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DV Phones: Can't make outgoing/receive incoming calls since Fibre 900 installation

Lenjam — Tue, 05 Nov 2024 19:51:20 GMT

Openreach installed fibre broadband (FTTP) in my house today, since then my 3 BT DV phones are displaying 'Unable to make or receive calls' the 'Help' button indicates 'No Internet service available' which there certainly is & very fast😊. I reset the phones to 'out the box' status & proceeded to register the phone using the WPS button on the hub, all went well & the phone was 'registered' then reverted to the error display(s) as noted earlier. I spent about 30 mins with a BT 'Guide' on their chat jumping through hoops ie resetting the hub ,pulling out plugs etc etc achieved nothing. This was their parting shot

'(Tue, 5 Nov 2024 16:54:42) BT : I agree with you on the fact that all three can't be faulty at a time and I
strongly believe that this is happening for today itself due to the upgrade
being due for today itself. The order will get completed anytime till midnight
itself and then hopefully, the handsets would start working'

I am not quite sure what he is saying?

Any pointers would be appreciated

LenJ

Re: DV Phones: Can't make outgoing/receive incoming calls since Fibre 900 installation

jac_95 — Tue, 05 Nov 2024 19:52:39 GMT

Hi Lenjam,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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Re: DV Phones: Can't make outgoing/receive incoming calls since Fibre 900 installation

imjolly — Tue, 05 Nov 2024 20:58:58 GMT

Have you checked in hub manager that your phone number is shown and is active and not 'not configured'

Have you tried resetting the SH2 after the upgrade?

Re: DV Phones: Can't make outgoing/receive incoming calls since Fibre 900 installation

Lenjam — Tue, 05 Nov 2024 23:12:59 GMT

Thanks DS, I have carried a restart (amongst other resets & unplugs)of the SH2 since the installation with no resolution. I have been speaking to the FTTP BT team and they will be calling me back in the morning to check if anything has reset overnight. I also informed them that the phone was shown as 'not configured/greyed out' in the hub manager, said if it wasn't resolved by tomorrow they would escalate the fault through Open Reach .See what tomorrow brings!

Re: DV Phones: Can't make outgoing/receive incoming calls since Fibre 900 installation

licquorice — Wed, 06 Nov 2024 07:45:17 GMT

The fault lies with BT, not Openreach. It is pointless them getting Openreach involved.