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MrFishyfingers
Beginner
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Message 1 of 15

Can't receive incoming calls after new BT landline and broadband service activated

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Evening,

Not sure if anybody can help but it's proving impossible to contact BT to try to resolve this issue.

We switched our broadband and home phone package over to BT recently and our service was activated yesterday. Our broadband works fine and we are able to make outgoing calls on our home phone, but any attempt to make incoming calls is met with an out of service tone. Our phone service was working perfectly with our previous provider prior to the switchover, this issue has just materialised yesterday upon activation. 

I've checked the account settings to check if Do Not Disturb is activated (it isn't). The Blacklist feature doesn't seem to be activated either and there are no blacklisted numbers yet listed. I've run the remote line test and everything comes back fine. Also had the master socket front facia off and plugged the phone cable into the test socket with the same result.

I don't really want to go ahead and organise an engineers visit without first checking with a BT operative that it isn't my account settings or an issue with the set-up or activation process that is causing the problem. Does anybody have any ideas as to how I might achieve this without spending another afternoon stuck in a queue listening to recorded messages? Does anybody have a customer service contact email address as an alternative?

Thanks in advance.

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Devon_Dave
Distinguished Guru
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Message 2 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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Can you receive calls from a mobile? Who did you transfer across from? It sounds like a line porting issue. 

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imjolly
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Distinguished Sage
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Message 3 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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Did you try and port your number from previous provider



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MrFishyfingers
Beginner
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Message 4 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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We can't receive calls from any other number, mobile or landline. We can make outgoing calls with no problems. We were previously with Now Broadband (with no such issues) and we were supposedly keeping our old phone number, but BT obviously handled the switchover process automatically once we signed up.

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MrFishyfingers
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Message 5 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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We were informed that we could keep our old phone number and that BT would handle the whole process automatically once we signed up. If we dial one of our mobile phones from off the home phone, our usual telephone number is displayed as the caller. We just can't phone in to the home phone from either mobiles or other landline numbers.

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iniltous
Recognised Expert
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Message 6 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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Lots of posts on various forums about number portability and NowTV, ( mainly about it going wrong )

First thing to do is establish that the number on your line is the number you want ( dial 17070 , the announcement reads out the line number ) if it is then the correct number , then it has been provisioned correctly on the BT exchange.  ( just seen your second post, you have already established the correct number on the BT switch by calling a mobile and checking the CLI )

Was the number originally a NowTV number, or did you take the number with you to NowTV from someone else and are now trying to move it to BT, who was the original provider of the number ?
Although BT are your provider and need to try and resolve the issue, it is the case that NowTV are also involved in the porting process.

 

Keith_Beddoe
Distinguished Sage
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Message 7 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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The fact that your outgoing number is correct, would indicate it originally belonged to BT before you ported it out.

Now its returned to BT, but it would appear that Now broadband has not released the number off their equipment. It could also be a routing error where your number has not been restored back to the BT network.

It should sort itself out within a couple of days, if not, you will have to report the problem to BT.

MrFishyfingers
Beginner
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Message 8 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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Dialling 17070 gives us our old telephone number. We've ported this number over from a number of different providers since we moved into this house - Talk Talk was the one prior to Now Broadband if I recall correctly. All previous switches went without a hitch, until this one. The issue I'm going to have is contacting BT to make them aware that something has gone wrong with the process in order for them to take steps to rectify the problem. You are given no contact options other than the 0800 telephone number or the facility to remotely organise an engineers visit. Given I've spent nearly two hours this afternoon on the 0800 number without even getting to speak to a human being, we're stuck trying to resolve the issue unless we can contact BT via this forum. 

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MrFishyfingers
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Message 9 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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Thanks, the next issue will be making contact with somebody from BT to inform them that something is wrong if the problem doesn't rectify itself. 

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Keith_Beddoe
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Message 10 of 15

Re: Can't receive incoming calls after new BT landline and broadband service activated

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@MrFishyfingers wrote:

Thanks, the next issue will be making contact with somebody from BT to inform them that something is wrong if the problem doesn't rectify itself. 


If it does not sort itself out, then please post back here, and a moderator may be able to help.