Digital voice down

[mikejay97]

After having digital voice successfully working for a few months after it being switched off and on and loosing our number 2 times. It  went down on 19/05/22 when anyone rings us it goes to bt answer when we pick the handset up we get a recorded message on our old phone into the home hub and also on the hd handset. Reported it on the 19th bt said a fault and engineers working to fix by 24th. Still  not on 27th bt now sending tech expert out. Hub has our number in it and just says service not ready. Have rebooted hub a few times left off for 30mins have deleted the hd phone and reconnected it have unplugged old phone from home hub but still the same. Is waiting in for this tech expert going to solve anything?

[jac_95]

Hi mikejay97,

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.

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.

[jac_95]

I've seen in some cases having both a digital voice handset and also non digital voice handset with call guard and answer machine cause some issues where the non digital voice handset picks up the call but doesn't end it and you try to answer on the digital voice handset. It caused calls not come come through. Turning off the non digital voice base station with the call guard device off for a few minutes and also restarting the smart hub 2 resolved the issue for that occasion.

Also when you go to http://192.168.1.254 and go to the option for phone service (it will have your number displayed on the button card). What is the status on that?

[mikejay97]

Thanks for the reply @jac_95 the hub has only the powerlead in it now and the hd digital phone paired to it. The status on the hub says service not ready. The voip log on the hub says tls 0 close,  sip registration fail 403, tls negotiation-success.  Not sure in what order but theres 63 pages of the same message

[jac_95]

Thanks @mikejay97 . Sounds like authentication issues if it's giving a 403 error code back in the logs when trying to do a sip registration.

I've flagged to the moderators as this is a technical issue with your Smart hub 2 and the BT Consumer's SIP gateway/PBX.

[mikejay97]

Thanks @jac_95  a home tech expert is due out soon been waiting in for them. Although I suspect it's going to be a waste of time unless its a hub fault and he is bringing a new one?

[jac_95]

@mikejay97 

The tech expert may try replacing the smart hub 2, however and this is where it all depends on the implementation. The smart hub 2 will have client credentials either in a form of certificates or some access keys that is then used for the sip registration. How these client credentials are generated and stored in the smart hub 2 I'm unsure about. It maybe uploaded to the hub when it connects to the remote management server which may mean the tech expert (again not sure what systems they have access to) may need to check and push some new client credentials to the smart hub 2.

Please keep us updated on how progress and if needed I'm sure one of the moderators can help out.

[mikejay97]

@jac_95 Just as I thought wasted a whole day waiting in. The tech expert did not even know what an sip registration was. He showed me his notes he had been told we had a total loss of broadband no mention of voip😡 he said nothing he can do but tell bt its a voip fault. 

[mikejay97]

Just looked at my faults and i have a new one now for broadband saying the engineer has been and fixed it🤣 the original fault still says engineer was due to fix on 24th 

 

[jac_95]

It's definitely some SIP authentication and configuration mismatch when it's trying to register with the SIP gateway/PBX. One that Digital and Networks will need to be involved in probably.

One of the mods should be in contact but as it's the weekend there maybe a delay.