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Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Sat, 19 Mar 2022 09:07:34 GMT

Had full fibre installed a couple of weeks ago. Broadband is working fine, but I cannot get a phone service to work !

On the smart hub2 the phone box is greyed out and it says not configured. My account shows as having digital voice set up, and after multiple calls to BT, it still is not working. There is no dial tone if I plug a normal phone into the hub, and the handsets will register to the hub fine, but then show they cannot make or receive calls.

This is obviously some fault at BT's end, yet they can't seem to fix it. I have been promised that it has been escalated a few times, engineers on the phone have tried various resets etc... but nothing is getting it working. There seems to be some problem on their system somewhere not showing I am eligible for digital phone, even though my account shows all the details of it

Has anyone else had this problem and got it fixed? At the moment I am having to pay for a Skype service ( £10 per month ) to be able to use a home phone at all.

Getting quite fed up of this now and considering changing to another provider who can provide the service I am paying for!

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

jac_95 — Sat, 19 Mar 2022 09:10:25 GMT

Hi mikewales1,

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 Hub - BT can't seem to fix it !!!

imjolly — Sat, 19 Mar 2022 10:15:22 GMT

have you tried a factory reset of hub by pressing recessed button on back and holding for 20/30 secs until lights flash? remember to turn off smart setup in hub manager when your hub reboots

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Sat, 19 Mar 2022 10:17:22 GMT

Hi, yes we have tried that multiple times, plus resetting the fibre box etc... None of it seems to be an issue at my end, it is something to do with BT not turning on the vioce phone on their system

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

imjolly — Sat, 19 Mar 2022 11:43:23 GMT

are you dealing with the FTTP TEAM 08005874787?

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Sat, 19 Mar 2022 16:20:56 GMT

I have dealt with a few people, the main customer services, then the technical department and faults and the fibre team. None of them seem to be able to actually get it sorted out

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

imjolly — Sat, 19 Mar 2022 17:15:23 GMT

Then try the number as the FTTP TEAM. Deal with digital voice

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Sat, 19 Mar 2022 17:23:05 GMT

Thanks, I think I have spoken to them before but will give them another go!

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Sat, 19 Mar 2022 17:25:24 GMT

Phoning that fibre number just takes me to the same main BT menu I have been going through before

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

imjolly — Sat, 19 Mar 2022 19:40:23 GMT

Sorry you just need to keep trying. You are diverted to the normal CS number when the FTTP TEAM number is to busy. This has been covered in posts previously

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

stevenmoore3 — Thu, 14 Jul 2022 16:40:14 GMT

Hi there

Did your issue ever get fixed? I am having exactly the same issue with BT and I am at the end of my tever! They keep insisting it is a local configuration issue or something I am doing wrong. Despite having had a BT home expert come and factory reset everything and got the same results as me and said it must be an issue on my account or at BT's end.
No one seems to be able to fix it which is crazy!
Did they fix yours and if so how?
I would really appreciate it if you could spare time to reply and let me know the outcome.

Thanks,

Steve

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

mikewales1 — Thu, 14 Jul 2022 16:46:37 GMT

Hi Steve, they eventually sorted it out after a couple of months ! It was some problem where they had two accounts for me, and were trying to apply the phone to the wrong one, and their system was getting confused.

They also said was something to do with porting over the phone from copper lines to the fibre. They never did manage to get my old phone number put on the account though.

I spent hours on the phone to them with people trying different updates and getting nowhere. I think you just have to keep on at them until you find a technician there who knows what they are doing

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

johnld — Fri, 22 Jul 2022 17:29:06 GMT

I have been having this problem since my copper connection was converted to fibre on 19 July

Fortunately after many calls to BT and being passed from pillar to post I was very lucky to manage to talk to an advisor who had a technical background

He carried out a number of tests and was of the opinion that the problem laid with the BT servers

He promised to call back today, Friday, when he informed me that the faults team had numerous calls regarding the same problem since I first reported it and it seemed to be a national issue and not anything the end user had under their control

The issue had been escalated to BT Wholesale to investigate and solve the problem

I was promised a call back on Monday to let me know the latest position

I will update this post when I have more information

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

stevenmoore3 — Sat, 23 Jul 2022 11:35:40 GMT

I am glad they resolved your issue.
Yes I know exactly what you mean. Mine was fixed this week. Eventually BT actually sent out an Open Reach engineer. The serial number on my FTTP Open Reach modem did not match their records. So I was getting someone elses service. Hence no Digital Voice and the slower speed. The Open Reach modem was replaced and correctly matched up with my account and hey presto it worked a treat.
Like you say it is just a case of keeping on at them until you either get someone who knows what they are doing or when they actually listen to what you tell them.

Thanks,

steve

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

johnld — Wed, 27 Jul 2022 18:12:17 GMT

As promised an update to my earlier post

The issue has now been resolved after the problem was passed to the Technical Management Centre (TMC) and Data Integrity (DI)

So if you have a similar problem you should push the advisor to escalate the problem to TMC and DI

Also ask the advisor to take responsibly for progressing the problem and to act as your primary contact

The advisor I have been talking to has been excellent and has agreed to call me in a weeks time to ensure noting has gone pear shaped

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

nednott — Thu, 21 Mar 2024 13:37:17 GMT

HOW does one turn off smart setup

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

imjolly — Thu, 21 Mar 2024 13:45:40 GMT

smart setup is no longer shown on hubs so no need to turn off

Re: Digital Voice - Not Configured On Hub - BT can't seem to fix it !!!

nednott — Thu, 21 Mar 2024 13:53:04 GMT

Thanks