Not getting engaged tone. Callers hear ringing and divert to voicemail even though voicemail off.

[Felix019]

Hello,

My landline phone moved to a Fibre connection and the phone cable is now plugged directly into the back of the Router.

Previously, If the line was busy, callers would get an engaged tone. Now, when they call and the line is busy they hear the phone ringing and then it tells them this is ext 5006 please leave a message after the tone. I have voicemail turned off yet it doesn't make a difference. 

I know on this site, people with a similar issue have been told to go to Settings>Call Settings> choose single line over multi line. However, when I go for Call Settings the options are different. 

Please can someone advise how to do it for the BT 4600 Big Button Twin Phone. 

[licquorice]

You can only make the changes on a Digital Voice handset, not an analogue phone plugged into the router.

[Felix019]

I have been connected to the Router since October. Initially, the problem was that if the handset was off the base and an incoming call came in I couldn't answer the call. Words like BT and sync would appear on the screen. 

Last week or so, that issue has corrected itself, but now i have this issue with incoming calls not getting an engaged tone and going to a voicemail i have no control over. 

How is this possible? Are you saying these issues just keep happening and I need a new phone? Why would it even happen in the first place, i.e going from one issue to another? Can I reset my handset?

Many thanks for your  swift reply and help on this issue, 

[Keith_Beddoe]

Do you have a  Digital Voice handset as well?

If so, then its possible the batteries are no good, its a common problem.

That would explain what you said. "Words like BT and sync would appear on the screen. "

[Felix019]

No, I don't have a digital voice handset. The only landline I have is  the BT4600 Twin Big Button Phone.

I thought it may have been the battery but then the problem appears to have resolved itself. Just tested it again now and am no longer getting the BT logo or sync coming up. The number of who's calling appears just like it did with the traditional copper landline.

Also, i had no issue speaking on the phone for an hour whilst the issue was going on. 

Just bizarre how one issue resolved itself and now  replaced with this one. Why would I not be able to have a normal engaged tone when incoming calls are coming in and instead it's diverting them to a ext voicemail service that I have turned off?  

Maybe a software issue due to the different power surge coming in has messed it up. 

[licquorice]

The problem is due to multi call which is enabled by default and unfortunately can only be changed via Digital Voice handset.