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

[imjolly]

@JR65 

if you go hub manager does it show your phone number and active?

[Burnside5]

So OpenReach have been, surprise surprise no network or Broadband issues. He plugs his own phone into the hub, calls it and hey presto it works, plug mine back in and it works. So I try and it doesn’t, engineer’s mobile is on EE. So like you it only works when called from the EE network, not landlines or other service providers.

Engineer, who also had the same issue which took 7 weeks to resolve, calls in, we are told they have done tests and have identified that it’s the digital adapter that is at fault. Not sure how many times we told them that the engineer’s test phone plugged directly into the hub has the same issues but it was a lot before it finally sank in. 

They have now passed the issue onto the offline team…again.  This is really frustrating especially as it seems to be a common issue, so why don’t tech support know about it and how to resolve it?

[JR65]

I'm fairly computer literate but afraid I don't know how to get onto the Hub Manager.  Could you please advise me?

I have this morning spoken to the 13th BT expert, again very pleasant, and he seems to think the  Digital Voice connection is missing so will see if he can try out something and will call me  back in 2 hours or so.  If it doesn't work then it is back to the engineers who are meant to be working on the fault, which I registered on 14.10.24 and BT registered on 14.10.24.  We had used Digital Voice for years until I was told all was up and running just fine on 14.10.24 and the phone disconnected sometime between then and the following morning.  I just wonder what happened during those hours.

Incidentally, I was told that Openreach engineers can't come to check anything as it is all carried out digitally so I was very surprised to read that they visited the home of a Community member recently to  try to fix a problem.

[Peter_W]

Hey there @JR65.

To access your Hub manager please enter http://192.168.1.254/ into your browser's search bar, then select your phone number. 

This should display if you have the Digital Voice service set up.

Peter

[JR65]

Having checked the Hub Manager it shows

Phone:  Not configured 

Hybrid Connect status: Not configured.

I assume here lies the problem and I wouldn't have thought something like that would be too difficult for the TMC team to sort out... but then what do I know.  Very little perhaps.

[Peter_W]

Thanks for checking that @JR65, it definitely sounds like something isn't quite right with the set up if this isn't showing as configured. 

Is it only today that this was passed to the TMC team, or was this escalated previously? 
They're our specialists for the escalation and investigation of any technical query, so should keep you in the loop with what's happening.

Peter

[Burnside5]

Unbelievable I’ve now received a SMS from BY informing me that my fault has been closed as they understand it has now been resolved. No it hasn’t, the same issue persists so now I have to call in again and raise a 4th fault for the same issue.

How do I get some ownership

[JR65]

The Fault in Progress Report is dated 14 October and a note was added the same day saying "You may also experience problems with other services such as your Broadband whilst we fix your fault."  This Report could be the result of a faults report I put in myself  but I have been told it was reported by one of the BT team on 15 October.  The 'expected' Fix Date is Friday 18 October but I'm not holding my breath as I've been let down so many times over the last 12 weeks.

I can't emphasize enough how pleasant those trying to help have been but it appears that the problem with the phone disconnecting is beyond their expertise  as they are Level 1, whereas  the TMC team are Level 2.  I expect you know all of this.  

Incidentally, I had a call to my mobile at 18:13 today from 0191 429 0258 but as soon as I answered the line went dead.  I had hoped it would be a member of the TMC team.  I checked the number on the internet and there is mention of it being "...primarily associated with Inspired (EE's partner), is a landline operated by BT."  Are you able to confirm this?

Thanks.

[rbz5416]

@JR65 

The number is genuine but that's not to say it hasn't been spoofed.

https://www.bt.com/partners

But looks to be marketing rather than anyone trying to fix your problem.

[JR65]

Whoever it was who rang me from 0191 429 0258 and then hung up when I answered never rang back, so perhaps it was EE or BT trying to sell me a better deal and then realised it wasn't a good time.  Today I've received a message from EE asking me to return the kit.  I returned a BT kit on 03.09.24 and have the delivery receipt and tracking number.

There is still an engaged sound when I check to see if the phone has been connected yet (it hasn't) but there are no saved voicemails, probably because it isn't connected so they aren't being saved. 

I have everything crossed in the hope that the TMC team will fix it tomorrow before I go completely insane but I feel as though I am being ignored.  I will let you know if I hear from the TMC team tomorrow or over the weekend.  I assume they work shifts which include weekends.