A
deficiency is apparent in the call diversion facility incorporated in
Digital Voice. Tests conducted over a period of months have
revealed that call diversion is liable to fail after a power outage
affecting a customer's broadband router.
Results can be summarised thus:
1. Divert ALL CALLS set before power cut:
Calls are diverted successfully during and after the power outage.
2. Divert ALL CALLS set during a power cut (This can be done online or through the MyBT app if an alternative network such as a mobile is available):
A maximum of the first three calls are diverted; subsequent calls fail.
Diversion continues to fail after power is restored.
Diversion successful after the router is restarted using Hub Manager.
3. Divert on NO ANSWER set before or during power cut
The first one or two calls diverted to BT Voicemail; subsequent calls fail.
Diversion continues to fail after power is restored.
Diversion successful after the router is restarted using Hub Manager.
4. No diversion set before power cut
The first one or two calls diverted to BT Voicemail; subsequent calls fail.
After power is restored, calls to Digital Voice line are successful
6. All calls, including failed calls, are shown in the list of
recent incoming calls on the BT Call Protect facility on the customer's online account.
7. When power is restored, the Digital Voice handset does not give an indication of any calls that have been diverted successfully to BT Voicemail during the power cut.
BT have been informed about this problem. The response from the Customer Resolution Team is "I've highlighted your feedback to the design team and if there's any changes or improvements that they can make, they'll do so via an update to your Hub and handsets."
16 February 2022
