DV phone and 2 factor authentication call back fail

[JerryLee]

I have  had full fibre from BT for several months, and they moved the phone onto Digital Voice.  I have the Alexa handset ( and BT Dect ansaphone / handsets on the adaptor ).

They all work for making and answering calls from landlines / mobiles.

BUT - the phone DOES NOT RING when receiving a call from a company with 2 factor authorisation - sending a code to the landline to enter to prove identity / security!

Alexa phone immediately shows a missed call on screen and in call list, and if I am quick it seems to say not available?

This happens with Halifax and HMRC so it's not just one company problem.

I noted the HAlifax number appeared to be from a mobile number ( it's all auto ) .

Any ideas /  help?

Yes I can set the company call back number to a mobile and it does work ... but should also work on landline as it used to do!

Thanks

[jac_95]

Hi JerryLee,

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.

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[JerryLee]

So, Nobody has seen this before?

Is it some setting or spam/junk filter on these phones??

[JerryLee]

Tried a few more companies, including NS&I, and it still occurs.

Phone otherwise makes and receives calls fine.

[imjolly]

just a suggestion but the DV has ability for 2 simultaneous connection so have you tried changing calling on phone from multi to single

[JerryLee]

Thanks, not tried that.

Been on to BT for 45 mins ... may just be something silly like blacklist takes withheld numbers ... even though I can see the numbers on the Alexa DV handset!

Cheers, I'll let you all know!

[JerryLee]

Ok, back again.

I finally found how to turn off multi call on the DV handset.

No help.

Calls back from e.g. Halifax bank, HMRC etc. for 2 factor authentication do not ring on the DV phone, despite the calling number being displayed IN the calls list!

Halifax also returns a message on screen that there was no answer to their call.

Any one got any ideas?

It's obviously a Digital Voice issue, or my settings in the phone or MyBT account!

Thanks

[parmesan1]

hi Jerry Lee - re digital voice & 2 factor authentification call back fail, were you able to sort this out?

[JerryLee]

Hi there,

I forgot to update this issue, as it was not a frequent need to get a call back to the DV landline!!

So, in short... YES.

After a couple of calls to BT help desk, who were sort of helpful, it came to a simple setting.

In the call protect settings I had blocked unidentified numbers AND foreign calls.

Guess what, Halifax call backs come from France and HMRC via spain ( ir was it NS&I ?)

Anyway BT help checked and confirmed these settings, I removed the number I had found was HMRC and NS&I from my black list, then removed block foreign calls, and Voila! it worked.

Now DO get call backs to the DV landline from HMRC, Halifax building society and NS&I.

Hope that helps people!

Cheers

JL

[parmesan1]

many thanks from Parmesan1