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Phone line extension permanently engaged

Syb64 — Sun, 07 Sep 2025 21:08:49 GMT

My home phone has an extension in a bedroom which has worked previously but now has a permanent engaged tone instead of a dialling tone. I cannot phone out or receive a call with it. The main phone in the house is working fine.

Re: Phone line extension permanently engaged

iniltous — Mon, 08 Sep 2025 12:09:15 GMT

Extension phones are not your providers responsibility , assuming BT are your provider, (otherwise why post here ) this isn’t a BT issue (or an Openreach one either ) ….if it is a wired extension , it’s possible the phone itself is faulty or the extension socket or the wiring (cabling) to the extension socket is damaged/faulty .

If your purpose posting here is to try and get the extension phone working again , the first thing to try is a different phone ( a known working one ) in the extension socket to prove if it’s the phone or the wiring , if a known working phone has the same issues , then the wiring /socket are likely to be the issue , obviously if a different phone works, then the original phone is faulty.

If your extension phone is a cordless phone , obviously it can’t be wiring or an extension socket .

Re: Phone line extension permanently engaged

chrisjp — Mon, 08 Sep 2025 13:47:34 GMT

You don't say whether your phone service is provided by the older landline PSTN system or whether you've been migrated to digital voice (DV).
We also need to know how your phone extension is connected - by wiring from the phone master socket, or (if you have DV) via a BT supplied DECT adapter, or is it a cordless extension from a master unit plugged into the master socket or (if DV) into the green socket in the back of your Smarthub 2?

Re: Phone line extension permanently engaged

Syb64 — Tue, 09 Sep 2025 10:46:42 GMT

Thank you, sorry I had not given enough information:

We have been digital for a number of months and we were provided with a plug in Digital Voice Adapter V2 which, until last week, worked perfectly. The plug in adapter has a green light flashing on the front. I have switched it all off and on again a number of times but we still have the engaged tone on the extension phone. It will not ring out or receive a call.

Re: Phone line extension permanently engaged

Alex_H — Wed, 10 Sep 2025 11:11:53 GMT

Hi @Syb64,

Welcome to the BT Community

If the green light on the front is flashing , try unpairing and repairing the adapter to the hub. Follow the steps on our help page for de-registering an adapter, then once done follow the steps for pairing the adapter to the hub and see if it works.

Alex

Re: Phone line extension permanently engaged

Syb64 — Wed, 10 Sep 2025 13:10:42 GMT

Thankyou - I have done as you have instructed. I have put the 192.168.1.254. into the browser which takes me to the EE App on my phone. The instructions then state to select the phone tab but nowhere can I find the phone tab.

I have requested help from the App but this has not been forthcoming.

Consequently I have ground to a halt in trying to fix this, sorry. Is there anyone I can actually speak to please?

Re: Phone line extension permanently engaged

iniltous — Wed, 10 Sep 2025 13:41:59 GMT

Are you a BT customer or an EE customer ?

Re: Phone line extension permanently engaged

imjolly — Wed, 10 Sep 2025 13:43:44 GMT

entering 192.168.1.254 into your browser address bar should take you to your router hub manager not the app when in hub manager your should see phone and then be able to de-register the adapter

Re: Phone line extension permanently engaged

Syb64 — Wed, 10 Sep 2025 14:13:37 GMT

I finally got to actually speak to a nice lady who helped me resolve the issue in under 5 minutes.