This topic

Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Thu, 14 Jul 2022 17:45:18 GMT

I am at the end of my tether. I had an order which went live late on the 22 June 2022 for Digital Voice and FFTP 900 broadband. I have had a complaint open with BT now for over 3 weeks as my Digital Voice service has never worked and I am getting only 482 MBPS download broadband speed when I am paying for FFTP 900. On the home page of my hub (192.168.1.254) the phone is greyed out and says not configured. Yes you can register my handsets successfully but I just get a message saying that the handsets are unable to make or receive calls. The phone icon is also still greyed out and says not configured on the hub home page even if you register the phones to the hub. There is no dial tone. Plugging a normal analogue phone directly into the hub results in no dial tone. So that must rule out the digital handsets.

BT and the BT App report that I am getting full speed to the hub. Yet when myself and the BT engineer do a speed test by connecting a laptop with a gigabyte port and cat 6 cable we only get around 482 download speed.

As BT were insisting it was a local configuration issue they sent out a Home Tech Expert who factory reset all of my kit and tried to set it all up from scratch. But the engineer got the same results and issues as me. He verified that the Phone icon was greyed out on the hub, there was no dial tone from an analogue or digital phone and that my broadband speed was only 482 MBPS. Yet BT still say it is an issue my end even though the BT Home Tech Expert shared his own results with them!

I have even gone to the extreme of emailing the CEO of the BT group and having a complaint logged with the Executive Customer Resolution Team.

However, I have spoken to various people over the past 3 weeks and it is like banging my head against a wall. The finger just keeps getting pointed back at me saying it must be me doing something wrong or it is a local configuration issue! Even despite all my kit having been reset to factory settings by a Home Tech Expert engineer who also concluded that there is clearly a problem on BT’s side and that it is not an issue at my end.

BT are in complete denial and they just keep passing the issue around different departments and teams. Apparently a TMC Team have looked at it, TSO and other teams. But they all claim there is nothing wrong.

The complaint handler yesterday hinted at that they might need to go to deadlock and say they cannot fix the issue. Which would only leave me being able to go to the ombudsman service.

Seriously no one in BT can fixed this? What am I paying for? The service is really poor. Surely they can escalate issues like this to more senior engineers? Has something failed during the provisioning process? I don’t know. But BT should know how to fix it! It is a complete joke!

I am so sick of this now!

Help!!!

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

jac_95 — Thu, 14 Jul 2022 17:47:16 GMT

Hi stevenmoore3,

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 not configured on Smart Hub 2 and not receiving full broadband speed on new order!

iniltous — Thu, 14 Jul 2022 18:39:37 GMT

Is your property a new build property with only FTTP or an older property where the copper pair service has been overlaid with FTTP ?,

If a new build , many property’s become ready for service ( released by the builder) at the same time, if at the time the ‘installer’ authenticated the addresses , somehow your address and a neighbour were in effect registered as each other , because optically the service is identical ,you would get their service and they would get yours, so if the neighbour ordered 500Mb and no telephony, you would get that service and they would get yours , obviously they wouldn’t complain about getting 900 instead of 500 , the phone service something they never asked for , therefore have never attempted to use.

If you haven’t already , you need to get confirmation that your ONT serial number matches up with what’s recorded for your address….as you already know , there can’t be anything wrong physically, is must be an administrative problem , either all your identifying data is correct but your ‘profile’ incorrectly set , or the ONT /address data is wrong and you are in effect getting someone else’s profile.

There is an BT FTTP service desk number , often posted on this forum, try giving them a call.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Thu, 14 Jul 2022 18:43:03 GMT

Yes I am in a new build. Strangely I did ask the complaint handler yesterday if they were looking at the correct property. I have no copper it is just FFTP. I just don't know how to get them to accept responsibility and fix it.

Which serial number should I be asking them to check?

I just feel helpless now. Surely they should be checking all the things you mention? It just makes no sense. But I fully get what your saying. It wouldn't surprise me if I am picking up someone else's profile.

Thanks,

steve

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

licquorice — Thu, 14 Jul 2022 18:50:46 GMT

@stevenmoore3 wrote:

Hi

Yes I am in a new build. Strangely I did ask the complaint handler yesterday if they were looking at the correct property. I have no copper it is just FFTP. I just don't know how to get them to accept responsibility and fix it.

Which serial number should I be asking them to check?

The ONT serial number.

