Elderly mother cannot recieve calls from Mobiles

[amco48]

Hi,

Since my mother moved to digital voice she can't receive calls from mobile phones. She has carers who need to be able to call her landline by mobile phone.

I spent hours on the BT online chat discusssing this issue. They came back to me and said it was a technical problem and they would have it sorted soon. The next day I received an email saying it was fixed. It's not fixed.

I called again and spent an hour on the phone waiting. A man got back to me only to say the department he was trying to get through to had closed and he would call me back. He has not called me back.

I've had enough of online chatting and calling and am ready to make a written complaint.

Thought I'd try here first to see if anyone has had this problem and how they got it resolved.

Thanks for reading.

[jac_95]

Hi amco48,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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.

[rbz5416]

It's nearly always an issue with an incomplete port of the old number. Try calling again & asking for escalation to TMC.

[amco48]

Thank you 🙂 What does TMC stand for?

[rbz5416]

Technical Management Centre.

[Leanne_T]

Morning @amco48 

I am sorry your Mother is unable to receive calls from mobiles and appreciate how important this is to be up and running. 

Have you spoken to the team again since last night? 

Please let me know how you're getting on and if you need any help 🙂

Leanne.

[amco48]

Hi,

I called BT last Monday and waited on the phone for almost an hour until the guy got back to me to tell me the department he was trying to get through to was closed. He said he'd call me back on Wednesday, but he never called.

So I called again today and was told the issue is with the consumer product unit and will be fixed by Thursday (we will see!)

Apparently it's a 16 day wait to get through to the TMC.

My mother has a mobile phone and her carers are currently contacting her through that, but it's not great as she struggles to answer it! One of her carers called today while in the house and my mother's phone rang, but when I tried and my brother tried the phone didn't ring. Also, other people have called from landlines and not got through, including her bank. But if you call from a BT landline you get through no problem!

Fingers crossed this issue is sorted on Thursday.

[Michael_D]

Thanks for letting us know @amco48.

Please keep us updated with how it goes on Thursday.

Michael

[amco48]

Well I received an email today to say the problem has been fixed...but guess what...it hasn't been fixed. I still have the same problem. This is the second time they've told me it's fixed when it's not. I feel like I'm going around in circles with them.

[Linzi_H]

Hi @amco48 

I'm disappointed to hear you're no further forward with this.

Was the email from one of our Guides that have been helping with your query?

Linzi