BT Call Guardian Disconnects incoming call after playing message to caller

[nbrus]

Spoiler

I have a BT8610 handset and it has been working fine with Vodafone for over 2 years, but it seems to now have problems with BT Call Guardian and the line is disconnected after the Call Guardian plays its message and asks the users to announce and press # key ... but the line disconnects as soon as the message to the caller has played. This issue could have started months ago as I don't get many calls on landline, but I found out when my neighbour tried to phone me and they were cut off. I checked and have even tried resetting my handsets and the same problem persists. This is I believe a Vodafone issue as it started probably when I renewed my Vodafone subscription many months ago. I hope this can be resolved as normal landlines are disappearing and Call Guardian has been very useful at keeping scammers away.

[Jayach]

Unfortunately I believe it is because you are now on digital voice (VoIP).

It would appear digital voice doesn't allow the tones that service requires through, so it doesn't know the other end has pressed #.

[nbrus]

Is this a recent change? ... because everything was fine for 2 years with Vodafone ... and the disconnection happens before the caller even gets a chance to press # key.

I am wondering if maybe the issue is due to a software update to the Vodafone router as the phone connects to the router.

[Jayach]

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@nbrus wrote:

Is this a recent change? ... because everything was fine for 2 years with Vodafone ... and the disconnection happens before the caller even gets a chance to press # key.

I am wondering if maybe the issue is due to a software update to the Vodafone router as the phone connects to the router.

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Has the phone been connected to the router for the whole 2 years? If so then it can't be due to digital voice.

If they're not even being given the chance to press # then, no it can't be because the tones aren't getting through.

[nbrus]

I was on Superfast 2 broadband for 2 years then changed to Full Fibre 80 Broadband since August 2024 ... same Vodafone router ... I suspect the problem started after this change as I haven't had any calls since then, but I don't get many calls on landline anyways as I use mobile more. I believe there was a router software update when I changed to the new package.

[Jayach]

If the phone was connected to the BT sockets when on Superfast 2, but was then connected to the router after the upgrade to full fibre, then yes it looks like the Call Guardian doesn't work over digital voice.

[nbrus]

Both Superfast 2 broadband  Full Fibre 80 Broadband use the same router and connections as both are full fibre and both are Vodafone ... hardware and connections/wiring/cables are unchanged for upgrade. I didn't need to do anything except reboot my router.

[Jayach]

It appears Vodafone must have used the name Superfast 2 for both FTTC and FTTP connections, I thought it was only FTTC.

If you have been on digital voice the whole time then I can't explain why your Call Guardian has stopped working. I'm just rather surprised it worked on digital voice at all.

[nbrus]

I think I've made some progress after I rebooted my router ... I can now call my landline and no longer get disconnected. However, I have a new problem to fix as I also tried resetting my phone handsets and now the configuration is not allowing me to pick up the call from Call Guardian. A different problem. Oh well!

[nbrus]

I spoke too soon ... I managed to borrow an identical phone and base unit to try and it has exactly the same problems as my phone ... BT Call Guardian doesn't recognise when I pick up the handset to asnswer the call and all I hear is the ring tone. I don't really understand how it works but something isn't right and it was previously working perfectly on Vodafone. I have switched off Call Guardian for now so that I don't miss calls. I may take my phone to another house to check if Call Guardian starts working again, then I can prove if the issue is indeed with the router or phone line.