I just feel helpless now. Surely they should be checking all the things you mention? It just makes no sense. But I fully get what your saying. It wouldn't surprise me if I am picking up someone else's profile.

Thanks,

steve

You have to remember with FTTP, the fibre connected to your ONT carries up to 30 customer's data and it relies on the correct serial number of the ONT to correspond to the correct account to allow that account's data to be extracted.

The number for the FTTP team is 0800 587 4787

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Thu, 14 Jul 2022 19:00:31 GMT

Sorry yes when you refer to the ONT serial number I see what you mean. The actual fibre modem installed into the property that I connect the smart hub 2. Yes it really does make me wonder. Especially if they are insisting my profile and account is ok.

Hopefully a FFTP BT employee will see this and will try and help!

Thanks,

Steve

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

iniltous — Thu, 14 Jul 2022 19:16:56 GMT

The serial number should be on a sticker on the ONT , if the ONT is inside a plastic ‘box’ ( usually the case with new builds to give a more professional finish ) open the case and check the ONT inside rather than relying on the sticker on the front , if the installer messed up , that may be where the error occurred, basically they put the wrong sticker on the front , there should be a proper manufacturers panel with the serial number as well as the sticky label .

https://www.openreach.com/content/dam/openreach/openreach-dam-files/images/help-and-support/problems-and-appointments/new-build-homes/Ultrafast%20Homeowners%20Leaflet%20web%201+0%20ONT.pdf

This link shows the cover fitted, I would open it up , the access panel simply lifts up , exposing a screw, undoing the screw allows the other side to be opened and the actual ONT can be seen , check the info on the sticky label on the cover matches what is on the actual ONT ( you would need to unhook the ONT from the cover as it’s on the backside ) , its not visible when pushed into the external cover, then check with BT FTTP that the ONT ( not the sticky label unless they are the same ) is the one ‘recorded’ for your ‘account’ , it’s possible the people you have had visit so far have only checked the sticky label

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Thu, 14 Jul 2022 19:15:40 GMT

Thank you. I am registered blind and rely on assistive technology like a screen reader on my laptop and voiceover on my Iphone. So I will try and get a friend of mine to locate the serial number on the ONT for me. As I won't be able to physically see it.
I'll show him your explanation above. I'll definitely check this with them as I did touch on the very point yesterday with them that I wasn't convinced they were looking at the right property.
Hopefully my friend will be able to locate the correct serial number. And yes we will watch out for any inaccurate stickers on the outside of the casing. I'm not actually sure if there is a cover on it or not. But hoepfully my friend will be able to work it out.

Thanks again for the helpful reply. If any BT employees are monitoring I would really appreciate your help as well in resolving this. it is driving me crazy!

Steve

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

licquorice — Thu, 14 Jul 2022 19:20:09 GMT

If you are already dealing with the executive level complaints department, the mods here will be unable to help I'm afraid.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

iniltous — Thu, 14 Jul 2022 19:21:23 GMT

Good luck with this , hopefully it will be resolved soon

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Thu, 14 Jul 2022 19:27:25 GMT

Yes well that is not the most helpful reply. When you refer to the "mods" I presume this is BT employees? That is the problem I have been having bT employees not taking any responsibility for my issue and just fobbing me off. So yes I suppose I could have expected that reply.
The point is that someone in BT (whether it is the executive customer complaints team or whoever they should be able to escalate the issue to get it resolved. It is rediculous.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

iniltous — Thu, 14 Jul 2022 19:39:47 GMT

I think the point is there is a hierarchy, the executive level being the top level , so although the BT Mods on here can usually help , once it’s at executive level , they defer to them …FWIW , they tend to not get involved with FTTP , that’s why you or your friend , once armed with the necessary ONT info , need to call the FTTP team , or if you have a contact within the executive complaints team , ensure they check out this info too…..it’s always possible that whatever the issue is , it’s not the serial number on the ONT , but it’s a simple check even if it only eliminates it as an issue .

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

licquorice — Thu, 14 Jul 2022 19:55:08 GMT

@stevenmoore3 I was simply pointing out that you are already dealing with the highest level in the complaints hierarchy and hence nobody on this forum can offer any help. You should have a nominated handler that should be keeping you informed of progress.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Sat, 23 Jul 2022 11:56:35 GMT

Hi @iniltous

I just thought I would post back here to say thank you for all your help and pointers.
I did go back to BT and told them that I believed I was likely receiving someone else's service and that my serial number was probably wrong on my modem. They still were not convinced but I insisted on an Open Reach engineer coming out.
And yes hey presto as soon as the Open Reach engineer walked through the door and looked at the ONT he new what the problem was straight away. It was indeed that the serial number was wrong and didn't match up with their records.
He completely replaced the ONT and registered it properly against my account.
All working fine now. I have Digital Voice and my full 900 plus mbps service.

