Can't hear incoming calls but can make outgoing calls on Digital Voice

[abbi]

Any advice would be appreciated.

Sometime in 2022, we were forced to ‘upgrade’ to the digital lines in our area.

I have BT Broadband Home Essential Fibre Essential

I have a digital line as part and parcel of this new setup.  In the beginning it was fine. But since a few months, I can’t receive incoming calls. The line rings and they can hear me, but I can’t hear who is calling me.  I can make outgoing calls but can’t receive them, or rather I can’t hear people. I know my phones are not faulty because I tried changing them, and the problem still exists.

Today I called BT because I can’t receive incoming calls.  The funny thing is, when BT called the calls got through. Engineer tried twice. We chatted, I could hear his voice.

I then tried asking people to call me and the same thing happened, I can’t hear them, although they can hear me. I asked someone I know to call me, and they called me from their landline and they had the same issue. I then tried calling my landline from my mobile phone, and I had the same problem.

Only the BT calls got through.

I then searched the internet and these forums and discovered others have the same issue.

What then is causing these problems? I think the BT calls work because they have special digital lines which others don’t have.

Any suggestions please?  Thank you in advance.

[jac_95]

Hi abbi,

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.