This topic

Digital Voice not configured on Hub

DVoid — Sat, 11 Mar 2023 16:41:31 GMT

I am a customer for broadband and landline. On renewing the contract I was told that the landline would change to DV and a date of 22nd Feb was arranged. On that day DV wasn't activated and the analogue line was switched off. Contacting BT resulted in being told that the order was stuck in the system and would be completed in a week. Meanwhile, no phone!. On 2nd March the order was shown on my account page as complete. Still no phone and the home page of the HUB still showed "phone not configured". Contacting BT I was told it was problem getting data for the download, but an appointment was made for 7th March for an engineer to visit on site and he could download from a laptop. On the 7th an Openreach Network engineer showed up having been told there was a broadband fault, in spite of BT being told multiple times by this point that the broadband was fine. The engineer confirmed this and went away, since he knew nothing about configuring the Hub.

After again contacting BT a new order was raised on the 7th March and I was told that it would be fixed firstly by the 10th, then by the 14th March. Meanwhile I have discovered that anyone dialling in on our landline number goes immediately to BT voicemail. We never previously had this so there is no PIN set up. This can only be done from the landline. Consequently, anyone phoning thinks they've left a message and we have no way of knowing, let alone responding!

Yesterday we received a text from BT Order Management Team saying they need to do a survey outside our house which can take up to 30 days! The problem is NOT in the line...the Hub simply needs to be configured to make the handset work ( which incidentally is properly linked to the Hub).

I have zero confidence, due to evidence of complete confusion in BT, that the configuration will be achieved by the 14th. Why can't they just send a new HUB already configured for our number?

With analogue you could just plug in any old phone provided there was a line!

Re: Digital Voice not configured on Hub

jac_95 — Sat, 11 Mar 2023 16:42:06 GMT

Hi DVoid,

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.

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: Digital Voice not configured on Hub

imjolly — Sat, 11 Mar 2023 17:01:43 GMT

Have you tried a factory reset of the hub in case there is an update not installed correctly?

If reset does not help then phone FTTP TEAM and see if they can help get DV activated 08005874787

Re: Digital Voice not configured on Hub

Les-Gibson — Sat, 11 Mar 2023 17:20:15 GMT

So your broadband is working, it's just your landline that isn't?

If that's right and you have been supplied with an SH2 hub then you will find a green sticker on the back of it (the SH2), remove that and try plugging your old phone (analogue or Dect) in the socket behind the green label and see if it works

Re: Digital Voice not configured on Hub

TimCurtis — Sat, 11 Mar 2023 18:17:53 GMT

@DVoid

I had the same problem but a factory reset resolved it immediately.

Re: Digital Voice not configured on Hub

DVoid — Sun, 12 Mar 2023 09:55:14 GMT

Yes, broadband is fine but can't access the landline.

Thanks for your suggestion but I did plug a standard phone into the SmartHub2 from the outset. It doesn't work. The main point is that the Hub webpage shows the status "phone not configured"

Re: Digital Voice not configured on Hub

DVoid — Sun, 12 Mar 2023 10:01:45 GMT

Hi
Thanks. I did just try a factory reset but still shows that the phone is not configured. However it now shows BT wifi activated, which I didn't want. How do I turn this off?
I don't have fibre to the premises. Would the FTTP team be able to help?

Re: Digital Voice not configured on Hub

imjolly — Sun, 12 Mar 2023 10:32:03 GMT

the FTTP TEAM also deal with DV

Re: Digital Voice not configured on Hub

Les-Gibson — Sun, 12 Mar 2023 10:37:48 GMT

@DVoidwrote:
Hi
Yes, broadband is fine but can't access the landline.
Thanks for your suggestion but I did plug a standard phone into the SmartHub2 from the outset. It doesn't work. The main point is that the Hub webpage shows the status "phone not configured"

It may not be an OR problem, I did a search on 'phone not configured' from the search bar above and found this

https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-Not-Configured-On-Hub-BT-can-t-seem-to-fix-it/m-p/2240987#M85085

Re: Digital Voice not configured on Hub

Lijaloo — Sun, 12 Mar 2023 15:03:24 GMT

I moved to digital voice on Wednesday and like you the hub was showing the phone as not configured. I have just come of online chat and it is now working perfectly. Didn't take long either. Might be worth giving it a try I went via the website help and support/contact BT/technical support/fix landline. Then chose message us.

Re: Digital Voice not configured on Hub

DVoid — Sun, 12 Mar 2023 15:22:07 GMT

Hi
Thanks. I have up to now used the adviser phone contact, about 8 times, and been directed to Ireland, Scotland and Yorkshire on different occasions. Plus point is you get through quickly and people try to help. Negative point, none of them have so far. However there are some potentially useful alternative routes suggested here, including yours, so I will try those.
Appreciate the help.

