Digital Voice - Not Receiving Calls - HELP

[SS66Cornwall]

I’ve recently been transferred to Digital Voice but it hasn’t worked properly since day 1! On installation day the router etc hadn’t arrived so the engineer came looked at our router for less than 2 minutes then went away. He assured us that we’d still be able to make & receive calls even though we didn’t have the Smart Hub 2.

No surprise that within an hour we couldn’t make or receive calls. Upon calling 150 I was told that it was because we had been transferred over to digital & the phones wouldn’t work until the new router arrived. By the way, a new router etc hadn’t to be ordered because the original order was stuck in the system (as the battery back up unit isn’t currently available).

When the router arrived we plugged the phone in & we could then make calls. However still unable to receive calls.  I was assured that it would work the next day. Yet nope. Still not working. 
After numerous calls to BT we still cannot receive calls!  Today I was told that it is because the original order is still open on the system!  Allegedly the connection team have been asked to close the order but that it will take 3 days to do!  
I’m not convinced that they will close the order or that it will have any effect!

Please please please can someone help. I am at the end of my tether!

Note that the phone is at the house of my elderly parents so it’s not really acceptable that they cannot receive any calls. I guess I should be thankful they cannot receive still call out. They don’t have mobile phones!

HELP!

[jac_95]

Hi SS66Cornwall,

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.

[SS66Cornwall]

Are there any mods that can help me?  I note from other posts that they have been the superstars in getting issues resolved. I really could do with the help if anyone is out there who can assist a damsel in distress! 

[Keith_Beddoe]

@SS66Cornwall 

The moderators no longer have account access.

They may post to offer advice.

[SS66Cornwall]

Oh no 😢. Looks like I’m scuppered then 

[Keith_Beddoe]

There is a BT team that deal with this type of problem, but I think they are very busy, as its a common problem, owing to the complexity of many of the old PSTN routings, especially if the caller is not a BT customer. Mobile phone routings can be especially complicated.

Are you sure you cannot receive calls from other BT customers? What happens when you get an incoming call?

What type of phone do you have plugged into the green phone socket on the back of the BT Smart Hub 2? Some older wired phones can have issues with ringing.

Have you checked voicemail, just in case incoming calls are ending up there?

[SS66Cornwall]

Have been a BT customer for over 40 years. 

Nothing happens when I get incoming calls. I can’t even tell someone is trying to ring!

We have a digital voice handset so nothing plugged into the back of the router. 

Other BT customers cannot ring me.  Calls not ending up in voicemail. 

When people try to ring from BT phones it either does an engaged tone or just a constant tone like the line is dead.  From mobiles there is nothing - no noise at all .

[imjolly]

are your parents registered here   https://www.bt.com/help/here-for-you

or here  https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

[SS66Cornwall]

No they aren’t 

[Keith_Beddoe]

@SS66Cornwall 

Do you have a wired phone that you can plug into the back of the home hub, as the BT Digital handsets do have some issues? 

I assume you must have been using a different phone before you moved to DV, hopefully you still have it.