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Message 1 of 31

Digital voice problem

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Hello. I recently went over to digital voice. I have a problem which is intermittent. Some of the calls, when I make them, dont go through, I get the dial tone, it dials, then its just quiet. It does this on the WiFi handsets, as well as the one plugged into the hub, I then redial and it usually goes through ok then. Most of my calls do go through first time, it’s just some that dont, and it does this on any number that’s soaked. I have tried rebooting my hub, also I have spoken to BT about this, they just seemed baffled over this. Has anybody else experienced this issue? Thanks in advance,
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Message 2 of 31

Re: Digital voice problem

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is the phone base unit connected to the hub and the handsets are part of the base setup not separate BT digital handsets?  the connection to the handsets is by DECT not wifi



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Message 3 of 31

Re: Digital voice problem

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The one plugged into the hub, is a BT big button corded phone, the others are 2 Alexa BT WiFi ones, plus 2 other on adapters, are corded BT phones.  So I have a total of 4 out of the 5 used WiFi with the adapters, and the corded one plugged into the hub.  Thanks.

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Message 4 of 31

Re: Digital voice problem

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None use WiFi , your  cordless ‘landline’ phones are just the same as any other domestic cordless phones that have been around for decades, in that they are DECT , not WiFi , your WiFi isn’t used for telephony unless you have WiFi calling on a mobile phone (  not a cordless phone) …the adapters are DECT adapters, they just allow a corded phone to connect to the DECT basestation within the router .

Your calls that don’t ‘connect’ , is it one number you call that’s intermittently failing to connect or various random numbers , and is the number  (or numbers ) other ‘BT’ customers or is it (or they)  on other providers networks ( Sky , Talk Talk , Vodafone, O2 etc ) .

If it’s only one BT number (you ) to another BT number then that call is contained entirely within BT area of responsibility , but it may not be that easy to tell as people can move numbers around providers so you may not know who is responsible for terminating the call , if it’s definitely to another providers network, then if the issue is within that other network, clearly BT can’t ‘fix’ other network operators equipment, unfortunately with intermittent issues like this it’s very difficult to rectify as no one has control over every area .

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Message 5 of 31

Re: Digital voice problem

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the adapter and the phone connection to the hub is DECT not wifi  this is covered in numerous posts on the forum



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Message 6 of 31

Re: Digital voice problem

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Thanks for explaining this to me.  It’s to any different numbers, that it always does not go through the first time, even to landlines in my own town.

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Message 7 of 31

Re: Digital voice problem

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It’s the network the number is on , rather than you having issues to  more than one number that’s important…if you are sufficiently bothered about this , you may need to keep a log of calls that initially fail and what network they are on (by asking once the next call succeeds) otherwise any report of ‘general issues’ can’t really be investigated, if you prove the problem is to multiple networks you can be more assertive in claiming it’s a BT issue , but without that detail it may be the other network that’s got the problem, as a guide , BT have around 20% of the retail market , so on average only 1 in 5 of your calls are likely to be BT to BT 

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Message 8 of 31

Re: Digital voice problem

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It is on different networks, as its also done it on different mobile networks i have called, such as Vodafone, 02 etc.

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Message 9 of 31

Re: Digital voice problem

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I never had these problems on the old copper wire.  I am chronic sick, very reliant on the landline.  When I called BT about this, they just dont know what the problem is, I dont think they fully know what they are doing with this new technology.  Thanks to everyone who responded,

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Message 10 of 31

Re: Digital voice problem

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Hi @Tezz 

Have you registered any vulnerabilities with our Customer Support team? They'll be able to log it against your account so that you get the support you need.

I do recommend getting back in touch with our technical support team so that they can look into this further for you, to make sure you're getting the reliable phone service that you need.

Contact BT | Call us or chat online | BT Help

Chris

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