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Bt Digital phone issue

yorkie987 — Fri, 06 Jun 2025 19:58:31 GMT

The issue is for a friend.

Since moving to a digital service there is an issue with getting a connection to one part of the property.

Several years ago when the property was built the router was put into the attic area near the kitchen ( its a chalet bungalow ) . The reason was based on the wiring which is routed to an office which is above a garage... in other words ' hard wired'. For 17 years everything has been fine including the phone service. Recently the telephone exchange was moved to digital. They have a duo set of phones and both work fine in the main property. The issue is that they cannot get a clear reception in the office....the connection drops ( goes weak between the 2 buildings ). They also have the wi fi discs. When i tried one of the discs it will not remain on blue ..stays on orange. I've also tried to reset the discs etc. I thought about asking them to try a wifi extender but after doing some research i do not think it will be make any difference. I realize that the router is in the wrong location but my friend is not keen as he reckons it will knock out the internet service in the office. Any ideas apart from getting an engineer out to investigate.

Re: Bt Digital phone issue

Christopher_G — Sat, 07 Jun 2025 07:48:51 GMT

Hi @yorkie987

Welcome to the community.

We have some fantastic, knowledgeable users here, who may be along soon to offer some advice.

The best advice I can give right now is to speak with our Technical Support team. They'll be able to run through some troubleshooting and offer some advice/book an engineer appointment.

Chris

Re: Bt Digital phone issue

imjolly — Sat, 07 Jun 2025 07:56:09 GMT

@yorkie987

if you have read other posts you do realise that the phone connects to BT Hub using DECT not wifi

Re: Bt Digital phone issue

iniltous — Mon, 09 Jun 2025 16:26:08 GMT

On what basis do you think an engineer visit is necessary or appropriate , this issue has nothing to do with your friends provider or Openreach the network provider.

If coverage from the DECT basestation can’t reach a particular part of the property that’s the householders problem, if a previously hard wired extension socket no longer works after conversion to Digital Voice , re wiring the extension (if that’s what’s required) to be connected to the SH2 hub is also the householders responsibility not BT or Openreach .

Search voice reinjection , this is potentially something anyone can try to do themselves, it’s a simple DIY job , otherwise it’s a job for a local tradesperson.

As stated , this has nothing to do with WiFi , unless connected directly to the AH2 , wireless telephony from the hub is DECT not WiFi , so WiFi extenders, WiFi AP’s etc will not help , there may be something called DECT extenders, or possibly extended range cordless phones , again that’s the customers problem, but re wiring the socket in the office to the hub rather than the master socket/incoming copper pair will probably be the best option to re-establish telephony in the office that’s out of DECT range .

Re: Bt Digital phone issue

yorkie987 — Mon, 09 Jun 2025 20:02:58 GMT

Thanks for comments.

I do realize that it's the responsibility of the owner of the property re wiring etc. I made contact with BT and they suggested a few ways to resolve the situation. The cordless phone will not work. Currently a non cordless phone via an adapter may have resolved. When I left the property at the weekend it was working but at times it did drop out. Will see how things progress.