This topic

BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 13:59:29 GMT

My BT full fibre ISP (no Digital Voice) was activated by Openreach on Wednesday 27 October 2021, but now, somehow my BT analogue phone service is not recognised. Unable to ring 0800 800 150 to get BT assistance.

https://www.broadbandchecker.btwholesale.com/#/ADSL says my BT analogue phone number status is "There is no data available for this number. This could be either because it is not a BT line or it is a new BT number that has just been provided. Most new numbers will appear on the checker 24 hours after BT has installed the line."

BT Sales opened a complaint for me on 04 Oct 2021 at 13:25 because unable to place Full Fibre order using BT webpage. The BT full fibre ISP (no Digital Voice) order is a mess and I am unable to ring 0800 800 150 to get BT assistance.

Finding it really difficult to get appropriate assistance from my updated BT Complaint.

Have now asked for BT deadlock letter so that this problem is referred to the Ombudsman.

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 14:07:38 GMT

@crimsom

If you are on FTTP, then its likely your analogue phone number has been ceased, as all new phone provisions would be using BT Digital Voice, assuming you still wanted to keep your phone number.

The checker would only use the analogue phone numbers recognised by Openreach.

Re: BT analogue phone service not recognised, etc.

Les-Gibson — Sun, 07 Nov 2021 14:15:36 GMT

As @Keith_Beddoe says, it's likely that your analogue number has been ceased, click on this link and see if your phone number is on the top line.

Basic - Phone

Re: BT analogue phone service not recognised, etc.

imjolly — Sun, 07 Nov 2021 14:15:46 GMT

do you have FTTP from BT RETAIL? if so are you using a SH2

once you move to DV then your phone number will no longer work when trying to use the dslchecker

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 15:04:31 GMT

Hi @Les-Gibson thank you for the link. My phone number is on the top line. Do not know how to get BT analogue phone to work again. Digital Voice is just too expensive. When ordering, made it clear, no BT Digital Voice (retain analogue phone). Kind regards.

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 15:05:49 GMT

@crimsom

Plug your analogue phone into the phone socket on the back of the Smart Hub 2, and it should work as normal, that is an analogue port. Its shown in green below. There is no need to use any BT Digital handsets.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 15:14:44 GMT

Hi @Keith_Beddoe please do not take this the wrong way. I still have copper master socket connected to FTTC with dial tone. I do not want the expensive FTTP Digital Voice.

Is plugging my analogue phone into BT Smart Hub 2 port accepting incorrect FTTP Digital Voice order?

Kind regards.

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 15:14:14 GMT

The fact that your number is showing on the home hub, means that your phone service is now carried over Digital Voice. Your old copper landline would now be a stopped line.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 15:46:37 GMT

Hi @Keith_Beddoe this is not what was ordered.

So it is recommended that BT full fibre ISP order is terminated asap?

On brownfield housing estates, such as mine, Openreach are mandated to retain copper wire phones long after 2026, until such a time that 80% of the housing estate is using fibre phones. By which time Health and Safety regulations will make it illegal for ISPs to provide fibre phones that do not work during a power cut.

The visiting Openreach engineers tell me that my brownfield housing estate will have copper wire phones working for more than another 30 years.

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 15:33:35 GMT

@crimsom wrote:

Hi @Keith_Beddoe this is not what was ordered.

So it is recommended that BT full fibre ISP order is terminated asap?

It will make no difference, there are no new broadband and phone services being provided over the copper connection back to the exchange, as the exchange equipment is in the process of being turned off. The copper wire will still be there, but there will be nothing on the end.

That applies to all providers that use the Openreach network.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 15:50:30 GMT

Hi @Keith_Beddoe thank you for reiterating Openreach's glib vision, their engineers tell me that this vision is not realistic. BT full fibre ISP requires power from house for it to work, the Ombudsman only "recommend" that full fibre ISP shall provide ONT modem with battery backup.

Looks like its back to Virgin Media ISP, my installation is still good to go. I would still prefer to retain my BT analogue phone power from exchange, so that emergency services can be contacted during power failure.

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 16:00:10 GMT

@crimsom

Its your choice of course, but VM still requires mains power to work.

I see you already have FTTP anyway https://community.bt.com/t5/BT-Fibre-broadband/Full-Fibre-Speed-Test/td-p/2191694

Its going to be expensive to pay for both.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 16:29:22 GMT

Hi @Keith_Beddoe my OP says that Openreach installed FTTP a few days ago. Did not anticipate BT ignoring my No Digital Voice order. There was no clarification during BT Sales order placement that my existing BT analogue phone contract would be terminated.

Openreach have installed their Nokia ONT modem which does not have TEL 1: Digital telephone port, so installing ONT modem battery backup is pointless.

Unable to contact emergency services during a power failure is not recommended. What price does one put on a family member that is dying, because the phone is not working?

Re: BT analogue phone service not recognised, etc.

Keith_Beddoe — Sun, 07 Nov 2021 16:27:21 GMT

As others will tell you, the TEL 1 port (FVA) only existed on earlier FTTP installations. The phone socket on the SH2 is the replacement.

I have nothing more to add,

Re: BT analogue phone service not recognised, etc.

licquorice — Sun, 07 Nov 2021 17:11:21 GMT

@crimsom wrote:

Digital Voice is just too expensive. When ordering, made it clear, no BT Digital Voice (retain analogue phone). Kind regards.

Digital Voice costs are EXACTLY the same as analogue voice costs.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 16:34:20 GMT

Hi @Keith_Beddoe Openreach currently provides two types of ONT modem.

Openreach engineer tells me that my housing estate gets the ONT modem without TEL 1 port.

Re: BT analogue phone service not recognised, etc.

crimsom — Sun, 07 Nov 2021 16:39:26 GMT

Hi @licquorice FYI my BT Basic plan is £5.16 a month and many of the calls are free.

Re: BT analogue phone service not recognised, etc.

licquorice — Sun, 07 Nov 2021 17:28:33 GMT

Not when you re-contract. Choice is PAYG, 500/700 mins or unlimited minutes regardless of DV or Analogue.

Re: BT analogue phone service not recognised, etc.

PaddyB — Sun, 07 Nov 2021 17:28:41 GMT

Hi @crimsom,

Thank you for posting. I think there is a bit of confusion around what package you have.

What package do you currently have with BT? If you check your order confirmation, this will confirm the package details and whether or not digital voice was part of the package?

With the details, you have posted it sounds like you are on our Home Essentials Package? This would have replaced your BT Basic service. For more information on Home Essentials take a look here - Home Essentials

Thanks,

Paddy

Re: BT analogue phone service not recognised, etc.

Devon_Dave — Mon, 08 Nov 2021 06:19:12 GMT

Not sure why you think the personal opinion of a couple of local openreach engineers is gospel.

The PSTN switch off in 2025 will go ahead what ever they think, the move to an All IP network is going to happen.

Copper will be around for a few years after whilst the fibre network is still being built.