Digital voice

[lmill03]

My mum is 85 and cannot use a mobile phone so when we were told it was moving to digital voice we deferred this till Sept. However in usual BT style, today her phone stopped working and I assume they’ve just gone ahead and changed it. I swapped the hub for the new one and now surprise surprise, she cannot receive calls. She also has just been diagnosed with terminal cancer and needs to be able to receive calls from medical services therefore I need this to be sorted as an urgency. What is the quickest route for me to go down? Many thanks. 

[Manatarms84]

If your Mum has been switched to digital voice the easiest way to confirm would be plugging the phone into the green socket in the back of the broadband hub and see if that works.  If not there may be a fault on the line which BT will need to look into and fix.  If there was a move to digital voice there would have been communications advising of the switch date.
This is a community forum and although there are mods on here they have no access to customers accounts.

[Christopher_G · Accepted solution]

Hi @lmill03 

Welcome to the community.

I'm so sorry to hear of your Mum's diagnosis. I understand this must be a really difficult time, and this won't be helping.

Have you tried @Manatarms84's suggestion of plugging the phone into the green 'phone' slot on the router? If there has been a switch to Digital Voice, it should work through that.

If you'd like someone to check the status of the service and check everything from our side, I recommend speaking with our Customer Support team. Keep us posted on what happens please.

Chris

[lmill03]

Hello, thanks for your reply. Yes, I’ve looked online and tried everything I can think of.  I’ve plugged the phone into the green port. It will let her make outgoing calls but she cannot receive incoming. Yes, despite me cancelling this till September I received a message from BT on 16th July although it was only yesterday (23rd July) that I swapped the hub for the new one they sent. 

[lmill03]

Hi Chris, thank you. Yes, I’ve plugged phone into green port. She can make outgoing but cannot receive incoming calls. I will try talking to Customer Support, just thought I might get a miraculous solution here before I tried! 😂 Will let you know how I get on. 

[lmill03]

Hello again, just to let you know, I spoke with someone at BT and they have remotely reset something and her phone now seems to be receiving incoming calls. Fingers crossed! 🤞🏻 Thanks for your help 😊

[lmill03]

Spoke too soon. Now she can’t receive calls or make calls. Knew it was too good to be true 🤦‍♀️

[WSH]

I take it you've tried another restart of the hub?  It sometimes takes that to sort the new settings out.

[lmill03]

Hello, I’ve switched it off at the button on the back of the hub, waited a wee while and then turned it back on but it’s still not working. There is a dial tone on the phone but once I dial the number I just get the long continuous tone 😖