Digital Voice - Not Receiving Calls - HELP

[SS66Cornwall]

Plugged the wired phone into the back. Made no difference. Could make calls but not receive. 
Also have a digital voice adaptor - again the same issue persists. 

Just want an engineer to come out and sort it out - I am beyond furious & frustrated. 

[imjolly]

this does not need an openreach visit as problem is with BT and can be fixed by them.  you need to phone CS 03301234150

[SS66Cornwall]

Have rung that number multiple times. No-one has any idea why it isn’t working. Wish I’d stayed on the copper wires. Only changed as I was out of contract so to save money I had to move onto digital (wouldn’t allow me to stay on the old lines)

[Peter_W]

Good afternoon @SS66Cornwall, thanks for taking the time to bring this to our attention. 

I definitely want to make sure we get you the best help we can with this.

When was it you spoke to our team about getting the order cleared by the Connections team, and did they advise that someone would get back in touch?
Peter

[SS66Cornwall]

I spoke with someone yesterday morning at approximately 10am. They didn’t say that anyone would get back in touch.  To be quite honest I don’t even know if they did speak to the connections team. I know that sounds harsh but I have been told so many conflicting things that I no longer believe anything that anyone says.  They were convinced that the problem was being caused by the digital voice adaptor being faulty. We have plugged phones directly into the back of the hub yet the problem still persists. 

Any help at all would be so greatly appreciated 

[iniltous]

Have you checked the directory number on your ‘line’ , you can check it by dialing 17070 or by calling ( for example ) your mobile from your DV line and check the number being forwarded ( and displayed on your mobile ) is the one you expect..obviously if the announcement from 17070 , or the caller display is a different number to the one you expect, then anyone calling the phone number you had cannot possibly ‘ring’ your line , if the number is as expected, chances are some incoming calls will work ( from other DV lines for example ) but calls from other sources are not being directed to the appropriate place , and that’s something BT should address ,in  either case an Openreach visit will accomplish nothing but will waste your time and theirs 

[SS66Cornwall]

When I make calls out my number shows as the correct one on the screen of the person I’m calling. Just called 17070 nevertheless and my phone number is correct. 

No other incoming calls work. We have called the number from mobile phones on various networks, from BT landlines and from DV lines. Nothing works. 

[iniltous]

What ‘tone’ does anyone calling your landline get ? , RTNR ( ringtone no reply ) so the caller thinks the phone is ringing because they hear ringtone ( FWIW  there never has been a connection between what the caller hears and what’s happening at the called party’s phone , ringtone and ring current are separate but normally coincide ) , or NU ( number unobtainable ) busy tone , or no tone at all , if testing for this , it’s  preferably done from a landline phone not a mobile phone ,

have you tried reconnecting a phone into the copper pair master socket and tried making a call to your landline ( only worth checking if RTNR is what’s returned to callers ‘ringing’ your number )  .

[SS66Cornwall]

Busy tone or no tone at all …. NU. 

[iniltous]

Sorry what’s the answer , Busy tone , no tone or NU tone ?
Most reports of incomplete number ports show themselves as some incoming calls work ( from other BT customer for example ) but no calls from people that originate their calls on other networks ( mobiles, Sky network, Talk Talk network etc ) , if you get no incoming calls at all it’s possibly not that , but in any event, as previously stated , your broadband and outgoing service ‘proves’ the integrity of what Openreach are responsible for , this needs BT to resolve