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Phones won't connect to hub.... they were working

Storm_Force — Mon, 21 Apr 2025 11:14:43 GMT

I have 2 digital voice phones that have been working great. The other day I noticed both phones displaying "No connection to hub"

Tried reconnecting using the WPS button, nothing

Tried reconnecting using the hub manager, nothing

Reset both phones , rebooted hub, nothing

Anyone any idea why the won't connect to the hub?

Re: Phones won't connect to hub.... they were working

jac_95 — Mon, 21 Apr 2025 11:17:39 GMT

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Re: Phones won't connect to hub.... they were working

iniltous — Mon, 21 Apr 2025 11:36:00 GMT

Batteries

Re: Phones won't connect to hub.... they were working

imjolly — Mon, 21 Apr 2025 12:15:45 GMT

from numerous previous posts sound like you need to replace the cheap rechargeable batteries that come with the phones. often display shows fully charged but batteries are faulty

this post may help https://community.bt.com/t5/Home-phone-including-Digital/How-to-replace-batteries-in-a-BT-Advnced-Digital-Home-Phone-with/td-p/2304347

Re: Phones won't connect to hub.... they were working

Storm_Force — Mon, 21 Apr 2025 12:19:54 GMT

So both phones which are two months old , showing fully charged, both of which now won't connect is battery related?

Re: Phones won't connect to hub.... they were working

licquorice — Mon, 21 Apr 2025 12:33:29 GMT

Quite probably.

Easily verified by replacing the batteries temporarily with new alkaline batteries but don't put the handset on the charging base whilst they are fitted.

Re: Phones won't connect to hub.... they were working

imjolly — Mon, 21 Apr 2025 12:33:10 GMT

just try replacing rechargeable batteries with standard batteries to see if that solves your problem just don't put phone on charge

Re: Phones won't connect to hub.... they were working

Storm_Force — Mon, 21 Apr 2025 18:51:21 GMT

OK I've done the following now:

Changed batteries - no difference

Removed registered phones from hub manager- no difference

I took both phones to my parents who have DV and they registered straight away so this rules out an issue with the phones completely.

So appears to be a hub issue? Hub says "Service ready"

Re: Phones won't connect to hub.... they were working

imjolly — Mon, 21 Apr 2025 19:49:15 GMT

Have you tried a factory reset of the hub and see if phone will now connect to hub

Re: Phones won't connect to hub.... they were working

iniltous — Mon, 21 Apr 2025 20:44:38 GMT

Have you got a corded phone or a DECT base station and associated cordless handsets you can plug directly into the SH2 phone socket to see if you have any telephony ? , it’s possible the DECT base station built into the hub is faulty hence why your service specific BTDV handsets stopped working at the same time .

You don’t need to use BTDV handsets with BTDV though , any modern phone will work , FWIW , if it’s the DECT base station in the SH2 , it’s pretty uncommon problem , the most common issue is the rechargeable batteries in the DV handsets , not the hub itself.

If you do have a corded phone and it also doesn’t work connected to the hub , even if the hub reports that DV is activated, it may be a remote problem you need to report to BT .

Re: Phones won't connect to hub.... they were working

Storm_Force — Sun, 27 Apr 2025 11:40:14 GMT

So just an update:

Reset hub - still won't connect.

Plugged a DECT phone into hub and DV is working on that.

Rang BT tech help, guy was very helpful done various things, couldn't understand why the phones won't connect either.

Tech unable to send replacement hub as I'm out of contract, asked if I wanted to recontract, I said no as I'm getting a better price out of contract and no affected by the £3 per year rise as on old terms.

I said thats fine just cancel voice as its a seperate service, told no I can't do that unless I recontract for 24 months broadband only.