This topic

Recently Re-Joined BT

CarltonFandango — Mon, 06 Dec 2021 14:09:26 GMT

First, when I log into My BT it shows my old account, and my newly linked one.

The problem being, on the new one, it doesnt show my products, have the ability to change settings, parental etc or raise faults. It just defaults back to the old, defunct account and shows nothing on the new other than my details.

The main issue is then the phone line. The new fibre install is fine, regarding the BB. The phone line isn't working (never tested by the engineer) and if you call it is says it doesn't exist (just transferred from Sky). BT paperwork confirms the transfer of the line and phone number as requested.

Any help please?

Re: Recently Re-Joined BT

imjolly — Mon, 06 Dec 2021 14:16:29 GMT

do you have FTTC or FTTP? if latter then you must have ONT similar to this were you moved to digital voice

Re: Recently Re-Joined BT

CarltonFandango — Mon, 06 Dec 2021 14:54:47 GMT

FTTP, much smaller new openreach white box with three ports, power, fibre in, ethernet out to router; Router is Smart Hub 2

Re: Recently Re-Joined BT

imjolly — Mon, 06 Dec 2021 15:11:24 GMT

so probability is you have digital voice. you can check by going into hub manager and see if your phone number is shown and if it is blue or greyed out you can also check by connecting a phone to the socket on back of SH2 may need to remove sticker

Re: Recently Re-Joined BT

CarltonFandango — Mon, 06 Dec 2021 16:02:59 GMT

Yes, i'm aware we should have digital voice but like I said, it's not working and doesnt seem to have switched across from Sky to BT; Hub manager says not configured, greyed out on the phone symbol

Re: Recently Re-Joined BT

pog2005 — Tue, 14 Dec 2021 23:51:47 GMT

Did you manage to solve this one?

I migrated back from Sky to BT yesterday. The Broadband and Digital Voice line are now working fine - but the products don’t appear on my BT account - it defaults to a separate account for my BT Sport through EE and won’t let me choose another account.

I did raise with live chat yesterday. They couldn’t resolve and had to escalate. I haven’t heard anything further yet. Until I do, I can’t access many settings.

How did you get on?

Re: Recently Re-Joined BT

CarltonFandango — Wed, 15 Dec 2021 06:57:38 GMT

Hi @pog2005

Luckily yes! It managed to right itself in the end. Tried to call but there were massive queues so never spoke to anyone. Culd of days later the phone was working and the account was showing up correctly as the default.

Only problem now is the absolutely **bleep** WiFi! Over 300mbps upstairs, less than 20 downstairs "Best ever hub"

Re: Recently Re-Joined BT

pog2005 — Wed, 15 Dec 2021 08:11:32 GMT

Thanks. Fingers crossed that my online account sorts itself out!

It shows that I have two accounts online, but I can only see the products for the one which only has the free BT Sport.

I’ll give it a week before I follow up with them in the hope that it sorts itself out first!

Re: Recently Re-Joined BT

CarltonFandango — Wed, 15 Dec 2021 10:29:59 GMT

Yeah, that's what mine did; Default to the old one with the new one there but with no details of products.

It did just right itself after a couple of days though....