Since Digital Voice Upgrade on 4th Dec - Can't receive any phone calls - contacted BT 4 times!

[kevin_hollands]

BT upgraded my broadband to full fibre on the 4th Dec as part of the change to didgital voice. An order was raised on the 13th Oct without even telling me. I found out by looking at my account. Anyway an engineer upgraded me on the 4th Dec. Broadband working fine then discovered next day that friends had been trying to ring but were just getting continuous ringing at their end (nothing at my end). I could make calls no problem. I contacted BT via the online chat and they sent an engineer who thought he fixed it and was blaming my old phone. After he went I found out I could not receive calls. So I bought a new digital phone but still no joy. Then the following happened

18 Dec contacted BT. Said they would look into it and would phone me back on the 20th - No call received. Thought it must be being dealt with so left until after Christamas.

02 Jan - checked account still showed order was open. Phoned up and was told problem with porting my number and it had failed. BT said order was stuck so would open a new order. Then said they would phone back next day for update. Never phoned. Checked account and now showing 2 orders for same thing.

06 Jan - phoned again. Spoke to Janade. He said it had failed again and would pass to specialist teaam to clear jammed orders on database and not to worry it would all be working in 3 working days. Today is the 10th and I still cannot receive calls.

I not sure phoning up again is not going to get me anywhere. Does anyone know who I should contact to get this resolved?

I can't understand why there are no follow ups to the problems and I was also told I would get compensation for each day so this mounting up now as well.

Thank you

[jac_95]

Hi kevin_hollands,

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

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[Keith_Beddoe]

@kevin_hollands 

Is your phone, or the base unit for your digital phone system, plugged into the green socket on the back of the BT Smart Hub 2?

[kevin_hollands]

I have a digital phone, registered with the hub and it is working fine for outgoing calls

[Keith_Beddoe]

Assuming outgoing calls are presenting the correct number, then the issue is with the incoming routing. Were you a BT customer before the upgrade to full fibre, and was your number originally issued to you by BT?

Things can get complicated if your number was not originally issued by BT.

I assume your digital phone is one specifically designed for BT Digital Voice?

If that is the case, can you turn off multi-call.

[kevin_hollands]

Existing BT customer for over 30 years with same number. It is a BT advanced digital phone. BT keep telling me the porting process has failed.

[kevin_hollands]

It is in single call mode

[Keith_Beddoe]

Then the transfer from PSTN to DV is normally handled robotically, the same way as the forced changeovers to DV.  As you can appreciate, all the normal incoming routes have to be migrated to the DV platform.  Sometimes people can still receive some calls from BT customers, but not other providers or mobiles.

It does sound like this process has failed, and the incoming calls are still terminating on the local PSTN exchange. The caller would still hear ring tone, but as you no longer have a copper connection, they will not get any further. I assume the copper line was recovered?

You problem would have been passed to a specialist team, and are probably very busy, as each customer may have different issues.

You should be given updates from BT, once they have fixed the problem.

[imjolly]

is your new phone like this  https://www.bt.com/help/user-guides/phones/digital-voice/bt-advanced-digital-home-phone

or like the advanced digital voice phone here   https://www.bt.com/help/user-guides/phones/digital-voice/bt-advanced-digital-home-phone-with-alexa-b...

[kevin_hollands]

I appreciate they are busy but they give me a time scale then it fails. At no point over the 5.5 weeks have they contacted me with updates. If they told me that they are working on it then I would be happy. But each time I ring it sounds like they are starting again. Hence my frustration