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BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

PABka — Thu, 02 Dec 2021 11:39:22 GMT

I had optic fibre set up 2 weeks ago with a Smart 2 and a digital phone. The phone register's fine, but then fails to connect with the hub. The message on the screen reads unable to make or receive calls. I have spoken to BT but they can't quite work it out yet. In the meantime does anyone have experience with this issue and what did you do to resolve it? Thanks in advance.

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

imjolly — Thu, 02 Dec 2021 11:42:43 GMT

if you go to hub manager - enter 192.168.01.254 into your browser address bar and can you see your phone number? is it blue or greyed out? if grey try selecting and then reset base station and see if that clears problems. if not possible a hub reset would be next

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

PABka — Thu, 02 Dec 2021 12:44:13 GMT

Hi, many thanks for response. I have reset the base station and the hub - still the same. On the Smart Hub 2 Manager board the status of the phone is greyed out and says 'Not configured'. The phone has no link to the internet via the hub, just will not find it. Really frustrating, Any more trouble shooting recommendations welcome, and thanks.

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

imjolly — Thu, 02 Dec 2021 12:57:32 GMT

did you try a factory reset of hub by pressing the recessed button on back and holding until lights flash? remember after this you need to turn off smart setup in the hub manager

if still nothing then phone FTTP TEAM 08005874787 and see if they can help you

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

PABka — Thu, 02 Dec 2021 13:11:40 GMT

Yep. Just tried the factory reset and smart up as you suggested still nothing. Many thanks anyway. I will post any solution I find at a later date.

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

Carlusha — Thu, 02 Dec 2021 13:26:29 GMT

@PABkawrote:
The phone register's fine, but then fails to connect with the hub.

Any help here?

https://www.bt.com/help/landline/digital-voice--how-do-i-set-up-my-service-

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

PABka — Thu, 02 Dec 2021 13:35:06 GMT

Many thanks i will read through.

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

AvrilSyme — Fri, 03 Dec 2021 10:50:46 GMT

Same here, did you get it sorted? And if so how?

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

PABka — Fri, 03 Dec 2021 11:08:43 GMT

hi, no still unresolved. I called BT (0800 800150) and they are sending me a new hub (possibly a hardware problem), expecting a callback from an advisor. Been without a landline for 2 weeks now. I will update here when (if ) the problem is resolved. Fingers crossed.

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

imjolly — Fri, 03 Dec 2021 12:22:10 GMT

@PABka

did you try calling FTTP TEAM as I suggested rather then 150

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

AvrilSyme — Fri, 03 Dec 2021 12:55:39 GMT

I did the check on the hub manager and there is still nothing. I will contact BT. Thank you for your suggestions

Re: BT Digital Voice HD phone + Smart 2 = Landline unable to make or receive calls.

Stevek1311 — Mon, 14 Feb 2022 18:44:52 GMT

I just had this same fault display on my Advanced Digital Home Phone. But may have a solution

It claimed 'no internet connection is available' but oh yes there is as I'm using it to type this.

The Smart Hub 2 said the phone was registered and connected.

So I deregistered it and reregistered it and it immediately asked about downloading new software (takes a few minutes) and then guess what it starts working again.

So the faults appear to be

Advanced Digital Home Phones turn themselves off from calls if they think they need an update
The design is woefully unsuitable for most people who wouldn't be able to figure that out