This topic

Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 13:44:46 GMT

Hi all,

Is there a way to talk to anyone at BT regarding this?

I've had an email, and a postcard regarding the switch to digital voice, which says we should get a new hub to support the service (our current hub doesn't have the green phone socket in the back). I've tried the various means of contacting BT regarding this, but online messaging says they can't help "with this delivery issue" and the text back that's promised when you phone for help regarding landline service hasn't texted back so far!

Our landline doesn't have a dial tone, so per the instructions so far, we should be switching over.

Cheers,

John

Re: Not Received New Hub for Digital Voice

jac_95 — Fri, 24 Jan 2025 13:47:39 GMT

Hi JtM80,

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

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Not Received New Hub for Digital Voice

Keith_Beddoe — Fri, 24 Jan 2025 13:57:43 GMT

Switchover only happens once a new home hub has registered. Perhaps you just have a fault on your line?

Re: Not Received New Hub for Digital Voice

clique-al — Fri, 24 Jan 2025 14:14:39 GMT

Check on your MYBT for an open order which will tell you date when your switch over will take place and also give date when equipment (Smart 2 Hub) being despatched.

Re: Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 14:22:14 GMT

Thanks - the postcard says "No Dial Tone? You're ready to switch." Hence the assumption! The email (received at the start of January) said we'd be moving within the next 30 days. If it is a line fault, the text back doesn't seem to be working for me (I've followed that process three times so far)

Re: Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 14:22:53 GMT

Thank you!

No open order on my account at the moment.

Re: Not Received New Hub for Digital Voice

Keith_Beddoe — Fri, 24 Jan 2025 14:27:39 GMT

Then you have a fault on your phone line, if you are not getting dial tone. When did you last make or receive a phone call?

Re: Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 14:30:18 GMT

I would guess at Saturday last, although I must confess that we use our mobiles for most things. I was prompted to check after receiving the "Setting up your new home phone service" postcard yesterday.

Re: Not Received New Hub for Digital Voice

Keith_Beddoe — Fri, 24 Jan 2025 14:39:25 GMT

Not much you can do until you receive the new Smart Hub 2.

You may have to chase BT up.

Re: Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 15:10:33 GMT

Thanks - finally managed to get the online help to let me speak to someone, they've confirmed that it's a line fault. It's an unfortunate coincidence that it came up when the change over to DV could have been the cause! Thanks again for your help.

Re: Not Received New Hub for Digital Voice

Keith_Beddoe — Fri, 24 Jan 2025 15:16:04 GMT

I did think it a bit odd, as the switch is instigated once a valid registration is seen from a hub. This process has been mentioned before on this forum.

Re: Not Received New Hub for Digital Voice

JtM80 — Fri, 24 Jan 2025 15:44:35 GMT

Ah, I hadn't found that, although admittedly I'd started from the point that my problem was non-delivery of the new Smart Hub (I did go through the FAQ, and the stuff on the BT Website).

Re: Not Received New Hub for Digital Voice

Keith_Beddoe — Fri, 24 Jan 2025 15:55:55 GMT

If you think about it, the phone number can only have one presentation, either on the PSTN line card in the exchange, or the Smart Hub 2 via the DV platform.

The changeover would be handled robotically, but there is a lot of things that can go wrong, especially where incoming calls are concerned, as confirmed by many post on this forum.