Digital Voice - incoming calls not working

[Chris165]

My elderly mum has just had broadband added and was switched to DV at the same time. It was activated on Weds 15/11 and phone plugged into router as instructed. Landline works for outgoing calls but no-one can phone in. 
I contacted BT, as we need to be able to contact her, and have been told it may take up to a week to fix.

She is vulnerable and doesn’t have a mobile. How can I get her landline fixed quickly?

[jac_95]

Hi Chris165,

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.

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.

[Keith_Beddoe]

@Chris165 

Welcome to this user forum for BT Retail phone and broadband customers.

What to you get if you call her number, does it ring out?

[Chris165]

@Keith_Beddoe  If I call from my landline I get engaged tone. From mobile I get ‘cannot connect’ message.

[Keith_Beddoe]

I assume that when she calls you, the correct number is shown on your phone?

Assuming that her BT Retail phone line worked before she added broadband, then it would appear that the transfer of the phone routing is incomplete for some reason.

Are you both BT Retail customers?

All I can do is to see if one of the moderators can assist with this.

[imjolly]

is your mother registered here

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

[Chris165]

@Keith_Beddoe 

Yes, her number comes up ok on my phone when she calls.

Her landline was working fine before the switch to DV. 
I’m a plusnet customer, she is BT. My brother is also with BT and gets the same results when he tries to call her.

 I’m really annoyed that there seems to be no understanding at BT how worrying this is for elderly and vulnerable customers. She feels isolated and scared. 

[Chris165]

@imjolly 

I think there is something on her account that she is a priority. I’m sure when she had a problem last year, something was added to her account, but it doesn’t seem to make a difference.

[Keith_Beddoe]

The movement from a physical line to DV should be a robotic task unless there is an issue with the original routing. This can happen when the number was not originally issued by BT Retail, which I would guess is not the case if she has always been a BT Retail customer.

Lets wait to see if a moderator offers help.

[NeilO · Accepted solution]

Hi, @Chris165 I'm really sorry your mum is unable to receive calls after being switched to DV, I can appreciate the worry this is causing your family. As @Keith_Beddoe has mentioned it sounds like a routing issue. I'll send you a private message so you can get in touch with her details and we'll be happy to get this looked into.

Thanks

Neil