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Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 11:40:12 GMT

Hi losing the will here. Full fibre and digital voice installed 11 May and although I had brief landline service initially it has not worked since. Broadband all working fine. Openreach engineer has been booked twice and refused to come out on the day as said Digital Voice is not their area. I do have a BT lady who calls me a lot and was looking into porting issues etc but after exhausting all issues she booked the openreach engineer again who again refused to come. Where do I go from here. The added complication is they had to close the account on my old contract and open a new account for the full fibre, do you think this is anything to do with it, when I go to my bt the old account details come up even though I have received final bill etc. Does anyone have any suggestions. DV Handset says no service on line, when I plug old phone into SH2 it sayS check line.

Re: Digital Voice landline stopped working shortly after installation

jac_95 — Tue, 21 Jun 2022 11:45:25 GMT

Hi LMatchett,

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.

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 landline stopped working shortly after installation

imjolly — Tue, 21 Jun 2022 12:09:08 GMT

if you go to hub manager 192.168.1.254 into your address bar do you see your phone number on the left or maybe 'not configured'

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 12:16:19 GMT

sorry where do i do this?

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 12:17:18 GMT

it lists my phone number

Re: Digital Voice landline stopped working shortly after installation

imjolly — Tue, 21 Jun 2022 12:26:22 GMT

if you can see your phone number have you tried selecting that and does it then show service ready? if so then select 'start registration' - you need to have DV handset in hand and that should connect your phone to your hub

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 12:31:43 GMT

It says service not ready

Re: Digital Voice landline stopped working shortly after installation

imjolly — Tue, 21 Jun 2022 13:04:21 GMT

have you tried restarting your hub? have you tried after selecting your phone number then reset base

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 13:05:44 GMT

yes thank you I have tried both of those

Re: Digital Voice landline stopped working shortly after installation

imjolly — Tue, 21 Jun 2022 13:10:05 GMT

then nothing more you can do apart from contact BT DV problems are normally done by FTTP TEAM 08005874787

Re: Digital Voice landline stopped working shortly after installation

iniltous — Tue, 21 Jun 2022 13:51:26 GMT

FWIW, DV is a proprietary BT system and the Openreach engineer is probably correct in saying there is little they can do if DV doesn’t work but your broadband does

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Tue, 21 Jun 2022 13:56:20 GMT

Thank you, will do.

Re: Digital Voice landline stopped working shortly after installation

LMatchett — Thu, 30 Jun 2022 09:39:30 GMT

update have had bt tech expert out who confirmed no issue with equipment, explained all to fttp team and they cannot understand it so no options left and so unfortunately after 7 weeks of trying to sort I am removing landline as it is of no use to me , wish I had never moved to Digital Voice.