Digital Voice for Business: troubleshooting guide

Check that you don't have any features activated such as Do Not Disturb or Call Forwarding. To do this, check your Business and User settings in the Digital Voice for Business portal. 

You can also check your Digital Voice for Business phone to find out whether certain features are activated – find out more in our Digital Voice for Business device user guides.

For cordless phones: find the base station (pictured below) and simply take the power cable out. Leave it switched off for one minute, then plug it back in. Wait for all lights to come back on, then test.

For desk phones: disconnect the power cable or ethernet cable, as these sometimes have power over ethernet. Leave it switched off for one minute, then plug it back in. Wait for this to come back on, then test.

Common error messages on your Digital Voice for Business phones

Internet connectivity error messages

If you any following error messages are displayed on your device, it means that it’s not connecting to the internet:

• Network unavailable.
• No service.
• Not available.
• Retrieving network.
• The time and date are wrong.
  

Check that the phone (or base if it’s a cordless device) is connected to the internet correctly by using an ethernet cable.

If you’re using a BT Business Hub, make sure you’re using the numbered ethernet ports and not the red WAN port.

Digital Voice for Business connectivity error messages

If any of the following error message are displayed on your device, it means that it’s not connecting to Digital Voice for Business correctly:

• Forbidden.
• No matched line.
• Not found.
• Provision failed.
• Timed out.
• Upgrade failed.

To fix this, switch the phone off, or switch the base station off if you have a cordless device. Leave it for one minute, and then switch it back on.

If you have a cordless device and switching off the base station doesn’t fix the problem, you can try resetting it. To do this:

1. Go to Menu, and then Settings.
2. Choose System Settings and then Base Reset.
3. Enter the PIN – the default PIN is 0000.
4. Once this is done, the handset will show Reset successful.
5. Check the base again – it should indicate that it’s rebooting.
6. When all the lights come back, wait a few minutes and then test that this has resolved the problem.
   

Updating or booting up error messages

If you either of the following error messages are displayed on your device, it means it’s processing an update or booting up:

• Data initializing.
  
• Synchronizing.

The error message may be displayed for up to five minutes. However, if it’s displayed longer than five minutes, switch the phone off. Leave it off for one minute, and then switch it back on.

For cordless handsets, you may also want to reboot the base station.

If the Digital Voice for Business portal will not open, or gets stuck on a blank screen and will not load:

• Try clearing your cache and cookies, or
• Try opening the portal on another web browser or in a private browser.
  

If you’re using Webex, you’ll need to find your contacts manually by searching for the name. Webex doesn’t show a list of your contacts.

You’ll need to delete and reinstall the Webex app. This will ensure the latest version is installed, and should fix the issue.

Check out our call forwarding set up guide for help with this. The guide will help you check the diverts in place and set them back up, if they’ve been removed.

Check out our time schedules set up guide. You’ll be able to follow the steps to check how your out of hours has been set up, and make sure it’s configured correctly.

Check out our voicemail guide and follow the steps to make sure your voicemail has been configured correctly.

Check out our guide for setting up your calling line ID. Here you’ll be able to follow the steps to change what number is being displayed.