BT Cloud Phone Ongoing Issues

[mcoleman]

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 ?

[mattie236]

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@mcoleman wrote:

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 ?

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Yes, you can request a BT engineer to come on-site to resolve your BT Cloud Phone issues. The fact that multiple phones are failing with different symptoms simultaneously, without any changes to your network, suggests a complex, site-wide issue that remote support often cannot resolve. When you call BT Business Support, clearly state that you've already tried basic troubleshooting and that the problem is affecting multiple devices. Emphasize that it's a site-wide fault and specifically ask for an on-site engineer to fully diagnose your network setup and equipment.