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Message 1 of 6

Digital phone line

I moved over from plusnet and went live on the 17th July, it is now the 28th July and I still can't receive calls but can make them. I have phoned Customer Support at least 6 times to get this sorted. I keep getting messages saying the problem has been solved but when someone tries to call me, all they get is the disconnected tone. I am frankly starting to regret moving over to BT and was wondering if anybody else has had a similar problem. 

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Message 2 of 6

Re: Digital phone line

Are you phoning the FTTP TEAM 08005874787 as they are the people who deal with Digital voice.  If you get diverted to CS then hang up and try again later



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Message 3 of 6

Re: Digital phone line

Hi @alan2703, sorry you're not receiving your calls. First thing is to check that there is no call diversion in place. Digital Voice: How do I use my calling features? | BT Help

Cheers

John

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Message 4 of 6

Re: Digital phone line


@imjollywrote:

Are you phoning the FTTP TEAM 08005874787 as they are the people who deal with Digital voice.  If you get diverted to CS then hang up and try again later


Not anymore, Digital Voice training has been rolled out to the majority of frontline guides, if you're calling regarding Digital Voice and mention this on the IVR, the system will route the call to someone trained to help.

 

@alan2703- Did you port your existing number from Plusnet to BT ? if it's not a call diversion then it could be a routing issue, it could also be a home setup issue, do you have an old basic phone you can plug into the Smart Hub 2 to test?
When you call BT, try and have a recent list of the numbers that have tried to call you, the time/date of the call, the error message the caller hears and ideally what network they called from.

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Message 5 of 6

Re: Digital phone line

Hi John. I have checked, and call diversion is switched off, even customer services checked and said it was off.
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Message 6 of 6

Re: Digital phone line

My callers don't get an error message, all they hear is the line disconnected sound.

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