topic Re: Broadband and landline in Broadband & Landline

Broadband and landline

Tickamo1 — Thu, 14 Dec 2023 12:42:25 GMT

Hi I've just upgraded to full fibre and landline but my landline phone is not ringing even though people who are phoning can hear it ringing ! I've got it plugged in to a digital voice adapter ..any ideas why it's not ringing at my end ..I'm not very clever on these things as I'm a pensioner

Re: Broadband and landline

John-C — Thu, 14 Dec 2023 14:56:35 GMT

Hi @Tickamo1, welcome to the forum and sorry you're having a problem with the Digital Voice service.

Try plugging your phone directly into the phone socket at the back of your hub and see if you can receive calls ok? Check the diagram under the section 'Are you using your own handset' if you need help locating it on Digital Voice: How do I set up my service? | BT Help

Let us know how you get on.

Cheers

John

Re: Broadband and landline

Tickamo1 — Thu, 14 Dec 2023 17:15:07 GMT

Thanks for your help John I've done that but it's not made any difference..when people are phoning they are getting they say its got the tone as though its ringing me but no ring at my end .maybe it's my phone ? Thanks

Re: Broadband and landline

Mustrum — Thu, 14 Dec 2023 17:26:19 GMT

@Tickamo1 do you get dial tone or are you able to ring out when you plug your phone into the router phone socket or adapter>

Re: Broadband and landline

Tickamo1 — Thu, 14 Dec 2023 17:30:55 GMT

Yes I've got the dial tone and I can ring out its just when people are trying to phone its not ringing at my end so I don't know people are phoning me ..I've tried plugging two different phones in and the same thing happens ..thanks

Re: Broadband and landline

Mustrum — Thu, 14 Dec 2023 17:35:14 GMT

@Tickamo1 What number is reported to callers when you dial out?

Not sure if it works on digital voice, but you could try 17070 to see if that reports your number.

Or dial your modem but hang up before answering to avoid call costs if that is a concern.

Re: Broadband and landline

Tickamo1 — Thu, 14 Dec 2023 18:13:41 GMT

Thank you for your help ..I'm ringing EE tomorrow to say I'm not happy not being able to receive calls ..see what happens ..thanks

Re: Broadband and landline

Mustrum — Thu, 14 Dec 2023 18:29:28 GMT

@Tickamo1 that was going to be my next suggestion although the help team are available this evening.

The answers to my questions though will help diagnose what the issue is. I suspect your number has yet to be ported from the old PSTN to your new digital voice, hopefully you will not have to wait too long.

Re: Broadband and landline

Neil-O — Thu, 14 Dec 2023 20:22:49 GMT

@Tickamo1 I'm sorry you're unable to take incoming calls, it sounds like there may be a problem with the network routing. I'll send you a private message and if you contact us with your details we'll be happy to help you get this sorted.

Thanks

Neil

Re: Broadband and landline

Tickamo1 — Thu, 14 Dec 2023 20:49:46 GMT

Thank you Neil the line is working properly now ..thank you to everyone else who has helped too ..very much appreciated thank you

Re: Broadband and landline

Neil-O — Fri, 15 Dec 2023 09:31:21 GMT

@Tickamo1 Brilliant, do you know what the problem was and how it was sorted?

Neil

Re: Broadband and landline

Tickamo1 — Fri, 15 Dec 2023 14:13:41 GMT

Hi Neil I've no idea really but I did get a message that I was fully set up about 8pm last night so maybe it was me that was panicking..thanks