Digital Voice Fault with incoming calls from fixed line

[RonBrierly]

For the past 3 weeks I have been battling with BT to try and get them to resolve a problem with calls from fixed line numbers to my Mother's digital voice service failing. Outgoing calls and calls from mobile numbers work fine. Eventually after hours working with BT via chat an engineer came to my Mother's house. He determined that it was a network issue and other customers were also impacted. A week later and the problem still persists. I am at a loss as to what to do now. It is in my opinion totally unacceptable that it has taken 3 weeks not to fix a fault in the network.

I can see from searching the community that this is not a new problem as a similar problem was reported 2 years ago. 

Can someone suggest how we can get this matter resolved.

[jac_95]

Hi RonBrierly,

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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[imjolly]

are the people phoning your mother using the full telephone code and not the local short dial code as like mobiles you need to use the full number with DV.  are the callers with BT or another provider or just any incoming calls

you can only phone CS 03301234150 and see if they can help.  I would also while on phone tell CS you want to register a complaint as going on to long

[RonBrierly]

We have tried both with and without the area code. Also we have tried calls from within the same exchange area code and calls from outside of it. All calls from BT landline numbers fail. All calls from mobile numbers work fine. When the engineer visited the house he dialled a code that evidently should result in a call back. The call back failed.

Just so frustrated. Migrating to digital voice has been a total disaster. Would love to go back to the legacy network which worked fine.

[imjolly]

there is no going back once moved  your problem is not uncommon on the forum and is normally fixed after contacting CS.  

Bearing in mind number of customer that have moved to DV the only people who post here are people who have a problem.  the vast majority have no problem but nobody post to say the move to DV went well

[iniltous]

BT landline numbers is an often misused term , so these are BT Consumer customers, and presumably a mix of DV and PSTN telephone customers and not Talk Talk , Vodafone, or Sky or anyone else that may provide service over Openreach network ?,
what is the nature of the failure , calls not connecting , in which case what tones or announcements do the caller hear , or the call connects but is disconnected after a while ?

[RonBrierly]

Thanks a lot for your reply. The numbers we tested from were all I believe BT landline numbers including my own which is still on the legacy network and in a different exchange area. The others were pretty certainly also still on the legacy BT landline network i.e. not digital voice. Callers receive the message that the number isn’t recognised. As far as we can determine Mum hasn’t received any call from anyone who isn’t a mobile customer in the past 3 weeks.

[Peter_W]

Hi @RonBrierly.

welcome to the BT Community, and thanks for explaining those details for us too. 

Like @imjolly recommended, if the engineer you spoke with advised of a network fault, then your next port of call would usually be to get back in touch with our technical support team for further updates. 

They'll be able to keep you up to date on everything happening, and ensure a complaint is logged on your account for this too.

Peter

[RonBrierly]

Thanks. That is exactly what I attempted to do yesterday via a chat session with the technical support team. However all they wanted to do was to restart the whole lengthy process again with checking the line, restarting the modem etc. Having already been down that road 3 times I have no appetite to revisit it. I instead raised a complaint via email which hasn’t yet been acknowledged. If the problem cannot be resolved this week then we are left with no choice but to cancel the BT service and replace it with one from another supplier. Mum is in her late 80’s and needs to be able to receive phone calls. It’s not a big ask. 

[Peter_W]

Thanks for the update @RonBrierly.

It can take a few days for our Executive Team to review your case and get in touch, but reaching out via the email contained in our complaints code of practice is definitely the best way forwards. 
Please keep us posted on how things go, and if needs be we can get this chased for you, too.

Peter