Call-screening landline phone not working on Digital Voice

[organisedjim]

We have a BT 8600 cordless phone which has built-in Call Guardian / trueCall feature.  We were moved to Digital Voice and FTTP a couple of weeks ago with a new hub, and after that we noticed the call blocking isn't letting some calls through at all.

When we try calling our landline from a mobile, we get the Call Guardian message ("please say your name and press hash") but pressing hash doesn't do anything, the message just repeats.  It seems that the keypress isn't getting through to the BT 8600.  Calling from another landline works fine though.   The cordless phone is plugged directly into the green port on the hub, and I've tried changing that cable.

I've read that mobile phones send keypresses digitally rather than as audio tones, and that the EE hub is meant to convert it to tones.  If I call our landline number from my mobile and press a number key, I don't hear the tone.

I don't see any settings in the hub admin page for this - does anyone have any advice on this?

[JimM11]

@organisedjim Hopefully you are aware that call blocking with call guardian no longer functions when you have a DV Digital Voice connection, you may just have to use all the features that DV has instead the system off key press is where it mostly falls down service wise, you will not be able to get as reliable operation as previous before DV....

Set up your Digital Home Phone service | Home Phone Help | EE

[XRaySpeX]

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@JimM11 wrote:

call blocking with call guardian no longer functions when you have a DV Digital Voice connection

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Where is that stated? Or is just another glitch in EE BB like many others that could well be fixable?

[organisedjim]

EE support have told me that the Call Guardian phone definitely should work - so if it's a known issue, even their support team aren't aware.  Presumably there's many more people with Call Guardian phones, some of whom would have been moved to DV by now and I haven't found any other posts on this specific problem - so my intuition is that this issue is specific to our EE hub rather than more general?

[JimM11]

@organisedjim You may just wish to have a look also on the BT Forum just search Call Guardian not to may post's to go look at but some are ranging back few years, and they will NOT be using your specific EE hub but will be Having DV through the BT one, yes it should work as you have posted and been told, it's just not as good when it was on the PSTN connection.

Document as much as you can the what/why's and raise it as a formal complaint, have it logged and someone may just possibly get back to you.