This topic

Order cancelled

Lally1 — Wed, 26 Oct 2022 17:47:41 GMT

My contract had ended and I asked to go onto BT essentials, this was last month and it all went smoothly or so I thought. They cancelled the first engineer visit to set the new hub and digital phones and rescheduled for today . They didn’t show. I’ve just found out that the order was cancelled . The new hub and phones are here waiting . I’ve phone BY today and to be honest got very little sense out of them

Re: Order cancelled

imjolly — Wed, 26 Oct 2022 18:32:34 GMT

If you currently have FTTC - fibre to street cabinet and existing copper to your home and you are continuing with same connection but different package (assuming you qualified for essential) then you don't need engineer visit as self install. Just connect hub to master socket and then pair your digital voice phone to hub and then should be you set up

Re: Order cancelled

Lally1 — Wed, 26 Oct 2022 18:42:26 GMT

yes I qualify for BT essentials I’m disabled and on universal credit. . When my contract ended I asked BT sales about essentials and they put a package together of a SIM card , a home phone and broadband . I was told at the time I needed a new hub., and to wait for the engineer

Re: Order cancelled

Lally1 — Wed, 26 Oct 2022 18:48:32 GMT

atm the moment I’ve got fibre one , so I’ve no idea

Re: Order cancelled

imjolly — Wed, 26 Oct 2022 18:48:39 GMT

If you still are on the fibre to cabinet and copper to home then it is plug and play and no engineer is required. Have you tried connecting the new hub just !Ike previous hub and then you need to pair the phone to the SH2 for digital voice to work. No engineer is required as long as not changing to FTTP -fibre to your home

Re: Order cancelled

Lally1 — Wed, 26 Oct 2022 19:09:56 GMT

I’ll try tomorrow

Re: Order cancelled

Lally1 — Thu, 27 Oct 2022 10:22:24 GMT

I’ve managed to connect the hub and rest all my smart devices, I’ve registered the phones but they now say I can’t make or receive calls . I’ve given myself a pounding headache

Re: Order cancelled

imjolly — Thu, 27 Oct 2022 10:36:38 GMT

if you go to hub manager (192.168.1.254 into your address bar) can you see your phone number?

Re: Order cancelled

Lally1 — Thu, 27 Oct 2022 10:59:09 GMT

No phone number, I had to change the setting to 2.4 only to connect my devices would this stop the phones connecting

Re: Order cancelled

imjolly — Thu, 27 Oct 2022 11:06:22 GMT

no that has no affect on your phone

if no number then DV not set up so suggest you phone FTTP TEAM 08005874787 and they should be able to help..

If they are busy you will get diverted to CS so just hang up and try FTTP bit later

Re: Order cancelled

Lally1 — Thu, 27 Oct 2022 11:51:31 GMT

I phoned BT again and we do need an engineer to come out . Open reach had cancelled for some reason and that cancelled the whole package without informing me. This morning it’s been ordered again and I’ve registered a complaint . Thanks you so much for your help