This topic

Digital Voice stopped working

Roberto21 — Mon, 15 Dec 2025 16:12:16 GMT

Hello,

I was wondering if anyone could help, as I am fairly clueless on this sort of stuff. We have been on Digital Voice with no problems for a while now, but today I noticed I was getting no dial tone and on checking, the phone line adaptor was flashing red (the hub is upstairs, the adaptor/phones downstairs). I have tried re-pairing the two devices and moved the adaptor closer to the hub, but just the same - a flashing red light on the adaptor. Broadband is currently working fine. Would anyone have any suggestions. Thanks in advance for any help.

Re: Digital Voice stopped working

licquorice — Mon, 15 Dec 2025 16:24:17 GMT

Does the hub manager show your phone number or display 'not configured'

Re: Digital Voice stopped working

WSH — Mon, 15 Dec 2025 16:27:33 GMT

Does the hub itself indicate that it is connected. That is, does the management home page show your phone number or "service ready"?

Edit: Ah, Licquorice beat me to it.

Re: Digital Voice stopped working

Roberto21 — Mon, 15 Dec 2025 16:27:30 GMT

Thank you for replying. It says 'Not Configured'.

Re: Digital Voice stopped working

licquorice — Mon, 15 Dec 2025 16:28:48 GMT

Then you will need to call BT I'm afraid. 0330 1234 150

Re: Digital Voice stopped working

Roberto21 — Mon, 15 Dec 2025 16:30:26 GMT

Okay, thanks again.

Re: Digital Voice stopped working

Roberto21 — Mon, 15 Dec 2025 16:35:06 GMT

Just to check, resetting the hub would be pointless?

Re: Digital Voice stopped working

licquorice — Mon, 15 Dec 2025 16:52:19 GMT

Worth a try, but probably won't help.

Re: Digital Voice stopped working

Roberto21 — Mon, 15 Dec 2025 16:54:26 GMT

Thanks again for taking the time to reply - much appreciated.

Re: Digital Voice stopped working

Roberto21 — Tue, 13 Jan 2026 14:00:12 GMT

To update this. I phoned BT in December, explained the situation and the assistant I spoke to said that he could see an issue, had dealt with something similar the day before, fixed things and everything was back to normal. Then last week the same thing happened - phone adaptor flashing red, and the hub manager showing that the phone was 'Not configured' . Contacted BT again (had to do it via text this time as the contact procedure seems to have changed) and as I was waiting the phone adaptor went to the normal colour once again. The operative told me that resetting the hub would have sorted things, but I don't believe this is true, but I let it go. Anyway, today the phone line has gone again - broadband is fine, but the phone adaptor is flashing red and the phone 'Not Configured'. Can anyone give any guidance as to why this would keep happening? Thanks again for taking the time to read this, and any help that you can give.

Re: Digital Voice stopped working

Katie_B — Wed, 14 Jan 2026 16:28:05 GMT

Hello @Roberto21.

Welcome back to the community.

I am so sorry to hear this has stopped working again for you.

Please report this by either logging in to your account and using the troubleshooter OR you can text PHONE to 61998 (charges may apply at your standard rate) and the team will run some tests to see what is happening.

If you need an engineer, we’ll text you in 15 minutes to book a slot.
If you don’t need an engineer, someone will call you within 30 minutes to help solve your issue.

Katie

Re: Digital Voice stopped working

KBeattie1 — Fri, 16 Jan 2026 22:28:33 GMT

Had the same issue, no dial tone, although the adaptor was flashing green not red. Tried re pairing with hub multiple times to no avail. Got onto the BT messaging service and had to reset the hub.

then plugged phone directly into green port on the hub and it worked. Had been off for three weeks…

then re paired adapter with the hub, got the solid green light and normal service restored.

this might help you, cheers

Re: Digital Voice stopped working

Roberto21 — Tue, 27 Jan 2026 14:03:27 GMT

Firstly, thanks for your reply, KBeattie1 - I hadn't checked back for a while.

I feel I might be shouting into the void a bit here, but any help any of the tech experts could give here would be massively appreciated.

The third time this happened about a fortnight ago (broadband working fine, but no digital voice/phone line - the phone adaptor flashing red and also no dial tone when the phone is plugged into the back of the hub + the hub manager showing the phone as 'Not configured') I was on the chat service for over an hour - the helper felt that the phone adaptor was the problem, even though there was no dial tone when the phone was plugged directly into the hub. Anyway, in the end we tried a factory reset of the hub and then re-paired the adaptor to the hub - at first it flashed red again, but then eventually it went the solid turquoise colour and obviously there was also a dial tone again if a phone was attached to the hub. Fast forward to yesterday and we had a power cut for about ten minutes. When the power came back on, broadband worked fine, but again the digital voice/landline was gone - the adaptor flashing red and nothing with the phone plugged into to the back of the hub. I thought I would try a factory reset of the hub again to avoid contacting BT and again, everything seems to be working once more. I am trying to help my parents with this - who aren't exactly in the first flush of youth and to whom a landline is still important. But we seem to be in a situation where, if there is a power cut or the hub restarts, then to get the phone line back we have to perform a factory reset of the hub.

I'm probably grasping at straws here, but would anyone have any idea what the problem could be? As always thanks for taking the time to read this saga and thanks in advance for any help.

Re: Digital Voice stopped working

WSH — Tue, 27 Jan 2026 14:14:08 GMT

I doubt it will help but how long did you leave it?

I’ve found myself that DV can be a bit slow to reconnect if the hub is restarted but by “slow” I mean at most 3 or 4 minutes after the restart.

Re: Digital Voice stopped working

Roberto21 — Tue, 27 Jan 2026 14:22:27 GMT

After the power came back on, the digital voice was off for over an hour when I decided to try the hub factory reset. Things are working again now (or seem to be!), but I suspect that the next time the hub restarts (as it seems to periodically) the phone will be off again. This has happened four times since December - yesterday due to the power cut, but I'm not sure what has caused the other three.

Re: Digital Voice stopped working

Leanne_T — Wed, 28 Jan 2026 17:10:59 GMT

Hi @Roberto21

Thanks for coming back to the community.

If you would like to get the Digital Phone looked into, please get in touch with our broadband guides and they will check everything at our end for you.

Leanne.

Re: Digital Voice stopped working

Roberto21 — Thu, 29 Jan 2026 19:37:16 GMT

Well, on a positive note, digital voice is still working. But no 5g device can get Wi-Fi now - I presume that's what it is, as an old tablet is still getting a connection. Also, I can't connect to the hub manager as the connection times out. I'll have to contact them again tomorrow.

Re: Digital Voice stopped working

WSH — Thu, 29 Jan 2026 20:08:13 GMT

You said you'd done a factory reset. If you now can't get Wi-Fi it may be because the factory reset has dropped the Wi-Fi back to its default password and SSID.

Re: Digital Voice stopped working

Roberto21 — Thu, 29 Jan 2026 20:38:16 GMT

Cheers for the reply. Everything had worked fine and devices were connecting since Monday until this afternoon, when the wi-fi issue started. It's beginning to do my head in! I'll have to contact BT tomorrow. It might be a statement of the obvious, but does this sound like the hub could be faulty?

Re: Digital Voice stopped working

WSH — Thu, 29 Jan 2026 20:45:32 GMT

It's possible. Certainly trying a replace/spare has always been a legitimate way of eliminating a hardware fault in IT.

Edit: It could actually be the power supply unit starting to fail. If they send you a replacement, make sure you replace the power unit as well.