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DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

GARRY_AND_SUSIE — Sat, 22 Mar 2025 09:24:19 GMT

Hi,

We're getting lots of comm's from BT advising they will be switching us to DV in 10 days time.

Will BT automatically send out the required Smarthub 2?

Or do I need to chase/inform them?

We're out of contract & just rolling along on 30 day renewal currently if that makes a difference

Thanks

Re: DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

jac_95 — Sat, 22 Mar 2025 09:27:39 GMT

Hi GARRY_AND_SUSIE,

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 Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

gg30340 — Sat, 22 Mar 2025 09:32:00 GMT

If you already have a Smarthub 2 BT will not send you a new one.

if you do not have a Smarthub 2 BT will send one out to you automatically. It may not arrive until the day before the change over.

Re: DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

GARRY_AND_SUSIE — Sun, 23 Mar 2025 09:24:53 GMT

Thanks DS, there's no compatible smart hub here so they'll need to provide one.

> ... BT will send one out to you automatically. It may not arrive until the day before the change over.

A day before switch over is a bit short notice for my liking, we might be out & unable to accept to accept the parcel for example - it's not always convenient to go to the post office to collect either.

I'll give them a call, thanks again.

Re: DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

iniltous — Sun, 23 Mar 2025 09:48:59 GMT

I think the box the router comes in fits inside a regular letterbox

Re: DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

GARRY_AND_SUSIE — Tue, 01 Apr 2025 09:48:04 GMT

> I think the box the router comes in fits inside a regular letterbox

Unfortunately not - the box dimensions are 74 mm High x 177mm Wide x 350mm Long

It's the height at 74mm that causes the problem, parcel companies usually specify half that at 35 - 37mm if you need to allow letterbox delivery.

But I was in to receive it........

Unfortunately other problems exist, i.e. I haven't received the DV adaptor, and despite speaking to BT on 3 occasions and them agreeing to defer the switchover for 30 days they sent me an e-mail yesterday saying it was happening over the next 48 hours????

& they've now switched my phone off!

BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 10:09:43 GMT

I posted on here 22nd March asking when I would receive digital voice equipment, hearing that it may be as late as a day before switchover I gave BT a call.

1) They had no record of me needing a new modem/router - despite the last one that they supplied me with direct being an old "Home Hub"

2) They agreed to send me the required equipment including the required DV adaptor.

3) They agreed to defer switchover by 30 days until the equipment arrived.

The router arrived but no DV adapter,
I called again a further twice to chase it as the adaptor order is still showing "PENDING"

BT e-mailed me yesterday saying the switchover would be happening in the next 48 hours
DESPITE AGREEING TO DEFER IT FOR 30 DAYS

Half an hour ago my phone line went dead!!

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

jac_95 — Tue, 01 Apr 2025 10:12:39 GMT

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

imjolly — Tue, 01 Apr 2025 10:13:26 GMT

have you connected your new SH2 and checked if DV working by connecting phone to green socket on back of hub?

if nothing then check hub manager see if phone number showing and if DV activated

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 13:15:24 GMT

> have you connected your new SH2 and checked if DV working by connecting phone to green socket on back of hub?

> if nothing then check hub manager see if phone number showing and if DV activated

I have borrowed a phone from a neighbour as all of my handset & base unit cabling is clipped to skirting boards, around door frames, etc.

The test phone works when connected to the green socket on the smart hub 2, the router shows the DV service as ready & the phone number is displayed correctly.

Neither of these actions have rectified my problems above?

1) BT has failed to deliver my Digital Voice adapter before switching off my AV service?

&

2) BT has made changes to a service that they agreed to postpone for another 3 weeks?

Do you have any suggestions how to escalate these problems please, preferably online as I'm about to return the test phone to my neighbour.

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

HHGTTG — Tue, 01 Apr 2025 13:24:42 GMT

You could buy a cheap corded phone from Amazon for about £8! I always have one or two cheap non fancy spares in a cupboard 😁

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

imjolly — Tue, 01 Apr 2025 13:35:21 GMT

@GARRY_AND_SUSIE

I didn't expect my suggestions to fix the problem only to confirm DV installed and active which it has done

you can try text 'ADAPTER' to 61998 of phone Cs 03301234150 and request one

or try message now in billing and see if they can help https://www.bt.com/help/contact-bt/account-and-billing/broadband

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

iniltous — Tue, 01 Apr 2025 13:54:53 GMT

Every other Communication Provider (CP) apart from BT simply provides IP telephony via the router , no adapter to convert a wired phone into a defacto DECT phone , you are left to sort out any issues yourself, at least BT provide a BTDV adapter but they are not automatically provided as many (probably most) would have no need for one , you have to request one .

