Digital voice unable to accept calls from mobile phones

[sallypoo]

Hi all

My 81 yr old vulnerable mother had her super fast broadband and digital voice installed on 30/11. It was a disaster & on 09/12 BT cut off her analogue phone line. Today I got a call from BT telling all issues were fixed and I called my mother using my landline and indeed was able to speak with her.

Only after I had finished the call the BT did I call her again (this time using my mobile) to find that I got to beeps and the call was ended. No call is registered on her BT call logger.

Any ideas why her digital voice line might be able to accept only calls from other landlines please? This seems truly odd.

I have no means of calling the advisor back to add to my. 

[jac_95]

Hi sallypoo,

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.

[imjolly]

Try phoning the FTTP TEAM 08005874787 and they should be able to help

[sallypoo]

Thanks @imjolly will give that a go, that isn't a number or a team that in my probably 20 hours on the phone with BT has been mentioned up to now.

The error I was told has caused by an order hanging in a system call AVALON, if that means anything to anyone?

[jac_95]

The system known as Oneview or Avalon is BT Consumer's billing/csm platform.

The order journey process is complex and all stages and systems (including third party suppliers) need to complete successfully.

See what the FTTP team can do and let us know how you get on 

[sallypoo]

Thanks @imjolly 

Called them this morning. They did indeed seem to be more knowledgeable than the 150 team.

Best guess at the moment is that mum has hit the SHIELD key on the new handset which immediately blocks the number calling. I'll confirm on 26/12 when I'm with her next.

I thought it might be useful to share this as the advisor said this is pretty common with older people and difficult to sort out. Yet another reason not to transfer over old folks who find new tech tricky.

The advisor actually suggested we remove all the new handsets and revert to her decade+ old ones. Should it prove the shield key is the villain, I shall indeed be doing this.

Thanks all. I've had more help on here in the last 24hrs than I've had directly from BT in over 2 weeks!

[jac_95]

@sallypoo 

Was your mobile added to the block list on the MyBT account?

The shield button on the BT Digital Voice handset basically adds it to that.

If that is the reason and you use the previous handset you plug these into the phone port on the back of the BT Smart Hub 2 or use the BT Digital Voice adaptors to connect them to the BT Digital Voice service 

[sallypoo]

no just the handset.

[sallypoo]

Hi,

So I'm here today. I've tried pressing the shield on the handset and it calls "call protect". 

I can't see anyway to find any blocked numbers? and there are any on the website. Yet neither myself nor my husband can get through on our mobiles. We are on different provides by the way.

The BT guy I spoke to on Christmas Eve could get through. I'm at a loss. 

Any suggestions? 

 Thanks all

[sallypoo]

Now can ONLY call out… now now receiving calls from landlines either 😭