So it took me to tell BT what the problem was before they fixed it. They were completely useless and I can see exactly why so many people get frustrated. They had no idea. But the Open Reach engineer was great and really knew what he was talking about.

So yes thanks again. all sorted now.

Steve

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

Carlusha — Sat, 23 Jul 2022 12:34:29 GMT

@stevenmoore3

Whoever was able to enjoy 900 rather than 462 for several weeks must be disappointed!

You should also check whether you are entitled to any compensation for that lower speed AND not having a working telephone line.

Check you next bill on your MyBT account.

Further, since you are obviously registered disabled (I am too as I'm severely hearing impaired), you COULD be entitled to extra help:

I rely on my service and need it repaired urgently | BT Help

and in there is a further link:

BT_Free_Priority_Fault_Repair_Scheme.pdf

Glad you have been sorted otherwise.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

stevenmoore3 — Sat, 23 Jul 2022 12:49:06 GMT

Yes thank you. I did get compensation. So I have done ok in that respect.
I was just frustrated at the lack of knowledge from BT staff I spoke to. They literally had no idea what I was talking about. The extent of their diagnostics was to switch your equipment on and off again, perform a factory reset and replace the kit.
No thought or consideration about the back office configuration or checking administrative records like the ONT serial number etc. Apparently it was all my fault and I must have been installing the hub and phones incorrectly.
Honestly they were about as useful as a chocolate tea pot. It is something when it takes the customer to tell BT what the issue is and to insist on an Open Reach engineer. The Open Reach engineer wasn't exactly very complementary of the BT call centre staff either. I guess he sees and hears it everyday.

Still I am sorted now. All good thanks.

Steve

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

Customer66 — Fri, 08 Mar 2024 06:22:50 GMT

@stevenmoore3

No Cover was fitted on my ONT.

Mine is not well fitted - very wobbly on the wall!

It looks like the one above - but that is not actually mine.

Like the one above, there is a sticker on the front with a S/N number. Do I need to take the front off? Please advise?

Thanks - think I might finally be getting somewhere near fixing the fault I have had for months now - since installation - 🙂

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

Customer66 — Fri, 08 Mar 2024 06:28:36 GMT

@Carlusha

Good suggestioin in a way - but ...

Seemingly - according to several posts on here - most Bt Customer Service Staff haven't got a clue about the Priority Repair Service either. Supposing they can supply a link to the form - or the Customer ever actually gets one they then have to make a GP appointment (and we all now how long that takes nowadays!), get form counter-signed and stamped and then return to BT for assessment and possible addition to the repair service.

I don't think I am even going to bother.

I think for BT it is more about pleasing the the Shareholder's than the Customers.

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

Carlusha — Fri, 08 Mar 2024 11:49:06 GMT

@Customer66wrote:
@Carlusha
Good suggestioin in a way - but ...
Seemingly - according to several posts on here - most Bt Customer Service Staff haven't got a clue about the Priority Repair Service either. Supposing they can supply a link to the form - or the Customer ever actually gets one they then have to make a GP appointment (and we all now how long that takes nowadays!), get form counter-signed and stamped and then return to BT for assessment and possible addition to the repair service.
I don't think I am even going to bother.
I think for BT it is more about pleasing the the Shareholder's than the Customers.

The solution offered was posted in July 2022 - more than 18 months ago.

HOWEVER - Your GP knows all about you (or should). Simply complete the form, quick covering note explaining any urgency and drop it into the GP surgery reception. No need for an appointment.

The surgery should then post the signed form back to you or invite you to pick it up.

So, you're giving up completely instead?

Re: Digital Voice not configured on Smart Hub 2 and not receiving full broadband speed on new order!

Customer66 — Fri, 08 Mar 2024 17:40:09 GMT

YEs, giving up for now.

I feel fairly defeated by a lot of things just now - including BT.

Been 3 and a half months without landline (a dn was without broadband until relatively recently.

GP is 7 weeks for a telephone appointment.

When I re gather my resilience I MIGHT try re Priority Repair Service.