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Smart Hub 2 , Digital Voice, BT8500

ColinS2 — Tue, 01 Apr 2025 16:41:45 GMT

I've just been migrated to Digital Voice. Smart Hub 2 is working fine. I plugged the base unit of the 8500 into the hub. The hub has recognised both handsets. The phones are working fine. I can receive and make calls. However, There is no dial tone, which is a bit puzzling. I tried with an older phone, a BT Relate 600 and it works perfectly too and there is a dial tone. The The 8500 had a dial tone before Digital Voice, so the problem seems to be with the 8500. I've tried various things like powering off and resetting the hub, powering off the 8500 base unit, but no luck. As I said both 8500 handsets are working, but it would good to have the reassuring dial tone back. Anyone have any ideas?

Re: Smart Hub 2 , Digital Voice, BT8500

jac_95 — Tue, 01 Apr 2025 16:42:39 GMT

Hi ColinS2,

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: Smart Hub 2 , Digital Voice, BT8500

imjolly — Tue, 01 Apr 2025 17:24:31 GMT

Have you checked there is no messages on the answering machine 1571?

Re: Smart Hub 2 , Digital Voice, BT8500

ColinS2 — Tue, 01 Apr 2025 18:19:15 GMT

Thanks for your quick response. Unfortunately 1571 is empty.

Re: Smart Hub 2 , Digital Voice, BT8500

Leanne_T — Wed, 02 Apr 2025 12:00:10 GMT

Hi @ColinS2

Thanks for coming to the community.

If you have no dial tone on this phone, please give us a call and the team can check everything is set up correctly at our end and run through some troubleshooting with you.

Let us know how you get on 🙂

Leanne.

Re: Smart Hub 2 , Digital Voice, BT8500

ColinS2 — Thu, 03 Apr 2025 06:05:54 GMT

Hi Leanne.

Thanks for your reply. As I said, the internet and in/out calls and ringing all working fine with 8500. And if I use the old Relate 600, I get a dial tone. Puzzling! What number should I call?

Regards

Colin

Re: Smart Hub 2 , Digital Voice, BT8500

pddco — Thu, 03 Apr 2025 06:53:47 GMT

@ColinS2

Noticed you’ve said that ‘the hub recognises both [8500] handsets…’

I’m assuming you’ve plugged the 8500 base unit into the Smart hub. In which case there’s no need to pair the handsets with the hub at all..

I’m wondering if the hub is getting confused in that it’s seeing both the 8500 base unit and the individual handsets wanting to make a call at the same time?

Re: Smart Hub 2 , Digital Voice, BT8500

Michael_D — Thu, 03 Apr 2025 09:26:40 GMT

Hi @ColinS2

If you do need to call, you can find all of the contact details for our tech guides on our Contact Us page.

Michael

Re: Smart Hub 2 , Digital Voice, BT8500

ColinS2 — Sun, 06 Apr 2025 18:01:16 GMT

Yes that puzzled me, although the phones worked. I deregistered them in the Hub Manager, and now the only thing listed under Phone is Adapter 1. The base unit is plug into the adapter. I've tried it at the Smart Hub too, but still no success with dial tone. Otherwise phones are working fine. The old Relate 600 gives a dial tone when plugged into the Hub, and when plugged into the adapter.

Re: Smart Hub 2 , Digital Voice, BT8500

Anonymous — Sun, 06 Apr 2025 19:05:03 GMT

Some older phones have required the addition of a microfilter to the SH2 to provide the ring wire. I'd be surprised if the 8500 required that but no harm trying if you have one kicking around.

Re: Smart Hub 2 , Digital Voice, BT8500

pddco — Sun, 06 Apr 2025 19:35:37 GMT

I have the 8500 setup and DV. Works fine plugged into the hub and into an adapter. All I had to change were the number of rings ( set it to max) before the messaging service cut in, so that the base station answered the call if needed.

Re: Smart Hub 2 , Digital Voice, BT8500

pddco — Sun, 06 Apr 2025 20:10:59 GMT

@ColinS2

Very odd indeed. Just to keep me sane could you try:

Unplugging the adapter and the 8500 base unit, possibly restart the hub, and seeing if the 8500 handsets make a call / get dial tone / receive a call. They shouldn’t do.
Plugging the 8500 base unit into the hub and seeing if the 8500 handsets make a call / get dial tone / receive a call . They should do. If not, check they are registered with the base unit or re- register them, and try again.

Re: Smart Hub 2 , Digital Voice, BT8500

pddco — Mon, 07 Apr 2025 07:03:29 GMT

@ColinS2

You may very well find you’ve still got a phone service to your old master socket. It’ll be a different number but there should be dial tone.
Try plugging your relate phone into that and check you’re getting dial tone.

If you do get dial tone then try plugging your 8500 base unit into there and seeing if you get dial tone on your handsets. So it’s like you had before the change to DV.

Let us know how you get on.