Are you experiencing BT Digital Voice no incoming voice issue?
Many BT customers have reported this issue, and if your phone’s not ringing, you’ll miss out on important calls. If you have not received any calls for days, you want to know what’s happening.
To fix your BT Digital voice service, you want to ensure that your internet is working and your phone is connected to your hub. You want to confirm that your number is linked to your account.
Let’s look at how to fix this!
BT Digital Voice No Incoming Calls – 10 Surefire Solutions
Fortunately, there are several solutions that will remedy this and get your BT phone to work.
We have arranged these from the easiest to the most complex so you can perform them in order. The good news is you don’t need any special equipment, just your phone and hub.
#1: Check the Quality of Your Broadband Connection
If your BT Digital Voice not receiving calls, one of the first solutions you should do is check the quality of your internet connection.
Your BT Digital Voice service relies on your internet speed and stability. If your broadband is slow, weak, or intermittent, it will experience issues.
To check the quality of your connection, follow these steps:
- On your phone, open the My BT app.
- Select the Broadband tab.
- Tap on the Speed Test button.
- Wait for the app to start and complete the speed test.
Now that you have the results, you want to make sure that it’s more than the minimum requirements of your BT Digital Voice service.
- Download speed: 2 Mbps or higher
- Upload speed: 0.5 Mbps or higher
- Ping: 50 ms or lower
- Jitter: 10 ms or lower
- Packet loss: 0% or lower
If you find out that your connection meets or exceeds these requirements, it’s not the cause of your issues. We recommend moving to the next solution.
#2: Confirm That Your Handset is Paired with Your Hub
After discovering it’s not your connection, you want to ensure your handset is paired to your hub.
Your phone connects to your hub wirelessly, so it can access the internet and allow you to receive calls.
To know if your phone is linked to your hub, follow these steps:
- On your handset, open the app for your hub.
- Go to the Settings menu, then Paired or Connected Devices.
- Your handset should be listed on this menu.
- If not, press the WPS button on your handset for 2 seconds.
- Within 2 minutes, press the WPS button on your BT Hub for 2 seconds.
- Wait for the handset and hub to pair.
Note: If your phone and hub do not pair right away, restart your router to refresh your network connections.
#3: Ensure Your Phone Has Power
Since your phone is connected to your hub wirelessly, you’ll easily overlook whether it’s still plugged into the outlet.
If your phone has no power, it won’t be able to connect to the internet and use the BT Digital Voice service.
Here’s how to check the connections:
- Check that your phone is connected to a working power socket.
- Ensure that your phone is switched on.
- Check the battery levels on your phone.
- Confirm that your phone is connected to the hub via an RJ11 cable or wirelessly.
- Pick up your headset and listen to a dial tone.
Pro Tip: We recommend you call your number and test if your phone receives incoming calls.
#4: Adjust Your Phone’s Ringer Volume
Your BT Digital Voice service relies on your phone’s ringer to notify you if someone is calling you.
It’s not like a smartphone that has multiple ways to let you know. You want to check whether your handset’s ringer volume is too low or muted.
To adjust your phone’s ringer volume, follow these steps:
- Press the Menu button on your handset.
- Navigate to the Settings option.
- Go to Ringer.
- Use the Up and Down arrows to adjust the ringer volume.
- Press the Select button to save your changes.
Note: If you’re using a cordless handset, you can adjust your ringer volume using the base station.
#5: Disable Call Barring If It’s Activated
One feature that blocks incoming calls so you don’t receive them is call barring. Its feature allows you to block certain types of calls like international, premium rates, and others.
If you have this enabled, you won’t be able to receive any incoming calls on your BT service.
To disable the call barring feature, follow these steps:
- Dial *#261# on your handset to check if it’s activated.
- If call barring is active, dial #261# to cancel it.
- Wait for the message to confirm that call barring is disabled.
Alternatively, you’ll be disable this feature using your BT online account:
- Go to the BT website and log in to your account.
- Click on the My Account tab.
- Select the Call Barring link.
- Uncheck the boxes next to Incoming Calls.
- Click the Save Changes button.
Tip: You will need to know your 4-digit call barring PIN to disable this feature.
#6: Confirm Your Number is Ported to BT Successfully
If you just recently ported your number to BT, you want to ensure that your old landline number is transferred to your BT service without any errors or delays.
To confirm this, follow these steps:
- Log in to your BT account.
- Go to the My Account tab.
- Navigate to the Number Porting section.
- Check to see if there’s a delay or error.
Important: If you’ve already waited at least 24 hours, give it a bit more time and wait for 1 more day.
If you have followed all these steps and are still unsure if your number is ported, it helps to contact BT support for additional assistance and verification of the status.
#7: Verify Your Number is Assigned to Your Device
Your phone number needs to be linked to your device for it to work. If not, it will not work, and you won’t receive incoming calls on your number.
To do this, you need to follow these steps:
- Go to your BT account online and log in to your account.
- Select the My Account tab.
- Navigate to the Devices section.
- Check to see if you see your device on the list.
- Your BT number needs to be listed next to your device.
Note: If you have just ported your number from a different service, it does take a few hours to a few days for your number to be properly assigned.
#8: Check That Your Device is Registered to BT Voice Service
It’s not just your number that needs to be linked to your handset. A requirement for your BT Digital Voice service to work correctly is that your device needs to be registered to your BT service.
Here’s how you do it:
- Log in to your BT account online.
- Go to the My Account tab.
- Scroll through the options until you find My Devices.
- You want to see if your handset or hub is on the list.
If none of your devices are on the list, we recommend that you contact BT Support and ask them to register them to your BT voice service. After you get them all set up, proceed to the next step.
#9: Ensure That Your Device Has the Correct Settings for Digital Voice
BT Digital Voice is a different service, so you need to configure your devices correctly.
Your preferences need to be set right, or it will have a hard time connecting to your service, causing you not to receive incoming calls.
To do this, follow these steps:
- Open your handset’s menu.
- Select the Settings or Preferences menu.
- Find the Digital Voice option.
- Set the Mode to Digital Voice.
- Set the Network to Internet.
- Set the Service to BT Voice.
- Set the Number to your phone number.
Note: After you save these settings, you’re going to need to make a test call to see if you can receive incoming calls.
#10: Update Your Device’s Firmware
At this point, if none of these methods work, there’s one thing left to do. You want to check if your handset or hub has the latest software that supports Digital Voice.
You’re going to need to update the firmware to start receiving your incoming calls.
- Go to the Settings menu on your BT phone.
- Locate the Firmware Update option.
- If an update is available, you will see the latest version that’s available.
- Choose it to start the update process.
- Wait for the update process to finish.
Tip: The update process takes a few minutes, so don’t disconnect your BT phone from the power supply to prevent further issues.
If you are unable to find the firmware option on your phone, it’s best to contact BT Support for assistance.
If BT Digital Voice no incoming calls, you need to verify the cause of the issue to resolve it quickly. You’re going to need to check your internet connection and ensure that you don’t have any issues with the configuration of your handset.
For more troubleshooting guides on your BT service, go visit our blog!
Finn Wheatley holds a Master’s Degree in Computer Science from UCL, London. He helped small data science consultancy firms, helping large corporations to grow their data capabilities, deploy advanced machine learning-based analytics and troubleshoot tech-related issues. Check out more about him here.