Please help with our BT business phone line / app!

[merc_fintail]

A few months ago, BT changed our line in to a fibre one and disconnected the copper feed to the spa. We were forced to buy one of their IP phones and we have to use an app for call diversion and voice messages.

We are now loosing customers because the app is terrible! The calls keep dropping off or they sound awful. The calls don't get through, they don't call out and its all just gone to shit!

We have increased the wifi at home, so the signal is better when on call divert but it has made no difference.

We are at our wits end with this and don't know what to do about it.

Does anyone have any advice or tips on how to deal with this?

Paul.

 

[blundens]

Hi @merc_fintail (Paul),

Have you looked at other options to divert your calls?
Have you raised your frustrations with BT, have they responded?
Do you know if you had a PBX solution in place beforehand and what was used?

You should not see a degradation to the call quality as a result of the change you mentioned moving to FTTP.

Happy to chat if you needed any support.

 

[merc_fintail]

Hi @merc_fintail (Paul),

Have you looked at other options to divert your calls?
Have you raised your frustrations with BT, have they responded?
Do you know if you had a PBX solution in place beforehand and what was used?

You should not see a degradation to the call quality as a result of the change you mentioned moving to FTTP.

Happy to chat if you needed any support.

Hi

I called the faults line and was advised that its the app. Apparently, Apple and the base phones at the spa update at different times and cause a conflict!

He recommended that I uninstall and reinstall the app twice a week! Its a joke! He said they are on to it. In the mean time, we are having to put up with a temperamental system that is loosing us clients.

We are trapped with it for now it seems.

 

[blundens]

Does the issue only exist on IOS? May a different mobile operating system be more compatible with the base phones. May be one to ponder.

I hope it is sorted soon for you.

 

[Nico Albrecht]

We were forced to buy one of their IP phones

This information is inaccurate and incorrect. You made the decision to opt for their VOIP service and equipment. Numerous businesses employ FTTP with third-party VOIP solutions, and it functions seamlessly.

We have increased the wifi at home

Boosting a WiFi signal in a two-way communication setup is nonsensical and does not enhance performance. WiFi requires a cable-based mesh network to ensure a stable signal, which includes support for "keep WiFi alive" on iOS devices. This feature is only available with enterprise-grade access points.

he calls keep dropping off or they sound awful. The calls don't get through, they don't call

There might be a bug in iOS that we have recently observed, where mobile data is being utilized instead of WiFi data, even when the WiFi connection is faster. I highly recommend disabling "WiFi Assist" in iOS immediately to ensure that only WiFi is used.

 

[cjd]

I've asked the guys to see if there's anything known about this problem - there may be a workaround that the BT dingbats are unaware of. If it persists you might be able to get out of the voice side of your 2 year (?) contract for FTTP as they are probably in breach of it. I'll get back to you.

For the benefit of others, when BT converts your copper connection to fibre, they try to tell you that you also need to buy their 'Digital Voice' product. This is not true. In BT's new all IP world (which Voipfone has been in for 20 years!) your phone service and your broadband service can and should be be bought separately and independently - you keep your original phone number.

 

[cjd]

Haven't had any luck with your problem, it doesn't seem to be a known issue, which leaves quite a few questions hanging.

As for whether you can leave the voice and telephone number part of your contract without breaching your broadband, the answer is also unclear. We need a test case. Are you angry enough yet?