BT Digital Voice receiving calls

[Albion442]

Hi

Our Digital Voice system was set up by a BT engineer and we have one extension - approved by the engineer.

We can pick calls up on either the ‘main’ phone and the extension. However, our system does not allow us to ‘transfer’ an incoming call from the main phone to the extension - or vice-versa.

To illustrate; a call comes in and both the main and the extension phones ring. Then, once the call has been answered on either of them, it can’t be heard on the other one, which just emits a long tone.

Our set-up was approved by the engineer at the time of his installing the Digital Voice System, so can we sort out the issue ourselves  or do we need to call an engineer?

[jac_95]

Hi Albion442,

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.

[licquorice]

I suspect one phone is a Digital Voice handset and the other an analogue phone connected to the hub via the green socket. If this is the case, there is no connectivity between the 2. Calls can be answered on either system but can't be picked up by the other.

[Albion442]

Thanks!

We rather suspected that the surly, disinterested BR engineer who installed our Digital Voice didn’t know too much about the subject. He assured us that both our main and extension phones would work together without any additional tweaks or ‘bits of kit’ involved.

To add insult to injury, he knocked an ornament to the ground and broke it during his visit - without offering a single word of apology!

[Albion442]

Typo - should have typed ‘BT’ engineer not BR !

[Albion442]

Hi again Licquorice

Would you be kind enough to advise me on how to overcome this problem ?

When the engineer visited (see my earlier reply!), he left a second hub - the same type as the one he attached to our phone.

Could this second hub be used to solve the issue - and, if so, how?

Thanks!

[licquorice]

Unfortunately, you can't overcome this problem. If you could I would have explained how.

It is a function of the design bizarrely.

The only workaround is to only use either DV handsets or analogue handsets only and not a mixture of the 2.

You can't have 2 hubs on one line, it wouldn't solve the problem even if you could.

[RIC9380]

So, the easy solution is to buy a BT Essential Digital Home for just under £30 to use as your extension phone which will enable you to answer calls on either handset and which will then allow you to transfer them from one to the other.

RIC9380