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Digital Voice switch over not working?

Chris_S987654321 — Mon, 10 Mar 2025 13:04:03 GMT

Hi, we swapped over to Digital Voice this morning. I have been a BT broadband customer for years, so already had a Smart Hub 2, and assumed that once Digital Voice was active, I could simply plug my phone into the phone port on the back of the Smart Hub 2.

The phone is a BT4000 twin, but now I get the 'check line cord' message on the handset, no dial tone and if I call my home number it bounces straight to Voicemail.

I had a look at the Smart Hub Manager, and the phone icon shows as 'Not configured'.

Have I missed something here, do I just need to wait a little longer, or have BT not quite done everything to fully move me over to the new service?

Thanks,
Chris

Re: Digital Voice switch over not working?

jac_95 — Mon, 10 Mar 2025 13:07:39 GMT

Hi Chris_S987654321,

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: Digital Voice switch over not working?

WSH — Mon, 10 Mar 2025 13:18:52 GMT

When I was switched I found the hub needed a reboot to pick up the new settings. (It doesn't seem to tell you that anywhere).

Re: Digital Voice switch over not working?

Manatarms84 — Mon, 10 Mar 2025 13:45:58 GMT

On switch over day it can take up to midnight for everything to work but it is always worth a reboot of the hub or even a factory reset (by holding the reset button down with a pin or pen till the light goes from blue to green)

Re: Digital Voice switch over not working?

Chris_S987654321 — Mon, 10 Mar 2025 20:56:24 GMT

Thanks, I'll give it a few more hours and then reboot the router tomorrow morning and see what that does!

Re: Digital Voice switch over not working?

WSH — Mon, 10 Mar 2025 21:32:23 GMT

Just keep in mind if you do a full factory reset it will clear any custom settings you've put in, (and any phone contacts, although I suppose that's not relevant if it isn't working yet).

Re: Digital Voice switch over not working?

TimCurtis — Tue, 11 Mar 2025 10:25:10 GMT

@Chris_S987654321

Just bear in mind the above post and remember that settings for the hub and for contacts can be backed up and later restored if a factory reset is required.

Re: Digital Voice switch over not working?

Chris_S987654321 — Tue, 11 Mar 2025 14:56:14 GMT

I waited until lunchtime, and did a full factory reset on the hub.

And it's made absolutely no difference at all. I'll give it until tomorrow to see if the digital voice settings get picked up and applied, but after then, what are my next steps?

Re: Digital Voice switch over not working?

imjolly — Tue, 11 Mar 2025 15:03:16 GMT

you can phone CS 03301234150

or you can try message us here https://www.bt.com/help/contact-bt/technical-support/full-fibre

Re: Digital Voice switch over not working?

Chris_S987654321 — Tue, 11 Mar 2025 21:09:46 GMT

I did an Instant Message Chat with the helpdesk and they looked at my set up, got me to try connecting the phone again, and I assume checked some things in the back end. However, they also mentioned some issues with their remote tools, but it wasn't clear if that was an issue at their end or mine...

So this evening I had a look at the Smart Hub 2 Manager, which still shows as 'Not configured' for voice. However, I also checked status and the firmware updated date. It reads:

Firmware version: v0.17.01.12312-BT
Firmware updated: 9-Jul-2020

I assume I should have expect an update or two to the Hub over that time?

Could that be the issue here, for some reason my Hub isn't pulling down firmware / settings? And if so, how do I get it 'unstuck'?

Re: Digital Voice switch over not working?

licquorice — Tue, 11 Mar 2025 21:16:43 GMT

You can't force an update to the hub. As it hasn't updated since 2020 you can only assume the hub is faulty. Call customer services and report the problem and request a replacement hub.

Re: Digital Voice switch over not working?

Chris_S987654321 — Wed, 12 Mar 2025 08:39:39 GMT

So, last night before I went to bed I factory reset the hub again (this time using the Hub Manager software, rather than pushing the physical reset button). And this morning, I have a dial tone on my phone and the number is all registered!

The firmware is another issue, but I will tackle that one another time...

Thanks everyone for the pointers and the help.

Chris

Re: Digital Voice switch over not working?

WSH — Wed, 12 Mar 2025 10:31:56 GMT

That is way out of date. Latest version is v44.

Even a spare SH2 I bought 18 months ago had v37 on it initially and updated right away. It is possible that that version is so out of date it's not able to update to the latest version in one go. As Licquorice says, phone CS and request a replacement. If nothing else, being that far out of date could be a security liability.