Re: Digital Voice not configured on Hub

DVoid — Tue, 14 Mar 2023 09:35:11 GMT

Yesterday, 13th march, the SmartHub2 got configured and everything is now working.
Thanks again for the suggestions.

Re: Digital Voice not configured on Hub

dansus — Tue, 14 Mar 2023 11:38:43 GMT

I had a similar issue, how was it resolved?

Re: Digital Voice not configured on Hub

DVoid — Wed, 15 Mar 2023 14:12:34 GMT

I didn't have a chance to try any of the suggestions posted here. The phone just started working on the 13th with a call from BT and the HUB showed it had finally been configured. I guess earlier persistence in calling advisers eventually bore fruit.

Re: Digital Voice not configured on Hub

DVoid — Mon, 26 Jun 2023 11:33:23 GMT

Just a quick footnote to this topic.
We were without a phone for about 3 weeks and there is supposed to be automatic compensation for loss of service. Needless to say this didn't happen even after checking over a couple of billing periods. Eventually had to pursue this by phoning up and did get it sorted out.

Re: Digital Voice not configured on Hub

DVoid — Mon, 11 Mar 2024 12:26:46 GMT

Deja Vu

On Tuesday 5th March our broadband and phone went down. I contacted the BT Help webchat to find out what happened and went through the rigmarole of identity and basic checks, including instructions on a factory reset. I foolishly allowed myself to be persuaded to do this in spite of fearing that it would lose the phone configuration on the hub ( which had been so difficult to get set up originally ). I was assured that this would come back up with the broadband. Sure enough the phone config was wiped. It then transpired that the issue was a local exchange fault on Openreach. Broadband came back after a few hours...but not the phone.

This led me once more into the surreal world of BT customer services, including an unnecessary engineer visit, contact with about 6 different advisors, fault report listing the wrong issue and being closed out as reported by us to be fixed when the opposite was the case, promised phone calls which never happened etc.

Bizarrely the engineer visit was on the exact 1 year anniversary of this happening originally. The point of this post however is to share some things learned when DV has not been automatically installed originally.

The hub cannot be configured locally on site. No visiting engineer has the means to do this on the hub. The configuration has to be downloaded to the hub by someone in BT Central with the magic code....and this needs to be insisted on.

If you had problems getting set up initially...DO NOT do a factory reset without very careful consideration.

Also be aware that if you change the hub for any reason, due to a fault for instance, you might not get it configured unless the primary issue of associating the phone with the broadband connection has been fixed.

On Saturday 9th March , still with no phone, I had a long interaction with a first level advisor by webchat and remarkably, but true to her word she got it fixed (Thank you). Phone restored by the next morning.

Hope the account of these experiences helps

Re: Digital Voice not configured on Hub

iharding1066 — Wed, 05 Jun 2024 10:27:37 GMT

How did they configure it

Re: Digital Voice not configured on Hub

DVoid — Wed, 05 Jun 2024 12:25:48 GMT

I don't know exactly which part of BT does the configuration but the important thing is that this can only be done remotely by someone which the correct code to download to the hub.

If your hub web page shows "Phone not configured" or similar, and your broadband is working fine then they have failed to associate the broadband connection with your digital voice service. There is then no point in an engineer visit and you have to insist that the configuration be downloaded. No visiting engineer can do this.

I understand that BT will want to ensure that you have done everything correctly and to verify the broadband, but if you are confident of this then an engineer's visit is a complete waste of everyone's time and simply delays getting the issue resolved.

Re: Digital Voice not configured on Hub

bobbear — Tue, 26 Aug 2025 10:49:40 GMT

I've just started along this pathway, so this is a great help. I've just migrated my fibre from Plusnet to BT just to get VOIP, (which was an absolute nightmare in itself as apparently you cannot use the 'one touch' migration system to migrate from Plusnet to BT!), and today is my changeover date and amazingly enough my broadband has migrated to my utter astonishment but the hub telephone service, (which was part of the order), is showing the dreaded 'unconfigured' in the hub status and I've no dialling tone on my DECT system. BT are supposed to be emailing me to tell me when it's configured, (as it does seem to have to be a remote configuration, as you say), but from my own experience with this lot I won't hold my breath.

Re: Digital Voice not configured on Hub

imjolly — Tue, 26 Aug 2025 11:07:17 GMT

@bobbear

you may need to reboot the SH2 for the phone to show configured