One of my Yealink Cloud Phones not receiving incoming calls

BCDental — Fri, 14 Aug 2026 10:41:24 GMT

I have the BT Cloud Voice service - Yealink phones

One of my phones has stopped receiving incoming calls - otherwise I can make outgoing calls, access the phone book etc.

DND is not switched on. Reset the phone. Still nothing.

Any ideas?

I did record a personalised voicemail message - whether coincidence but seems to have stopped working since.

The BT cloud portal is awful to log onto...works intermittedly so struggling to find any help there

Thanks

Re: One of my Yealink Cloud Phones not receiving incoming calls

AlanM1 — Wed, 19 Aug 2026 09:53:54 GMT

Hi,

That does sound frustrating, especially if everything else on the handset appears to be working normally.

If the issue started around the time you recorded the personalised voicemail greeting, it could be worth checking in the Cloud Voice portal that calls haven't accidentally been redirected to voicemail or that the extension's call routing settings haven't changed.

A few things to check:

Confirm the extension is still registered and online in Cloud Voice.
Check whether Call Forwarding, Find Me/Follow Me, or any call routing rules have been enabled.
Try calling the affected extension internally and externally to see if the behaviour is the same.
If possible, swap the handset with a working one to determine whether the issue follows the phone or stays with the extension.

If you're still unable to receive calls after those checks, you can contact the BT Cloud Voice Support Team via the help page below or call 0800 389 0537

Contact the Cloud Voice Support Team

topic Re: One of my Yealink Cloud Phones not receiving incoming calls in Phone system

One of my Yealink Cloud Phones not receiving incoming calls

Re: One of my Yealink Cloud Phones not receiving incoming calls