topic Re: BT Cloud Phone Ongoing Issues in Phone system

BT Cloud Phone Ongoing Issues

mcoleman — Tue, 02 Sep 2025 16:18:32 GMT

We are a business and have around 9 BT Cloud Phones on our site. Everything has been OK for 18 months and all of a sudden, the phones are failing - and at the same time. Not all of them, but we currently have 4 of the phones not working. Nothing has been changed in terms of broadband, router etc.

Issues are the phones going offline, the base stuck in a reboot process, and also not showing a line

I've spoken to support, but its difficult as each phone seems to have a different issue

Is there a way of arranging a BT Engineer to come in to look at the issue and try to resolve it ?

Re: BT Cloud Phone Ongoing Issues

aac74 — Thu, 11 Sep 2025 11:11:22 GMT

Might be a bad automatic firmware update?

Have you tried a factory reset of the phones?

https://business.bt.com/help/article/phone-line-and-services/cloud-voice-express/factory-reset-your-cloud-voice-express-cordless-phone/

After resetting them and reconnecting them to the hub, you should also try to re-provision them by turning the affected handsets off and on again in the Cloud Voice Express Web Portal:
https://vel-btb.business.bt.com/ > manager all numbers > Click the wireless handsets > turn the affected handsets off and on again.