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BT Broadband VOIP Problem

Meatball

Pro Member
Definitely a Number Porting Issue.

The BT Digital Voice has not been set up correctly for both Penybanc and davidmbell.
 

TTJJ

ULTIMATE Member
So went to see if the old corded phone will plug in to the ONT (I had to google what that was) and there’s no socket to allow me to try that...
I have this same ONT, albeit just the generic Huawei one. It doesn't really do anything at all, no VLAN or anything like that. It just passes everything along for the router to deal with.
 

davidmbell

Casual Member
Definitely a Number Porting Issue.

The BT Digital Voice has not been set up correctly for both Penybanc and davidmbell.
I called Sky last night, on the off chance they could see anything their end. First line support so not sure quite what technical ability / level / systems access they’d have been but said as far as they were concerned I’d totally left them. Still nothing from BT when I reported Xmas eve, how long should I be waiting? Appreciate it’s a funny time of year.
 

Penybanc

Casual Member
You will be waiting forever! I suggest you write recorded delivery to BT Registered Office - should then be referred to the correct team - also saves you hours on the phone. BT seem totally nonplussed by the issue.

With my old analogue phones still plugged I still seem to get all my calls.
 

Meatball

Pro Member
Unfortunately davidmbell has no ONT socket.

@davidmbell
BT stated response is "By the end of the second working day after which the fault was reported". But this does not require an engineer visit and can be resolved centrally by the relevant support team.

I would chase them daily. If you private message me and I can try from here to prove BT PSTN is also not routing.

Ask to talk to a manager and request to speak to someone who understands Number Porting and why your BT Digital Voice has not been set up properly to receive calls from all other UK networks including BT PSTN.
 

Penybanc

Casual Member
My fault was reported in September and taken up by the Executive Customer Resolution Team - whatever that, is a few weeks later. You do however deal with the same person each time so the feed back is much quicker.
 

davidmbell

Casual Member
Unfortunately davidmbell has no ONT socket.

@davidmbell
BT stated response is "By the end of the second working day after which the fault was reported". But this does not require an engineer visit and can be resolved centrally by the relevant support team.

I would chase them daily. If you private message me and I can try from here to prove BT PSTN is also not routing.

Ask to talk to a manager and request to speak to someone who understands Number Porting and why your BT Digital Voice has not been set up properly to receive calls from all other UK networks including BT PSTN.
Done that now, thank you.
 

davidmbell

Casual Member
My fault was reported in September and taken up by the Executive Customer Resolution Team - whatever that, is a few weeks later. You do however deal with the same person each time so the feed back is much quicker.
OMG September!? And they still can’t fix it!!?
 

Penybanc

Casual Member
Nope. Telling me they don’t know what the problem is and that there are numerous folk around the country with similar problems that they cannot yet fix. Waiting for the New Year before pursuing further.
 

davidmbell

Casual Member
Nope. Telling me they don’t know what the problem is and that there are numerous folk around the country with similar problems that they cannot yet fix. Waiting for the New Year before pursuing further.
Let me know how you get on if you make any progress.

If they don’t fix in a few days I’m going to start kicking off.
 

Penybanc

Casual Member
Will do. I’ll give them a couple of days after the New Year break and then I’ll chase again. Will give an update as soon as I have news. Six or seven locals switched to VOIP as part of our Community Fibre Scheme. All have the same problem and all faults reported to the same guy in BT (by me!).
 

Meatball

Pro Member
@Penybanc. I am working on a theory of mine as to what could be the source of the problems. I would be grateful if you could share the first 6 digits of the relevant phone numbers if that is possible. (By direct message).

Much appreciated.
 

Meatball

Pro Member
Was the change for you and the others affected BT (Losing Communication Provider to BT (Gaining Communication Provider) or from another ISP?
 

Penybanc

Casual Member
Was the change for you and the others affected BT (Losing Communication Provider to BT (Gaining Communication Provider) or from another ISP?
BT to BT - kept our old number, we were provided with an FTTP connection with VOIP as a free add on. Basic problem seems to be calls made from analogue devices and some mobiles don’t reach the VOIP phone. No problems with outgoing VOIP calls .
 

Meatball

Pro Member
BT to BT - kept our old number, we were provided with an FTTP connection with VOIP as a free add on. Basic problem seems to be calls made from analogue devices and some mobiles don’t reach the VOIP phone. No problems with outgoing VOIP calls .
OK so BT is the Losing Communications Provider (LCP), the Range Holder (RH) and the Gaining Communications Provider (GCP), they also run BT IPEX (BT DV, BT IP, hosted VoIP CPs and CP interconnect) so its all in their domain to fix.

Unlike davidmbell where VM are the RH so his line is currently now returned and is now set at Unavailable (was no tone). BT DV set up but VM and other networks including BT PSTN is not routing to BT IPEX. In his case BT needs to try and retrieve the porting if they can and get VM to steer the number to BT IPEX. Porting between CPs will always be fraught if the original RH is a third CP. CPs normally only agree to port if the circuit is live. If the port fails due to bad information then it can only be recovered if the RH agrees. UPDATE: I was mistaken. RH is in fact BT and therefore indicates the in-house number porting within BT is not robust.

Penybanc, I think your issue was simply timing. OR were transferring you to FTTP and had arranged FVA (tele via ONT) and continued as planned. By the time you went live OR had announced no new installs of FVA and BT had announced BT DV as being available nationally and a default on FTTP. My suspicion is that BT DV was set up ok but the FVA task overrode the number port on the PSTN side.

Hence PSTN (analogue) calls and any TDM based interconnects are routing to the FVA. Anything on BT IPEX which includes BT DV, BT IP, hosted VoIP CPs and CP IP interconnect are routing to your Hub.

As BT say BT Digital Voice was trialled and is now apparently nationally available and the new FTTP default then I am assuming they have addressed all the previous technical issues (such as decoding blocks) preventing number porting. There is no reason why BT Customers that are currently with BT, with a BT owned number should not transfer without issue.

Therefore it would appear BT just need to simply reapply your Number Porting from BT PSTN to BT IPEX.

Theoretically all these issues will disappear when we are all on IP and all Interconnect is via IP and the TDM is recovered. But it is a long road and the number of changes are set to increase massively. BT better get their help desks to understand that unsuccessful number porting is a fault, should be registered as such and should be analysed for trends.
 
Last edited:

Penybanc

Casual Member
A very comprehensive reply Meatball. Thanks very much. I’ll advise BT accordingly and see what happens. As soon as I have an update I’ll let you know. Fingers crossed....
 
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