Help PLEASE1

uddersunited — Tue, 17 Mar 2026 11:32:59 GMT

My dad moved over from Sky yesterday. My daughter connected all the cables - they are all in the right place from what I can tell.

He also has this digital voice activate thing for calls. Nothing is working. I tried 6 times last night to speak to someone and finally did BUT we get cut off. The signal where he is is atrocious, I cannot access the web and have to stand 10 feet away from the router in order to get a signal on my mobile to take/make calls to BT.

I received a text apologising for getting cut off and to book another call. The problem is my signal will still be the same. My dad is nearly 90, he has a call alert and needs his landline.

I do not know where to turn to. This should have been simple and I cannot figure out where it has gone so wrong.

Who do I speak to or can I get an engineer to come out and help? I'm so frustrated and worried.

Hub goes green for 30 seconds then back to purple, and obviously because the landline needs the broadband to work he has no phone. I don't know why we were switched over to digital in the first place, my understanding is that it isn't going to roll out for at least another 2 years?

Re: Help PLEASE1

WSH — Tue, 17 Mar 2026 14:04:53 GMT

“…have to stand 10 feet away from the router in order to get a signal on my mobile to take/make calls to BT.” That seems to imply that you do have some sort of working connection and yet you say the router shows a purple light (i.e. it is not connected). It is not clear what is going on here, so let’s clarify what the setup is first of all.

Firstly, are you now on Full Fibre (FTTP – Fibre to the Premises), i.e. a new box with lights was put on the wall, (called an ONT – Optical Network Terminal),

are you still on Part Fibre (FTTC – Fibre to the Cabinet, also known as VDSL), where the router still plugs into the old phone socket on the wall?

I take it the phone is now Digital Voice (DV, which will work with either setup above)?

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Help PLEASE1

Re: Help PLEASE1