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

[kevin_hollands]

I have the advanced with alexa. Please note that I had the same problem with my original analogue phone after the fibre upgrade hence my digital phone purchase.

Cheers

[Keith_Beddoe]

So the analogue wired phone plugged into the BT Smart Hub 2 was exactly the same, outgoing but no incoming calls?

Its still worth leaving the analogue wired phone plugged into the hub, just in case it starts receiving calls, in fact I would try that, and call from a a mobile phone if you have one, and see if the phone rings.

If you just hear ringing tone, then lift the phone handset as if you are going to answer the call, and see if it connects.

[kevin_hollands]

Hi Keith, have tried that. I have omitted a few things from my post because I was really hoping someone could tell me where to go with this not a technical solution. I can ring my home phone from my BT mobile and I had a call from someone who is on digital voice. So it is analogue and other mobile providers that have the problem. Hence the porting failure

[Keith_Beddoe]

What you describe is fairly common, and I suspect its due to the way OLOs (Other Licenced Operators) were originally integrated into the BT Core Network at OLO interconnect exchanges.

I saw a lot of this when I worked for BT, and circuits were connected across digital frames.  Many of the records then were on paper cards, and I often wonder whether they were kept up-to-date. Also all of those technicians would have retired a long time ago.

The job of identifying where the calls are entering the local PSTN exchange, sounds like a nightmare, plus all the other mobile provider`s calls. Its your problem amplified thousands of times. It must be a real headache for the teams involved, having to trace each 64Kbs routing.

I cannot really see any quick solution, until the team get around to looking at your case.

[kevin_hollands]

Thanks Keith.

Cheers

Kevin

[chrisjp]

"BT keep telling me the porting process has failed."

That can't be true, otherwise you'd not be able to make outgoing calls.
Why oh why do BT's telephone agents keep giving out such b*lls**t?
It seems their main ambition is to get the pesky customer off their call as soon as they can. Unless of course they can sell you something or "upgrade" your contract and thus earn themselves commission.

[licquorice]

It is true, the routing for incoming calls is entirely different to making outgoing calls.

[Keith_Beddoe]

@chrisjp 

Outgoing calling is easy, one source, one destination, the core network.

Incoming calls, from multiple and diverse routes, from different providers, which originally terminated on the local exchange, being remapped to a single destination, far more complex.

The records for some of these incoming routes, may be missing or inaccurate, and is going to involve manually tracing the route using specialised test equipment.

An incoming connection from an OLO would appear as a 64Kbs timeslot on any of the 2Mb links into an exchange, each link carrying 30 channels. Then there is the separate signalling link on some of the older networks, which have to be matched with the voice traffic.

Imagine having to identify those failed calls, and then migrate them onto the DV platform, so they reach their destination. So you can see that the teams dealing with these porting issues, are going to be very busy.

[kevin_hollands]

Hello Chris (moderator), sorry to contact you via another thread but I really need some help. I have seen you have been successful in solving problems on here. Did you see my post yesterday? See below. I would appreciate it if you could help me out. Thank you

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

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

[kevin_hollands]

Hi Keith, thanks again for your explanations. I was wondering, would the incoming routing problem occur if a caller is on my local exchange? One caller just literally lives round the corner but just gets continuous rings when they call me.

Cheers

Kevin