probels with VOIP after installing new BT Hub

[connor999]

I am getting desparate as so one seems able to help.  I have a landline and with a VOIP number which I use for incoming faxes.   All was well until I was forced to install  a new BT Hub the other day.  The installation process (done by a BT advisor) over-wrote all the network settings on my computer, which caused countless problems but these have mainly been sorted out.

My main issue now is the Voip.  I can no longer receive faxes as there is a divert on my Voip line which prompts people to leave a message on Call minder.  1) there should not be any divert  2) there should be bo call minder.

I have called BT for help four times in the last 24 hours and all they will say is: you shouldn't use a voip line for fax machines!!! (Even though they recommended this to me for the fax when I opened the account!) They say there is no divert on the line despite the fact that anyone ringing the number gets the 'please hold, your call is being diverted'  message, then is asked to leave a message.

Please can someone help me.  I am losing business because I cannot receive faxes.

[Fiona]

Hi

It sounds as if the Voip line is not configured, this can be verified by checking that  the phone1 light on the front of the hub is solid green. If not then you will need to re-configure your service by following the on-line messages here.

If you are using the line for Fax you will also need to ensure the Business Hub is set on the 'Fax bandwidth setting'. To do this log onto the hub software interface here, via your internet browser and on the Home page of the Business Hub click on the 'BT Broadband Voice' link in the Quick Service Links section. This will take you to the Service section, click on the 'Line' Link in the top section of the page and under the 'Line : Sip' section select 'Fax' setting.

I hope this helps

Kind Regards

Fiona

BT Business Forum Moderator