Digital voice advanced with alexa

[Keepontop_11]

Hello

I've  recently purchased two digital voice advanced handsets with built in alexa. The set up was easy and straight forward.  However the user guide states that there's an option to change the colour display so I followed the instructions. I've gone into the phone settings and accessibility and the colour scheme option is there but when I  arrow to select the option it skips straight to contrast instead. Apart  from this glitch the phone works fine.

I spoke to an adviser at BT and was told that they are aware of the issue with the colour display and a software update may resolve the problem. Has anybody else had this problem with the colour display option with their digital advanced handsets 

[Debbie_G]

Hi @Keepontop_11.

Thanks for coming to the community.

I'm sorry to hear the option to change the colour scheme on your handset is skipping to the contrast setting instead. Could you try doing a software update on the handset and let the team know if the issue continues.

Debbie

[Keepontop_11]

Hi Debbie

Many thanks for your reply to my question.

When i got the phones on the 1st Oct and set them up i carrried out a software update on them as the user guide stated this must be done to ensure that the phones were up to date with the latest software. Since then i've checked the phone to see whether further software updates were available but there has been absolutely nothing.  When i spoke to a  BT advisor about the colour scheme issue and asked when will a further software update is likely he said software updates are done every 4-6 weeks or so. Whether this is true or not because he also said that the digital advanced phones with built in Alexa is no longer available due to the number of various problems customers have had with these phones. I was offered  replacements phones but they wouldnt have the built in alexa or the BT advisor said i could hold onto the phones and wait to see whether a another software update becomes available and hopefully resolve the glitch with the colour scheme display option.

Debbie my next question is will another software update become available or do have any other suggestions on how to correct the glitch with the colour display option?

Thank you for your support

[Debbie_G]

Thanks for getting back to me @Keepontop_11.

We’ve done a little bit of testing on our side and tried a few different set-ups with the Alexa-enabled BT Digital Voice handset. The option to change the colour scheme does work on the handsets we tried this on.

Based on this, it might be worth resetting your handset to see if that helps resolve the issue. A reset can sometimes clear out any temporary glitches and allow the settings menu to function properly.

To reset your handset:

1. Go to Menu > Settings > System > Reset Handset.
2. Follow the on-screen instructions.
3. Once reset, re-register the handset with your Smart Hub and check for any available software updates.

If the issue continues after the reset, there may be a fault with your handset.

Debbie

[Keepontop_11]

Hi Debbie
Thank you for looking into the issue i've got with my phone. I will follow your instructions to reset the phone and let you know how i get on. Fingers crossed after i've done the reset the glitch with the colour display will have cleared away.
Kind regards
Christine Grant

[Keepontop_11]

Hi Debbie
I've done a reset on the two handsets I have and done a software update as you advised and it states that it is up to date. I've gone into settings and then display tried to select colour scheme but it skips to high contrast. If I select high contrast it brings onto the colour scheme option and shows a pastel colour. It doesn't give me an option to change to another colour whatsoever. When I arrow up, down or across nothing happens. The only colour option is pastel, and this on both handsets. If you have handsets with alexa that you've tested and the option to change the colour display works I would like the handsets that I've got replaced. How do I go about doing this, because i was told by a BT advisor that you were no longer selling the advanced handsets with alexa.
Regards
Christine Grant

[Christopher_G]

Hi @Keepontop_11 

Thanks for trying that. If you purchased the handsets through BT directly, you'll need to speak with our Customer Support team again. They'll be able to finish the diagnostic session and run through your options with you.

I hope you manage to get sorted. Let us know what happens please.

Chris

[Keepontop_11]

Hi Christopher
Thank you for your reply. I will get in touch with the customer support team and see how I get on. Nearly everybody I've spoken to within that team don't seem to have a clue about the digital voice phones and just left me up in the air. The community forum is the only team who have helped yourself and Debbie. If I have no joy with the customer support team I will have to seek further help from yourselves again.
Regards
Christine Grant

[Keepontop_11]

Hi Christopher 

It's me again. I've spoken to the customer support team who completed their diagnostic checks  and everything is showing up okay she said. The  advisor also said the advanced with build in alexa have been  discontinued due to a number of issues with the phone. She mentioned that a software update when one becomes available may resolve the issue with the colour display but couldn't say when that will be. Do you have any further suggestions on how the issue  with colour display can be solved. Would a software update help  do you think 🤔 

Regards 

Christine Grant 

[imjolly · Accepted solution]

if the advisor is correct and the BT DV phone with Alexa  has been discontinued due to problems then I think it more  unlikely there will be a update for the phones in the future.  so your phone is working ok apart from you can't change screen colour?