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Bt land line cut off and migration

Sleppard — Mon, 07 Apr 2025 10:27:32 GMT

We were informed by Bt throiugh email that we would be migrated and the land line through a router and an engineer would come Equipment arrived good! Engineer never came. Very bad!

I waited all morning taking a day off work!

I rang BT was told the appt had been cancelled with out their knowlege I was transferred approx 8 times to different people and reassured that our land line would not be cut off until an engineer came .. No news from BT all week and now our Landline was cut off at the weekend despite being told it would not!! and no reassurance re our broadband either!

I rang again and told there is a problem on the account but no idea when things will be fixed, so No land line where do we go from here!

Bt what's going on?

We have been with BT over 25years and feel very cross/badly let down. Our land line is also used as a business run from home and I cannot believe no one can tell me what is going on!

Re: Bt land line cut off and migration

imjolly — Mon, 07 Apr 2025 10:51:56 GMT

if you have received a new BT router SH2 then you need unplug your existing phone from the wall socket and connect that lead to the green socket on the back of the BT router that should give you DV connection. that is all you need to do

if still no dial tone after connecting to green socket then restart router and try again

no openreach person is required for just DV switchover

Re: Bt land line cut off and migration

Sleppard — Mon, 07 Apr 2025 10:57:14 GMT

I've been told not to plug in the new router by BT

They said an engineer would be out but they never appeared and no clues as to what is happening!

Re: Bt land line cut off and migration

imjolly — Mon, 07 Apr 2025 11:01:56 GMT

if you have been moved to digital voice it will only work if you connect the new hub to internet and then connect your phone to the green socket on back of router it will not damage anything

the FAQ will help you https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

Re: Bt land line cut off and migration

iniltous — Mon, 07 Apr 2025 11:37:21 GMT

There is no need for an engineer visit for a migration to DV , you simply plug your phone into the router , if the current router is no good because it’s not a SH2 , they send you a SH2 router that you can swap out yourself ( in the same way if the original went faulty and you were sent a replacement in the post , or if you joined a different company but still using Openreach and they sent out a router for you to use ) , none of that needs an engineer visit.

Are you sure it’s a simple migration to DV as often it also includes changing to FTTP (full fibre) and that does need an engineer visit because the network is changed from Fibre To The Cabinet FTTC , to full fibre FTTP , if it’s not that , connecting the new router is needed to get DV , even if DV isn’t ready yet doing the router swap early can’t mess anything up .

The new router will have new settings , do any wireless devices will need the new router logon details, or change the new router SSID and password to match the old routers credentials, you could probably solve your issues by doing this yourself.