Can't send a voicemail from an EE phone to BT 1571

[RoseKing]

I have BT 1571 on Digital Voice and an EE mobile. Prior to Digital Voice,  I could leave a voicemail from my mobile on the 1571 landline service. Now, if I try to leave a voicemail, the mobile does not go to voicemail after the ringing time is up, but cuts off. However: other service providers' phones can send voicemails to my landline, and I can send voicemails to my mobile and to other providers' mobiles from my landline. I have the landline set to maximum ring time and I do not have an answering machine other than 1571. Why, when EE and BT are the same organization, does this happen? I haven't tried with other EE mobiles, but assume that, because the system does work with other service providers, it's something to do with one or the other phone being BT/EE. 

[Alex_H]

Hi @RoseKing,

Welcome to the EE Community

An EE mobile should be able to call a BT digital voice landline and leave a voicemail so there is definitely something going on to prevent you. If you are able to test another EE mobile that would definitely be helpful in clarifying the issue. 

Just to check but have you called your landline from your mobile whilst standing next to it, to confirm that the landline itself is ringing when you call it from your mobile? And does the caller ID when you ring show the correct number, not withheld or anything? 

Alex

[RoseKing]

Thank you - yes, I was standing beside the landline, and it does ring and
show the caller display with correct number. Unfortunately I don't have
access to another EE mobile. My mobile number is not barred from the
landline.

Rose

[RoseKing]

Thank you - yes, I was standing beside the landline, and it does ring and show the caller display with correct number. Unfortunately I don't have access to another EE mobile. My mobile number is not barred from the landline.

Rose

[Alex_H]

@RoseKing Thank you for confirming the caller ID is ok and the phone does ring. Do you use WiFi calling on your mobile and if so does disabling it make any difference for the call? 

Does adding the number to your VIP list make any difference or turning off Call Protect temporarily to test a call? Have you rebooted the hub at all since experiencing the issue? 

It is possible the problem could be on the EE number but usually it would only be something like caller ID causing that so if you have not already I would recommend contacting BT as well to let them know the issue you are having so they can run a check on your voicemail for any issues. 

Alex

[RoseKing]

Thanks for the reply. I had a good half hour with a 'BT Guide', rebooting the hub, etc, and putting a PIN on my 1571 service, linking it to my EE mobile, which is in place, but the problem persists. I did get to send one voicemail, when the broadband flipped out momentarily just after I had reset the Hub, and the LL (of course) couldn't ring and went straight to voicemail. As soon as the BB signal was back, the problem remained as before. The BT Guide was quite thorough and concluded that it was an EE issue and I should try EE on 150. One has to wait so long for 150 to answer at the best of times, that I decided to wait until next week when they may have more staff on (??). I think this is a result of Digital Voice reacting with my designated mobile number. I probably haven't had occasion to leave a message since I've had DV.  As I don't have another EE mobile to conduct further tests, this can't be proved. I can phone my landline, but not leave a message. I don't have any blocked numbers anywhere. I don't use wi-fi calling on the mobile, just the EE phone signal. Whatever it is, doesn't seem to be anything to do with my equipment in house, but rather an issue between EE and BT systems. There is nothing wrong with either of them, but they clash at this particular point.

[Alex_H · Accepted solution]

@RoseKing  Ah ok if you have already been in touch with BT to run those checks then yes I think the next best step would be to give us a call to run a diagnostic from this side on the issue. We are on reduced hours tomorrow 10am to 4pm and after that back to our normal hours of 8am to 9pm on the weekdays and 8am to 8pm on the weekends.

Alex

[RoseKing]

Thanks for the info: I will wait till after the New Year when you are back on full time. Happy New Year!

[RoseKing]

Is there any way that. when I dial 150, I can pick an option which will get me through to a real person? I spent some time yesterday on the robot-go-round with BT before I got a Guide (and I don't know how I did that), so I don't want a robotic set of instructions to do things which already have been done. I'm also concerned that, when my broadband flipped out for a short time (this was after the hub had been reset, it sometimes restarts itself again once it has been restarted, and is then stable), my EE mobile went straight to my 1572 voicemail and I could leave a message, but not once the BB was working again. I'd tend to think that pointed to BT, but the Guide didn't think so. Of course it's easy to say it must be something else when you can't think what it could be! Anyway, I will try EE 150 after the holiday, but would appreciate it if there is a way to guarantee a real person and not a robot. Thanks again.

[XRaySpeX]

Try calling EE CS on the Freephone no.(Opt 1) in my sig. It should be open today.