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JB2016
Contributor

on ‎03-10-2021 21h26

1,138 Views
Message 1 of 2

Digital Voice – Diverting Calls During Power Cut

It appears that a call diversion that has been set up before a power cut will continue to be applied during the power outage. (This does work when all calls are to be diverted. What happens when one of the other diversion options is selected has yet to be ascertained).

When power to the Smart Hub is disconnected, it is still possible to access the MyBT app via a mobile network and change call settings. However, a call diversion applied while the power is off does not take effect despite the My BT app showing that the change has been successful. A customer setting up a call diversion, either because they become aware of the power outage or even when they are at a location away from their premises and are unaware of the power loss, may thus be led to the false belief that a call diversion is operating.

The sequence of events:

1. Call Divert set to OFF for all calls. Voicemail set to 21 seconds delay.

2. Power to Hub disconnected (as would happen during a power cut).

3. MyBT app accessed using a smartphone. Call Divert set to ALL CALLS to be diverted to a specified mobile. MyBT app displays confirmation that the diversion has been set.

4. Calls made to Digital Voice number using a different mobile. This first call is immediately diverted to Voicemail.

5. A second call returns Equipment Busy tone followed by disconnection. The specified diversion mobile rings briefly, but the call fails even when this mobile is answered immediately. Subsequent calls produce the same result, except that the tone returned alternates from one call to the next between Equipment Busy and the burst of three ascending tones.

6. Power restored to the Hub. Hub Manager screen on laptop shows Broadband and phone now working.

7. Further calls to the Digital Voice number produce the same results as at No 5.

8. Hub is re-set using the Hub Manager screen on laptop.

9. All calls to the Digital Voice number are now diverted to the specified mobile.

10. All the failed calls made to the Digital Voice number are shown in the list of recent calls on Call Protect.

 

Is this something that could be remedied? If not, might BT ensure that customers are aware of the problem?

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1 REPLY 1
JB2016
Contributor

on ‎11-11-2021 10h31

958 Views
Message 2 of 2

Re: Digital Voice – Diverting Calls During Power Cut

In addition to the problem with call diversion, it was also noted that if a diversion had not been implemented then the first two calls made after power failure were diverted to voicemail.  Subsequent calls were not connected.

It’s a few weeks since this issue was last investigated, so further tests were performed today.   Call diversion during power outage is now working satisfactorily.   If a diversion is not in place then all (or at least more than two) calls are diverted to voicemail.   If a diversion for all calls is applied during a power cut then all calls are successfully diverted to the nominated number.  

Hopefully this fault has been rectified.