This topic

Digital changeover

Ian1157 — Fri, 08 Aug 2025 16:45:14 GMT

I’ve recently received a text from BT SMS saying my digital voice voice changeover is complete and that I should plug in my new Smarthub 2. However I have not been changed over nor received a new hub. I’ve texted BT to query this but disappointingly received no response. The landline and hub are still working as before. Does anyone have any ideas or suggestions for how to proceed? Should I just ignore it and hope they do change me over at some time?

Re: Digital changeover

imjolly — Fri, 08 Aug 2025 16:53:38 GMT

Does your SH2 have a green phone socket on back - may have a sticker you need to remove. If so then try connecting your phone to the socket and see if you get a dial tone. You can also check hub manager to see if DV is activated and your phone number is showing

Re: Digital changeover

Ian1157 — Fri, 08 Aug 2025 16:57:56 GMT

No green phone socket on back of hub. I don’t think it’s a SH2 either.

Re: Digital changeover

imjolly — Fri, 08 Aug 2025 17:02:48 GMT

It does not appear you have been moved to DV but you would be better phoning CS 03301234150 and check to see if you are getting a SH2 sent to you

Re: Digital changeover

Ian1157 — Fri, 08 Aug 2025 18:13:39 GMT

I did get to speak to someone so thanks for your advice. Still no idea why I received the initial completion text but the changeover is now going ahead.

Re: Digital changeover

Ian1157 — Wed, 13 Aug 2025 17:30:54 GMT

Last week I had an SMS off BT saying my digital changeover was complete and I should plug in by Smarthub2. I have not yet been changed over so I contacted BT who said changeover was delayed but could not say why I had received the text message. Today I have received another text from them reminding me that I need to plug in my new hub - which I do not have!! It’s very frustrating. Any advice on what I should do? Speaking to BT has actually not worked.

Re: Digital changeover

Debbie_G — Thu, 14 Aug 2025 08:26:57 GMT

Hi @Ian1157.

I know it will be confusing receiving text messages asking you to plug in a Smart Hub 2 when you havent yet been changed over. I'd recommend reaching back out to the team who will be able to check this further for you and investigate why this has been sent.

Debbie

Re: Digital changeover

Ian1157 — Thu, 14 Aug 2025 14:14:29 GMT

I did contact them but they did not know why I was receiving the SMS messages so they were no real help really.

Re: Digital changeover

Debbie_G — Thu, 14 Aug 2025 15:04:45 GMT

Thanks for getting back in touch @Ian1157.

Did the Guide you spoke to advise if they would get the texts looked into?

If this wasn't resolved during your call, the guide can open a complaint to the executive team, who will investigate the texts further. Was this done for you?

Debbie

Re: Digital changeover

Ian1157 — Thu, 14 Aug 2025 15:11:01 GMT

No, they didn't do that. They only said my changeover was showing as delayed. I have subsequently arranged to sign up with EE which should give a changeover sooner. Despite that I still received the reminder text.

Re: Digital changeover

Debbie_G — Thu, 14 Aug 2025 15:31:59 GMT

Thanks for confirming @Ian1157. Since the Guide only mentioned your changeover was delayed and didn’t raise the issue about the texts, and you're still receiving reminders despite arranging to switch to EE, I’d recommend reaching back out to the team. They can check why these messages are still being sent and make sure everything is updated correctly on your account.

Debbie

Re: Digital changeover

Ian1157 — Thu, 14 Aug 2025 16:33:17 GMT

Thanks. None of the options that appear via that number appear to relate to what my issue is I.e. digital changeover.

Re: Digital changeover

Ian1157 — Thu, 14 Aug 2025 17:13:39 GMT

Just an update here - I’ve spoken again to one of the Guides. Very helpful but still couldn’t explain why I’m receiving the texts. It remains a mystery!

Re: Digital changeover

Debbie_G — Fri, 15 Aug 2025 09:58:09 GMT

Thanks for the update @Ian1157.

I'm sorry we couldn't help you get this resolved on the community. It’s frustrating when things don’t go as expected, but fingers crossed, your digital changeover will go through smoothly soon.

Debbie

Re: Digital changeover

Ian1157 — Fri, 15 Aug 2025 12:54:33 GMT

Thanks for your help.