BT4600 no incoming calls

[genewebb]

I can make calls on my BT4600, but incoming calls are ended after 2 seconds ( no ring). I have checked diversion setting and believe it to be off. I have had the line checked. What could it be?

Thankyou

[imjolly]

are the calls being diverted to voicemail 1571?

[genewebb]

No- it justends after 2 secs

[Peter_W]

Thanks for confirming that @genewebb.

Is it all incoming calls that are affected here, or just certain numbers / networks?

When you checked your line did it flag up any issues too?
Peter

[genewebb]

Line tested OK .I believe it is all incoming calls- at least2 other landline numbers and 1 mobile tried. Outgoing is OK.
I'm about to get a basic landline phone to test the line without BT4600. I can't help feeling it is the issue.
Thanks again

[genewebb]

RE previous post - will post again after test

[genewebb]

I have now tried an analogue phone on the line- the situation has not changed - still cuts out after 2 sec. for incoming call

So it's not 4600 phone that's the problem.

If it's the line I don't understand why I can make calls and not receive them

Any thoughts?

Thankyou

[Ali_A]

@genewebb 

Thanks for testing and getting back to us. 

Has your phone line been transferred to Digital Voice? 

If you have Full Fibre Broadband service, can you try switching off your ONT router box for a minute to test? 

Finally, have you tried a factory reset of your broadband router? 

Ali

[genewebb]

Thankyou

My landline is still analogue ( but during the course of trying things I did power off/on the router, but not reset.)

Having connected an analogue phone to each of the sockets in my house, I feel it is a problem with the line ( Broadband is OK), but whether it is outside or in the house I don't know.

Given the imminent transfer to digital, I  think I'm going to investigate moving to it now.  I don't know how to do this- any pointers are welcome (I'd like to keep my landline number and continue to use BT4600)

Thankyou again

[Ali_A]

@genewebb 

In this situation you'd need to contact Customer Care so a guide can run a call test through the line to resolve the potential cause of your incoming calls. 

We're automatically swapping eligible customers over to Digital Voice once it's available in the area, but if you are looking to move over sooner, just let the team know when you call up and they'll go through the options of regrading your broadband service. 
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Ali