New Digital Voice Service - I can make calls out but not receive any

[Burnside5]

I am sure this has been asked lots already but search did not bring up a match. So my phone service was migrated to Digital Voice yesterday, new hub all works fine and my existing analogue phone can make calls without any issues, however it does not receive any calls.

I have plugged the phone base directly into the router, same problem, into the router using a filter, same problem, set up and paired the plug in adapter, still the same problem.

Can anyone help, we only use the phone for incoming calls from elderly family members so is completely useless now. And to be perfectly honest I should not have to buy a new phone because BT decided to force this change onto us.

[jac_95]

Hi Burnside5,

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.

[imjolly]

have you reported the problem to CS 03301234150?

[rbz5416 · Accepted solution]

Historically these issues seem to have been a result of a faulty/partial port of the number to DV.

If you get nowhere with 150, ask for the matter to be escalated to TMC.

[Burnside5]

Not yet as wasn't sure if this was something I simply needed a different adapter for, I connected to online chat and they are sending me one but it's likely to be the same as the one I already have

[imjolly]

sounds like number not ported to DV correctly  do you know if all calls or calls from home phone and/or mobile calls

[Burnside5]

This appears to be the issue, thanks, informed it should be resolved inside 24 hours.

[Burnside5]

Hmm so I received an email and SMS this morning informing me that the setup is now complete, on testing I can still make outbound calls but now when I call the home phone it is permanently engaged. Guess I need to call CS again, I have requested 2 call backs from them but these have not happened.

[imjolly]

have you reset the hub since fault fixed?

[Burnside5]

Yes, as have CS. Line fault apparently