Help with Digital voice - very few incoming calls can dial in - BT runaround

[gate23]

Hello

Hope someone can help, my elderly father switched to BT in late Nov. He got Digital Voice.

Since it's gone live many people simply cannot call him, while others are fine. I had this myself.  People dialing in get messages which I assume are from their provider saying

• "can't connect you"
• "can't dial that number"
• "the number you are calling is not accepting calls"
• etc - no rings, no connection.

Outgoing calls are fine.

We have jumped through all the support hoops, resetting router, reconnecting his new BT Dect phones etc - but it's still the same.

We are now on fault reference no. 3, and i'm assured by the chat agent "there is no chance of not getting the fault fixed" this time. They can't tell me what the fault is, or what the engineer did to fix it (I'm suspecting nothing).

The 3rd fault ref is the same as the first one 

If anyone has any help to give then fire away...

thanks

[Keith_Beddoe]

@gate23 

Please edit out the fault reference as its personal info.

Did he move from another provider, as its possible the old provider has not returned all of the connections back to  the BT Retail network?

[gate23]

thanks, message edited.

Yes, he moved from Sky.

Anything I can do about it?

[imjolly]

please delete fault ref as this is public forum and that is specific to you

are people dial your father using full phone code and not the local short dial like before DV

have you checked MYBT then digital voice manage and make sure the settings are as you want then including number of rings

have you tried connect the previous phone before DV to the phone socket on back of SH2?  if you try that does that work any better?

[Keith_Beddoe]

---

@gate23 wrote:

thanks, message edited.

Yes, he moved from Sky.

Anything I can do about it?

---

See the suggestion by @imjolly  as it may just be local callers not entering the full national number.

Was he ever with BT Retail in the past?

[gate23]

1. are people dialing full code: YES
2. MYBT settings: ALL GOOD
3. Connected old phone to router: no 

When I look at recently received calls in MYBT it's not showing numbers I know have tried to call. Not sure if it only shows connected numbers in that list, or every number that has tried.

Seems like some numbers are just not connecting through to the BT network. This includes local, national and mobile numbers

[Keith_Beddoe]

It does look like Sky has not completely ported the number. Was the number originally a BT Retail number, or was it a new number issued when he was with Sky?

Try the socket on the back of the Smart Hub 2, as @imjolly  suggested, and see if that is any better.

[gate23]

I think BT retail initially, my dad has had that number for 40+ years!!!

[-Richie-]

I'd guess it's a porting issue, you'll find calls from people on BT or EE will get through fine, other networks won't.

[gate23]

will BT sort this out? Do I need to contact SKY?

BT Support chat won't even tell me what fault they found - I'm guessing they are on some script where everything stays very non-committal / vague