This topic

4 weeks and no connection

icr — Tue, 12 Jan 2021 13:31:12 GMT

My 87 year old father has recently moved house. On 15 December his Home Hub was connected so he is connected to the internet. His hub phone should have been connected on the same day but it wasn't AND IT STILL ISN'T!! He followed it up initially and since Christmas Eve I have taken over. Every time I ring the connections team they are very apologetic and say that it will be connected in 24-48 hours. More recently the issue has been escalated to IT Management then to a Level 2 Bridge something but still no service. I am at a loss as to what I can do to get this sorted.

Re: 4 weeks and no connection

Keith_Beddoe — Tue, 12 Jan 2021 13:49:16 GMT

@icr

Welcome to this user forum.

Can you explain what you mean about a hub phone, does he have the BT Digital Voice service?

What sort of broadband connection does he have?

Re: 4 weeks and no connection

imjolly — Tue, 12 Jan 2021 13:50:31 GMT

does your father now have digital voice which connects to the actual hub or still the older copper connection where phone connects to the phone socket in the wall?

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 13:53:33 GMT

He has Fibre Broadband to the house. He assumed that he would have a 'normal' phone which plugged into his BT sockets but it transpires that he's going to have the VOIP service and has been sent a singular 'Hub Phone' by BT

Re: 4 weeks and no connection

imjolly — Tue, 12 Jan 2021 13:56:36 GMT

then that pairs with the hub with the hub acting as a dect base station like a cordless phone corded phone can be connected to phone socket on back of hub

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 13:55:56 GMT

So yes he is meant to be getting BT Digital Voice. The house is 18 months old and there are no copper wires,

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 13:58:46 GMT

He has a Smart Hub 2 - I can't see any socket that a 'corded phone' can plug into?

Re: 4 weeks and no connection

imjolly — Tue, 12 Jan 2021 14:01:29 GMT

remove sticker 'for digital voice only'

did you pair the DV phone to the hub?

Re: 4 weeks and no connection

Keith_Beddoe — Tue, 12 Jan 2021 14:03:51 GMT

@icr wrote:

He has a Smart Hub 2 - I can't see any socket that a 'corded phone' can plug into?

It should show up on this picture in green.

If there is a nearby phone socket, then its possible to link that socket on the home hub, to the rest of the sockets in the house.

Re: 4 weeks and no connection

CJT80 — Tue, 12 Jan 2021 14:04:57 GMT

@icr

Sorry to chip in,

Also have a look here: Digital Voice: How do I set up my service? | BT Help

Re: 4 weeks and no connection

avidavasa — Tue, 12 Jan 2021 14:07:22 GMT

It's under a sticky label called Digital Voice Customers Only on the back of the Smart Hub 2.

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:07:32 GMT

Ah, hadn't spotted that! So am I right in thinking that his old phone can just plug it there? Does it then use different technology to Digital Voice? I'm confused because no one at BT suggested this was an option - from their end they could see that the digital voice connection (whatever that is) had not been made and my efforts have been concentrated on getting that connection sorted.

Re: 4 weeks and no connection

Keith_Beddoe — Tue, 12 Jan 2021 14:09:49 GMT

A normal phone should work in that socket just fine, provided the service has been enabled.

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:10:22 GMT

The DV phone won't connect to the hub - That's the problem! BT say that it's because something hasn't happened at their end.

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:12:43 GMT

Ok, I think we've got to the nub of the problem - the service has not been 'enabled' and I can't find out why not!

Re: 4 weeks and no connection

imjolly — Tue, 12 Jan 2021 14:13:45 GMT

if you go to hub manager 192.168.1.254 can you see the phone number and is it greyed out or purple/blue?

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:19:50 GMT

Is anyone able to tell me how the digital voice service is 'enabled' ie turned on by BT and hence what might have been the problem in this case? My only thought is that the previous occupants of the house were using Fibre Voice Access which during one of my may conversations (in this case with a very helpful technical chap in Accrington) I learnt that BT were phasing out because it wasn't any good and were pushing out Digital Voice instead. Could it be the switch from one service to the other which is causing the problem?

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:21:21 GMT

Can I do that from my home - I'm not with him at present?

Re: 4 weeks and no connection

imjolly — Tue, 12 Jan 2021 14:22:11 GMT

are you dealing with the FTTP team 08005874787 who should help

Re: 4 weeks and no connection

icr — Tue, 12 Jan 2021 14:33:54 GMT

I think we've established that the service hasn't been enabled so can anyone recommend a suitable course of action to get BT to sort this out e.g a phone number for vulnerable customers where I can actually speak to someone who can do something more than sending an email to management or logging it as an issue on the 'system'. Both of these sounded plausible at the time but after 4 weeks they haven't worked. I also registered an official complaint a couple of weeks ago but nothing's happened with that either.