As far as a ‘promise’ to delay for 30 days , that was probably something that so late in the process shouldn’t have been offered.

As far as BT changing anything , the only difference BT telephone provision is it’s now an IP service delivered via the router , when you were on PSTN telephony , if your own phones or extension wiring were faulty , it would be your responsibility not BT or Openreach , and strictly speaking it’s your responsibility to connect your devices to the hub , either wired or wirelessly.

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 14:12:25 GMT

I'll no doubt have one in the "telephone stuff" box on a shelf in the garage without making Mr J Bosos richer.
However the shelf is above a car, & the car is on axle stands with the wheels away getting refurbed. GRrr....

Even then it would mean running downstairs every time the phone rings - so I'm going out to buy a couple of 10m phone extension cables from Toolstation instead.

RE BT's mess up

I'm currently talking to a lovely helpful lady in Belfast who can see that something has definitely gone wrong / got stuck in their system (& possibly lost in translation re. the first guy I spoke to Re the 30 day delay & DV adaptor).

She's one of the people they employ who inspire you with confidence & faith that she'll do her best to try to sort out BT's error. (She's still relatively new and keen bless her 🙂

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 15:09:39 GMT

> I didn't expect my suggestions to fix the problem only to confirm DV installed and active which it has done

Evidently the DV going live should have made the DV switchover order "go complete" & have triggered the sending of the DV adaptor? (which seems a bit late to me?)

> you can try text 'ADAPTER' to 61998 of phone Cs 03301234150 and request one

I called on the 26th, when I took delivery of the new router - MINUS the DV adaptor.
The "2nd" DV adaptor order that the CS agent raised during that call & is the one that is held up & needs "bridging".

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

licquorice — Tue, 01 Apr 2025 15:14:21 GMT

The DV adapter is a bonus extra and is not strictly required to provide a service as the hub has a built in ATA (analogue telephone adapter).

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 15:23:23 GMT

> they are not automatically provided as many (probably most) would have no need for one , you have to request one .

Which I did... twice.

> As far as a ‘promise’ to delay for 30 days , that was probably something that so late in the process shouldn’t have been offered.

Maybe. - I didn't push the "blame" angle & ask for reasons with CS on the phone today, I just want everything resolved.
The first agent who promised the delay was so heavily accented that I assumed English wasn't their first language & they may have misunderstood / misspoken.

> and strictly speaking it’s your responsibility to connect your devices to the hub , either wired or wirelessly.

& that's fine, but promising customers that the interconnecting equipment will be sent out & not dispatching it whilst turning off an existing working service despite a promise to delay switchover is something else entirely.

e.g. if I knew the adaptor wouldn't be shipped until the order completed then I would have bought the 2 x 10m telephone extension cables at my leisure & not had to rush about this afternoon.

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

GARRY_AND_SUSIE — Tue, 01 Apr 2025 15:58:24 GMT

> The DV adapter is a bonus extra and is not strictly required to provide a service as the hub has a built in ATA (analogue telephone adapter).

"bonus extra" & "not strictly required" or not - it was clearly promoted, advertised, promised to me twice - and then not delivered.
Every promised "Bonus item" (without a get-out rider e.g. only while stocks last) still forms a legal part of any contract entered into.

Additionally it is a "bonus" that is necessary to me, & that I relied upon receiving prior to switchover to avoid disruption to my previously working installation & wiring configuration.

As per their own orders portal :- "Your equipment will be dispatched to arrive before the activation of your service."
but currently still showing - "AWAITING DISPATCH" & "DELAYED"

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

gg30340 — Tue, 01 Apr 2025 16:23:24 GMT

Are you sure that you actually require an adaptor?

Unless I have missed it nobody at present knows about your actual phone set up.

Can you give an insight into that prior to getting DV, ie how was is your broadband delivered, is it Full Fibre or is it delivered through your telephone master socket and if it was, was your BT hub and phone connected to the same phone socket?

Is your phone a cordless phone with a DECT base station?

Do you have any telephone extensions and if so are the phones plugged into an extension phone socket or are they also cordless phones?

Re: BT has Switched AV "off"before sending DV equipment. Order still shows PENDING

HHGTTG — Tue, 01 Apr 2025 16:30:42 GMT

Surely the point of that DV Adapter is to enable one to have your house phone not plugged into the SH2 where it may be inconvenient to do so?

You can pair the Adapter with the SH2 and then power it up elsewhere and plug your house phone into that, whether it be a DECT answerphone with extra handsets or a simple corded phone.