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

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[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

[Albion442]

Thanks for your reply.

I didn’t really believe that using a second hub could be the answer, though I thought it was worth asking the question.

We only have Digital Voice because we wanted to update our system to Halo 3, in order to save costs and having DV was part of the deal - unfortunately.  

[Albion442]

Thanks for your helpful reply.

Our phone line comes in upstairs, where our hub is situated and a phone, which we had prior to Digital Voice is nearby.

However, it was practical to have an extension downstairs and this one is an answerphone - and in the best place to pick up any messages.

Changing that answerphone for the £30 one you suggest robs us of the ability to receive messages in the most convenient location.

We’d obviously prefer to have an answerphone on the extension downstairs, but it appears that’s not an option with this system - unless you know better.

Is there a solution that doesn’t involve moving the answerphone upstairs?

Regards