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Digital voice

Kcgillette — Sat, 15 Aug 2020 11:45:20 GMT

Hi!

Anyonelse having issues with digital voice? The phone states no voice service on the hub but it worked first day of activation which was Thursday. I have tried the resetting hub and phone back to factory etc and re-paired the phone but still no joy.

Any ideas?

Re: Digital voice

imjolly — Sat, 15 Aug 2020 14:15:59 GMT

did you try this

https://www.bt.com/help/landline/digital-voice--i-m-unable-to-make-or-receive-calls

Re: Digital voice

Kcgillette — Sat, 15 Aug 2020 15:06:06 GMT

Hi.

I did and all came back green.

I know it'll likely need to be a call to them but trying to see if I can fix first as people recent said its been a long time to get them on call.

Re: Digital voice

Andy005 — Sat, 15 Aug 2020 15:18:18 GMT

Hi @Kcgillette

I've had the same message since this morning, but only on one of the handsets. It didn't affect me being able to make incoming/outgoing calls on either handset.

The handset with the 'No Service' message had been displaying 'Unable to update software' occasionally for a while. I've just reset the handset, registered it and it said a critical software updated was needed and it started to update.

It's fine now, my hub did its fortnightly reboot in the early hours this morning so I suspect that was the cause of my error. I've had similar issues a few times and resetting the hub usually cures it.

Have you tried the resetting the base station option? I've never done that myself but it may be worth it if you've tried everything else. It might be worth exporting your contacts in the hub manager before you do it, just in case they disappear.

Re: Digital voice

Kcgillette — Sat, 15 Aug 2020 16:39:26 GMT

Hey.

Got the software update on my second handset but now its showing no voice service. Sorry if this is a noob question but on the back of sh2 there is a green slot that says for digital voice only. It's unused at the moment. Should something go in there? From the white installation box in our house it's in a cupboard is hooked up to the standard phone socket.

Re: Digital voice

imjolly — Sat, 15 Aug 2020 16:46:31 GMT

No you don't need anything connected to phone socket on the sh2. The hub is a dect base station hence your digital phones connect wireless to the hub

Re: Digital voice

Andy005 — Sat, 15 Aug 2020 16:49:39 GMT

Can you still make and receive calls on your handsets?

Re: Digital voice

Kcgillette — Sat, 15 Aug 2020 18:06:01 GMT

Thanks imjolly. And Andy I cannot 😕

Re: Digital voice

Andy005 — Sat, 15 Aug 2020 19:09:39 GMT

If you go the the hub manager at 192.168.1.254 and click on your phone number, does Status show as Service Ready and are both handsets showing as registered?

If it looks okay you may have to call BT as I think you've checked all that you can.

Re: Digital voice

Kcgillette — Sat, 15 Aug 2020 19:30:08 GMT

Thanks again 🙂

Says service not ready. Also both say registered but handset 2 has the home number on it also.

Re: Digital voice

Andy005 — Sat, 15 Aug 2020 20:04:24 GMT

If it says not ready then call BT, you may find that it may not be straightforward to find someone with sufficient knowledge of Digital Voice.

It took me a week of phone calls not long ago just to recontract my broadband and DV. I was eventually passed to the FTTP team (even though I'm FTTC), and a very helpful lady was able to recontract me where various others had failed. I asked why I'd been passed to FTTP and she said DV was a 'FTTP product'.

Re: Digital voice

Kcgillette — Sat, 15 Aug 2020 20:29:48 GMT

Cheers for your help Andy.

Will try call them tomorrow or Monday 🙂

Have a nice weekend!

Re: Digital voice

pippincp — Sun, 16 Aug 2020 00:28:15 GMT

Heree's the FTTP team direct number. 0800 587 4787

Re: Digital voice

Andy005 — Sun, 16 Aug 2020 05:57:11 GMT

It might be worth checking @Kcgillette that your DV order has actually completed, is your old landline still active?

Re: Digital voice

Kcgillette — Sun, 16 Aug 2020 08:47:02 GMT

It's a new build so we've just moved in around 4 days ago. What's weird is it was working on Thursday then next day it stopped. My partner got the text to say the DV was activated also.

Re: Digital voice

Kcgillette — Sun, 16 Aug 2020 12:39:25 GMT

Update: got through on the number instantly. Very helpful agent who did a workaround so all good for now. However did advise its a nationwide issue I think 🙂

Re: Digital voice

pippincp — Sun, 16 Aug 2020 20:19:47 GMT

Good result!