Unable to receive calls from other networks

[Chris_Fulthorpe]

Hello, I was moved across to Digital Voice a few weeks back. I am able to receive calls from an EE/BT caller, but not from any other network.  I can make calls out to any network.  I have reported this to BT twice now as a fault. I  have had an OpenReach engineer come out with the fault closed and the engineer telling me I need to speak to BT. I am told that a fault has been raised and it's being looked at but there are no open faults on my account. I'm at a loss with how to raise this such that is fixed.  I am a BT Residential Customer with a smart hub 2. Can anyone help please? 

[jac_95]

Hi Chris_Fulthorpe,

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.

[Keith_Beddoe]

@Chris_Fulthorpe 

Where does the Cisco router come into it, are you a BT Business User?

[Chris_Fulthorpe]

I have removed this comment and revised.  

[Keith_Beddoe]

So if you are a residential user using a BT Smart Hub 2, and are with BT and not EE, then its probably a porting issue, where some incoming traffic is not being directed to your destination.

If you are with EE, then you need to post on the EE forum.

[Chris_Fulthorpe]

Again, I have revised my question to be more specific.  I am aware this is a porting issue (as it's called which is a mixes word confusing transfer and port - it's a BT network (Cisco) router gateway (SIP-T) configuration issue that just needs a BT network engineer to go into to modify a setting) Q. Can you assist ? 

[Keith_Beddoe]

@Chris_Fulthorpe 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

Porting issues when moving to BT Digital Voice are quite common, and there is a BT back office team which deal with this.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[Chris_Fulthorpe]

Thank you.  I have seen this issue on threads before, and being looked at by moderators.  Many thanks. 

[StuartH]

Hi @Chris_Fulthorpe 

Thanks for posting, I can help get this investigated for you.

I've sent you a private message asking for some more information.

Cheers

Stuart

[DavidM · Accepted solution]

Thanks for sending over the details @Chris_Fulthorpe 

I'm glad I was able to get this sorted for you. Post back if you have any other problems.

Cheers

David