This topic

Full Fibre installed now no telephone service or BT TV Apps

Attheend — Mon, 17 Mar 2025 18:39:53 GMT

Full Fibre installed this morning, now there is no telephone in or out though there is a dial tone but when a number, any number, is dialled the BT voice comes on and says this number is not available. When trying to dial the number from a cell phone there is a ringing sound on the cell phone but not on the landline phone. Also, the Apps on the BT TV are not available. Has anyone else had this problem ? If so, what do I do next?

Re: Full Fibre installed now no telephone service or BT TV Apps

licquorice — Mon, 17 Mar 2025 19:39:09 GMT

Where is your phone plugged in? If you have moved to full fibre you will also have been moved to Digital Voice. The phone needs to be plugged into the green socket at the rear of your Hub.

Re: Full Fibre installed now no telephone service or BT TV Apps

imjolly — Mon, 17 Mar 2025 19:39:24 GMT

Have you tried resetting the SH2 to see if that helps if not you need to phone CS 03301234150

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Mon, 17 Mar 2025 20:56:38 GMT

Have spent over 2 hours with BT. Nothing is working as it should. I am hanging up my keyboard for the night. Thank you for your help.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Mon, 17 Mar 2025 20:58:33 GMT

No remedy at the moment. I am stopping for the night, will try again tomorrow. Thank you for helping.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 13:49:14 GMT

OK, here is what has happened so far: BT said in order to maintain a landline I have to go to VOIP. As there is wretched mobile reception here, sometimes can only get a signal outside in the middle of the front garden, I agreed. This meant full fibre had to be installed. The engineer came yesterday. He said the room where the router (hub) and computer live wasn't suitable as the glass in the full fibre is so fragile it can't take many turns without breaking. So I agreed to have him instal the equipment on the landing just where the fibre would come into the house. He said I could still have a landline next to the computer with the use of adapters. Now this is how the equipment is currently set up:

Power Cord in back of hub and other end into extension cord

Red Ethernet Cable plugged into yellow port 4 and other end into the middle port on the modem

White plugged into 1st modem light and extension cord

Green plugged into 3rd modem light and Openreach White small box on wall

DSL filter plugged into Green phone port on hub and old phone socket on wall.

There is a dial tone on the phone in the computer room but it will not receive nor make calls. This is a bit of a bind. The broadband is seemingly working fine except there is no reception on the television of the BT (EE whatever) Apps. The box is set up with mini-connectors as the reception when the BT2 hub was rolled out fell by about 50%. BT sent a booster (round with blue light) which was supposed to be close to the hub. The hub is now on the landing and the booster still where it's always been. One of the mini-connectors has all the blue lights but the other one does not. They have been reset and I spent over 2 hours last night on the BT chat line which was futile. So I am once again asking for help from the BT Community. BT is sending out adapters and have raised a complaint on my behalf. What I would really like is a knowledgeable engineer to come out and sort the whole mess.

Re: Full Fibre installed now no telephone service or BT TV Apps

imjolly — Tue, 18 Mar 2025 14:03:28 GMT

if you connect your phone directly to the green socket on back of SH2 does it work? make/receive calls?

openreach won't sort out your internal connection as long as you get a phone working from hub green socket

Re: Full Fibre installed now no telephone service or BT TV Apps

licquorice — Tue, 18 Mar 2025 14:09:05 GMT

There's so many things wrong here.

You didn't need to have full fibre to get Digital Voice (VoIP).

Fibre is not that fragile, the installer couldn't be bothered to site the hub in a better location.

Filters are no longer needed anywhere if you have DV

Have you tried rebooting the hub?

Does the hub manager show your phone number or does it show ' not confgured'?

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 14:18:09 GMT

I took out the DSL filter and tried to connect a phone but the telephone plug won't fit into the port.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 14:23:35 GMT

The hub manager shows the correct phone number. I thought the filter was an anachronism but then I'm not an engineer.

Re: Full Fibre installed now no telephone service or BT TV Apps

licquorice — Tue, 18 Mar 2025 14:26:03 GMT

The green phone socket at the rear of the hub is the same as the phone socket on the filter so not sure why your phone plug won't fit.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 15:11:08 GMT

The phone plug is much smaller than the DSL filter plug and green port receptacle. I scouted around in the garage and found an old novelty phone, removed the filter and installed the novelty phone (golf bag & clubs) and it works perfectly. The phone with the small plug is plugged into the old BT Master Socket in the computer room and fits perfectly. It gets a dial tone but gets the squawking sound after about 6 numbers dialled and will not accept calls in.

Re: Full Fibre installed now no telephone service or BT TV Apps

imjolly — Tue, 18 Mar 2025 15:19:27 GMT

if your phone works in the green socket on back of hub then DV is active and your old connection at master socket is probably disconnected

Re: Full Fibre installed now no telephone service or BT TV Apps

licquorice — Tue, 18 Mar 2025 15:39:45 GMT

So you are plugging the phone into the router socket of the filter rather than the phone socket. That in itself shouldn't be a problem but your phone plug might have non standard wiring.

No idea how your phone was working previously when plugged into your master socket.

Basically your problem is that your phone has an rj11 plug rather than a BT431 plug.

Re: Full Fibre installed now no telephone service or BT TV Apps

iniltous — Tue, 18 Mar 2025 15:47:13 GMT

As stated , you don’t need a DSL filter , the landline phone line cord plugs directly into the SH2 phone socket , when making an outgoing call you need to dial the full national number including the STD code , no short codes ….the ONT Ethernet port plugs into the 4th Ethernet socket on the SH2 and ‘full fibre mode’ needs to be set to ‘On’ in the SH2 settings .

When you have correctly connected like this , even if that means temporarily moving the router to be near the ONT , make outgoing test calls and make a call from your mobile to your landline number …..it’s impossible to know if the issues you are facing are entirely your mis operation or a mixture of your mis operation and a porting issue ( a porting issue may affect your ability to receive incoming calls from some sources )

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 17:53:53 GMT

BT says they are sending adapters that will enable the old phones that now will not work to work on the new VOIP installation.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 17:55:50 GMT

I removed the filter which the BT engineer had put into the phone socket on the router. Then I plugged the phone into the phone socket on the router.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 17:59:58 GMT

Any mis-operation is not on my part. Everything has been installed by BT and all I have done is try to use it.

Re: Full Fibre installed now no telephone service or BT TV Apps

Attheend — Tue, 18 Mar 2025 18:38:54 GMT

There is still a dial tone on the phone connected to the master socket though no calls can be made nor received.

Re: Full Fibre installed now no telephone service or BT TV Apps

iniltous — Tue, 18 Mar 2025 18:48:53 GMT

I find it hard to believe that the BT tech connected a DSL filter to the phone and plugged that filter into the router but whatever …..
The old master socket is redundant, it’s pointless having anything connected in there , if you have any wired extension sockets they too become as redundant as the master socket , unless you readjust your extension wiring ( this is your responsibility not BT’s ) to connect the extension sockets the the router phone port .

If you asked for DV adapters then you don’t obviously need these extension sockets.

You haven’t indicated if you have connected a phone directly to the SH2 socket without a filter , and made any outgoing calls , or received any incoming calls with the phone connect correctly .