

[Keith_Beddoe]

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@JohnBobin wrote:

BT. (They also supply my Broadband.)

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That would seem to indicate an issue with the exchange equipment.

Does NU (number unobtainable) tone appear when the caller clears down?

Does it happen on every person that leaves a message?

[JohnBobin]

When this happens, there is no NU tone. The handset says "Fred Bloggs leaving msge" and a circular icon (with an R in the middle) goes round and round until you pull the plug on the base unit. It won't clear down any other way.  However, I just phoned my landline number from my Vodafone mobile, left a message and it disconnected perfectly. Somebody else tested it with a Tesco mobile and that worked too.     

[Keith_Beddoe · Accepted solution]

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@JohnBobin wrote:

When this happens, there is no NU tone. The handset says "Fred Bloggs leaving msge" and a circular icon (with an R in the middle) goes round and round until you pull the plug on the base unit. It won't clear down any other way.  However, I just phoned my landline number from my Vodafone mobile, left a message and it disconnected perfectly. Somebody else tested it with a Tesco mobile and that worked too.     

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Then the problem is with the calling party exchange equipment not sending a "clear" condition.

Do you know who is the provider of the person who`s incoming calls never clear?

There was a very similar post on this thread, but in this case the customer was on a different provider.

https://community.bt.com/t5/Landline/Problem-with-answer-phone-on-BT-Premium-Phone/m-p/2128915#M7507...

If it was doing it every time, then I would suggest a fault on the line card in the BT Exchange, assuming you are on a normal copper phone line connection.

[JohnBobin]

Thanks Keith

I will keep a log of which callers cause this problem and ask them who they use for phone services.

[Keith_Beddoe]

@JohnBobin 

Have you identified the issue yet?

[JohnBobin]

Hi Keith
The problem doesn't seem to happen so often now. However, I think your comments above hit the nail on the head.
Thanks
John

[Keith_Beddoe]

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@JohnBobin wrote:
Hi Keith
The problem doesn't seem to happen so often now. However, I think your comments above hit the nail on the head.
Thanks
John

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Thanks for the update 😀