This topic

Phone not working

Carlusha — Mon, 01 Feb 2021 19:02:22 GMT

Unable to find the appropriate board - the SHOW ALL button doesn't show any other options!

Well, we have moved. Kellys arrived this morning as promised and installed what we believe is the phone line so that we can now resume almost 76mbs once again. Internet is fine.

We have an email:
The phone number at your new home is NNNNNNNNNNN.

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For more support, take a look at the Call Protect user guide.

However, our phone does not work at all.
Could this be related to that new fangled digital phone line?

Thanks for any advice!

Re: Phone not working

Keith_Beddoe — Mon, 01 Feb 2021 19:21:51 GMT

@Carlusha

Was it digital voice you were told you were getting?

If that is the case, then you would need to plug your phone into the phone socket on the back of the smart hub 2, under the label which is marked for digital voice customers.

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 19:40:23 GMT

@Keith_Beddoewrote:
@Carlusha
Was it digital voice you were told you were getting?
If that is the case, then you would need to plug your phone into the phone socket on the back of the smart hub 2, under the label which is marked for digital voice customers.

Not sure @Keith_Beddoe as the second socket for digital voice/broadband is taped over.

Our Home move states : Broadband with complete wifi, Landline and BT Sport.

There's no mention of digital anywhere. The Kelleys guys added a splitter for us to connect the phone once we found it with all the stuff we brought with us!

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 19:44:05 GMT

@Keith_Beddoe - update: I removed the label and plugged in the phone. Still no joy. Could it be we need a digital phone?

Re: Phone not working

imjolly — Mon, 01 Feb 2021 19:47:23 GMT

@Carlusha

Did you get a free digital voice phone?

if you go to hub manager then on home page do you see your phone number on left and is it purple/blue or greyed out?

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 19:57:54 GMT

@imjolly

No phone.

Re: Phone not working

imjolly — Mon, 01 Feb 2021 19:56:44 GMT

If you didn't get a new phone and with phone number greted out then unlikely you are not on DV and normal phone should work if connected to maste socket

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 20:00:30 GMT

The number we were told is that from our previous address. The line is dead though not for broadband. I shall try and locate some old splitters and give them a try.

Thanks so far! Appreciated both @Keith_Beddoe and @imjolly .

Re: Phone not working

imjolly — Mon, 01 Feb 2021 20:08:18 GMT

I would suggest you turn of smart setup which from you post looks to be active. Won't help your phone but will help your device connections

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 20:08:46 GMT

Found, against all odds, 4 spare splitters but, alas, SWWTT is watching a lengthy movie. I am told I will have to wait!

Re: Phone not working

Carlusha — Mon, 01 Feb 2021 22:37:18 GMT

@imjolly @Keith_Beddoe

Tried all 4 spare splitters, smart hub restarts for each but still the phone gives a message on the screen to check the phone line.

Looking for some suggestions, please.

Re: Phone not working

Keith_Beddoe — Tue, 02 Feb 2021 06:39:50 GMT

@Carlusha

Check with a phone at the test socket, if it does not work, the you will have to contact BT and report a phone fault.

Its possible that Openreach have forgotten to connect up the exchange side of the cabinet.

Re: Phone not working

Carlusha — Tue, 02 Feb 2021 10:05:15 GMT

@Keith_Beddoewrote:
Check with a phone at the test socket, if it does not work, the you will have to contact BT and report a phone fault.
Its possible that Openreach have forgotten to connect up the exchange side of the cabinet.

Thanks, will do

Re: Phone not working

Carlusha — Tue, 02 Feb 2021 23:44:12 GMT

@Keith_Beddoe @imjolly

I have carried out the test advised by you and can confirm there is no phone line (although broadband is fine).

Kellys carried out the installation in our flat and in the building's main cabinet in the basement (60 flats here). Presumably Openreach are responsible for the exchange side of things as one of you mentioned.

We were transferring our existing number from the old place to our current place so some adjustment would have had to be made, though in the same exchange (we only moved 350 yards up the road).

As I am deaf and my wife's mother tongue is not English, would one of you be kind enough to report this a one of the Mods for action?
Thanks

Re: Phone not working

Keith_Beddoe — Wed, 03 Feb 2021 06:43:23 GMT

@Carlusha

You can report the phone fault online.

https://support.bt.com/fix/landline/?view=landlinetroubleshooter

Just use this option highlighted.

It will do a line test, and may find the fault. Either way, just follow it through to request a visit

Re: Phone not working

Carlusha — Wed, 03 Feb 2021 11:44:36 GMT

Thanks Keith @Keith_Beddoe

Appointment made for this coming Friday. Appreciated.

Re: Phone not working

Carlusha — Fri, 05 Feb 2021 21:08:39 GMT

Openreach attended today and did some work including replacing the wall socket with the updated model that does away with the need for a filter.

About 4 hours later, we were called on my mobile. Being deaf, I passed the phone to my wife. It was Openreach engineer asking if our landline phone rings and suddenly it did!

He must have had two mobile phones to pull that one off! Nice guy, really friendly even from 2 metres away!

Re: Phone not working

JohnC2 — Sat, 06 Feb 2021 08:12:00 GMT

Hi Carlusha, thanks for the update and good to hear the engineer has fixed things.

cheers

John

Re: Phone not working

Pedigree500 — Sat, 06 Feb 2021 21:34:51 GMT

And Openreach will never bother to investigate why the job wasn't done properly in the first place.

Re: Phone not working

Carlusha — Sat, 06 Feb 2021 23:23:00 GMT

@Pedigree500wrote:
And Openreach will never bother to investigate why the job wasn't done properly in the first place.

Our OR operative did but I'm keeping the reason to myself. It was only a couple of days and, in any case, we never use our landline. I only wanted it connected as we pay for it to get broadband.