This topic

I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 13:23:41 GMT

I've been sent several emails and finally a message asking me to connect my landline to my BT hub. I don't have a digital voice handset and I can't afford to go out and buy more telephones. I can't connect my current phone to the hub as there is no telephone socket. Does this mean I will no longer be able to have a landline?

Re: I can't connect to Digital Voice

imjolly — Thu, 13 May 2021 13:27:10 GMT

is there not a phone socket on back of hub with sticker saying digital voice? if so remove sticker and connect your phone

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 13:27:21 GMT

@Jillity

There is a phone socket on the back of the BT Smart Hub 2, where you can plug in your phone. It may be covered by a label.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 13:35:54 GMT

Thank you, yes I've found it. I don't have very good eyesight as I'm elderly so I didn't see it Why don't BT give a simple instruction to look for a sticker? It's black and to me it just blends in with the black plastic. I wouldn't have known there was a socket underneath.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 14:29:05 GMT

Just one other thing. Do I have to connect the phone to the hub or is it optional? If I have a power cut and I can't get a mobile signal I will be cut off and unable to summon help in an emergency.

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 14:35:36 GMT

With BT Digital Voice, you will lose your phone line if you have a power cut. If you get a lot of power cuts, then some form of power backup would be advisable.

I believe that there are battery backup units which are suitable, as other forum members have mentioned them, and may be able to point to a suitable unit.

I think the home hub used a 12V input, but you would need to ask for advice.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 14:38:43 GMT

I can't afford to go buying an expensive battery. I've been advised to contact BT to see if I can keep the copper cable.

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 14:48:39 GMT

@Jillity wrote:

I can't afford to go buying an expensive battery. I've been advised to contact BT to see if I can keep the copper cable.

The problem is not the copper cable, its the Telephone Exchange. BT are in the process of closing down the equipment in the exchange that provides the connection over the copper cable. This is due to be completed by 2025.

They are starting with those customers that have a fibre connection, as they are the most straightforward to convert.

I would hope that BT will consider some form of cheap battery backup, that can be supplied to customers on request. It not that difficult to do, even using normal alkaline batteries, provided the power cut is not very long.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 15:12:02 GMT

If it's essential to keep the phone operational then they need to supply free battery backup packs. I'm trying to contact them but the phone has been ringing now for 30 minutes and there's no sign of anyone answering.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 15:49:43 GMT

After thirty minutes an operator finally answered my phone call. She put me on hold for 15 minutes while she went to check up about my query. When she came back she said I was eligible for a free battery pack and would I hold while she ordered it. Twelve minutes later she came back and told me the pack had been ordered. The whole process has taken an hour. Surely BT could have checked this before they asked me to change to Digital Voice. The order could have been automated through the website. It would have saved half an hour of an operator's time. If anyone else wants a battery backup pack ring BT on 0800 587 4787 and see if you can get one free.

Re: I can't connect to Digital Voice

imjolly — Thu, 13 May 2021 15:54:14 GMT

@Jillity

Please can you update when you receive the battery pack as interested

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 15:54:17 GMT

I did wonder if something was available, as its should be simple, even with re-chargeable batteries.

Perhaps when it arrives, you could update this thread and describe what has been sent to you, perhaps with an item code number, as it will help others?

Thanks.

Re: I can't connect to Digital Voice

garybs29 — Thu, 13 May 2021 16:17:37 GMT

It'll be a version of this https://shop.bt.com/products/cyberpower-back-up-for-bt-digital-voice-service--non-fttp--091297-FV54.html?ReferrerID=G600&utm_source=btcom&utm_medium=bt+marketing&utm_campaign=digital+voice+non+fttp&utm_content=G600

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 16:26:30 GMT

That seems a very expensive solution to a simple problem.

Re: I can't connect to Digital Voice

Jillity — Thu, 13 May 2021 16:24:55 GMT

Yes I will do.

Re: I can't connect to Digital Voice

garybs29 — Thu, 13 May 2021 16:32:25 GMT

I'd imagine in a few years time the price may be reduced plus hopefully those on the system with the approriate markers get it free when they have to switch to digital voice

Re: I can't connect to Digital Voice

Keith_Beddoe — Thu, 13 May 2021 18:20:01 GMT

@garybs29 wrote:

I'd imagine in a few years time the price may be reduced plus hopefully those on the system with the appropriate markers get it free when they have to switch to digital voice

If its like the rest of the BT equipment, it will be loaned anyway, and will have to be returned if a customer moves to another provider, and whatever phone service they provide.

Re: I can't connect to Digital Voice

Jillity — Tue, 29 Jun 2021 07:08:11 GMT

I still haven't received the battery backup. I'd like to know how I can contact BT to try and hurry it up. My mobile phone signal didn't work one day and the landline connection was intermittent. I needed to ring 111. Luckily I got through on the mobile eventually. I am on the priority list and it's nearly July. This was ordered on 13th May.

Re: I can't connect to Digital Voice

Keith_Beddoe — Tue, 29 Jun 2021 07:33:46 GMT

@Jillity

If its the FTTP version, they have no stock at the moment.

Stock:6 due in 1-2 days

It only protects against power cuts, so if your line was intermittent, and it was not due to a power cut, then the unit will not help.

Re: I can't connect to Digital Voice

Jillity — Tue, 29 Jun 2021 10:04:59 GMT

The line was intermittent due to interruption s in the power supply.