All about Call Protect
Your Call Protect comes with our Digital Voice and Home Phone Standard service at no extra cost, meaning you’re automatically protected. Call Protect enhances the call experience by detecting and blocking spam and fraud calls, without blocking your important calls.
Our partner, Hiya, delivers an AI-powered service which monitors incoming calls in real-time and notifies you of any suspected nuisance calls. This means handsets with digital screens will display a nuisance call warning for possible spam calls, or the name of the genuine business if they’re registered with our partner Hiya.
Scam calls will be automatically diverted to junk voicemail.
What Call Protect does
Call Protect works in the background to improve your call experience. It:
- detects and blocks suspected spam and fraud calls
- shows warnings on handsets with a digital display
- shows a business name if it’s verified
- sends known scam calls straight to junk voicemail
You can report a suspected scam or nuisance call at Find out how to report a call.
We work with Hiya, who use AI to monitor calls in real time. This means protection keeps learning and improving.
Contacting Hiya
If you have received a call which you think has been incorrectly displayed, you can report this directly to our service provider, Hiya, at submit a request – Hiya (zendesk.com)
If you are a business, you can register directly with our service provider, Hiya, to ensure your business's name appears.
Accessing and managing your Call Protect
Using a Digital Voice handset.
Please refer to the user guides (Block nuisance calls section).
- BT Essential Digital Home Phone user guide.
- BT Advanced Digital Home Phone user guide.
You can also:
- log in to My BT
- dial 1572 free of charge from your handset
For managing Call Protect on Home Phone Standard, please call us.
How to manage your settings
You can manage Call Protect in three ways:
- your Digital Voice handset, look for the HD logo
- your My BT account
- by dialling 1572 from your home phone
Why you might still get unwanted calls
Call Protect isn't perfect. Some calls won't be flagged because:
- a call that's unwanted for you may be important for someone else.
- new scam numbers are always being created
The service improves over time as it learns from more calls.
If you haven't seen fewer nuisance calls, it may not be active on your line yet.
Block calls and take control
Please use the Call Protect user guide.
Manage settings in My BT
BT Blocklist
Digital Voice customers can manage settings online:
- Log in to My BT.
- Select Your Products.
- Choose Digital Voice.
- Select Manage.
- Update your Settings or Blocklist.
You'll need a BT ID to log in.
For Home Phone Standard customers, please call us.
Listening to your junk voicemail messages
You can listen to your junk voicemails from the main menu.
You're only able to store 20 voicemail messages at any one time. When your 1572 voicemail inbox reaches this maximum, each new message will delete the oldest message automatically.