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Digital Voice: I have a problem with my calls

If your call quality is poor or your calls keep dropping when using our Digital Voice service, there are a few simple checks you can do at home before contacting us.

Sometimes poor quality calls can be caused by problems with your broadband.

Which handset are you using?

  1. Check that the call you're making is in HD
    If it is, you'll see the HD logo on your handset screen when in the call. HD calling only works if the person you're calling also has an HD compatible handset. If you're used to HD calls and are talking to someone still on the old PSTN system, the call may seen poor in quality compared to what you're used to.

    Handset in call

  2. Try another handset
    Try another Digital Voice handset if you have one registered, to see if it's the handset or the line that's causing the problem. Or you could try plugging a phone into the phone port on the back of the Hub.

  3. Make sure you're in range of your Hub
    If you're out of range, you'll see this message on your handset:

    No link to Hub

    The handset will continue to search for a connection every 60 seconds. You'll see a screen showing that it's searching for the Hub as it does this.

  4. Check your handset is charged
    If your battery is low, your call may disconnect when the power runs out. Try charging your handset and making the call again. We recommend that you charge your phone for up to 16 hours when you first set it up.

  1. Check that the call you're making is in HD, if your handset supports it
    Your handset manual will show you how to find out if you're making HD calls or not. HD calling only works if both you and the person you're calling have HD compatible handsets. If you're used to HD calls and are talking to someone still on the old PSTN system, the call may seen poor in quality compared to what you're used to.
  2. Make sure your phone is plugged into the phone port on the back of the Hub
  3. Check your handset is charged
    Your handset's user manual will show you how to identify when your battery is low and how to charge the handset

Make sure your phone is plugged into the phone port on the back of the Hub

Fix your Digital Voice service with our troubleshooter

You can test your connection, report a fault with the network and fix a wide range of Digital Voice problems using our troubleshooting tool >

If we can't find a fault or fix the problem online, we'll give you the option to book an engineer appointment.

If you can't connect to your BT Broadband, you can also do all of this using your mobile internet connection.

Already reported a fault?

Track your fault, change contact details and appointment times using our fault tracking service >

Still having problems?

Visit our contact pages for other ways to get in touch.

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