Can make calls but not receive them

[Jules181]

My elderly parents are able to make calls on their phone but not receive them.

I live a flight away from them and as they’re well in their 80’s they need their phone as it’s their lifeline.

When I try ringing them it just rings out but they never receive the call.It does say their voicemail inbox is full.They don’t even use this function as don’t know how too.They can ring me and their broadband is working.

This issue seems to start when they got a message on their phone saying their numbers were going to be synchronised.

Can someone please help as we have a sick relative atm and I can’t get to them nor do I have any siblings who can help.

Thank you,
Julie

[imjolly]

@Jules181 

I am not sure what you mean by  'their numbers were going to be synchronised '

Have they been moved to digital voice which uses the BT SH2 as a DECT base station and phone is either connected to back of hub or if they got new phone paired to the SH2?

Are they BT RETAIL customer for phone and broadband?

[Jules181]

Hello,

My mum said her phone kept ringing and when she answered she got a message saying we are synchronising your numbers.

Point is they are nearly 90 and the phone is their lifeline.I can’t ring to check on on them and I will at this rate have to get a plane journey home to find out what’s going on.

When I ring the phone rings about 7 times then goes to voicemail and says your inbox is full.They don’t know how to work voicemail either so I’m in an awkward position here.

[imjolly]

Sorry but you never said I'd they are with BT RETAIL for their phone and broadband or possibly with another ISP