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Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 10:10:37 GMT

Hi folks, I wonder if anyone else is having this issue..... according to my SH2 it had a firmware upgrade yesterday (7/8/22), my digitalphone service is now not working with the handset showing "unable to make or receive calls".

I have tried the usual, turned off router, unpaired and re-paired the phone, reset etc... but still no joy... in the admin panel it is showing phone completely white, unable to click the box open and "not configured".

I have tried ringing ftp services and they are all attending a company meeting unti 12:15, call back later..... was just wondering if anyone had a similar issue since the update and how to get around it before this afternoon

just to add, internet is working at the correct speeds with no faults

Re: Digital phone bulked after update

DavidM — Mon, 08 Aug 2022 11:57:49 GMT

Hi @akitaman and thanks for the post.

Sorry you're having problems with your handset. From what you're describing it sounds like the phone ha developed a fault and will need replacing. If you can't get through on the help line please let me know and I'll be happy to lend a hand.

Cheers

David

Re: Digital phone bulked after update

Anonymous — Mon, 08 Aug 2022 12:14:26 GMT

Is your phone number displayed in blue on the SH2 or is it greyed out?

Do you have an old analogue phone kicking around you could plug into the back of the SH2 to test?

Re: Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 12:23:21 GMT

unfortunately not..... to both questions.... gave my old analogue phone away when i was ported over to dv...

As for the phone number bit... just says not configured in a white box and wont let me into the box.....

I have tried most things I can from my end, inc router reset that is now giving me other issues as cannot change my gateway address... keeps reverting back 192.168.1.254, I wanted 2.254

Re: Digital phone bulked after update

licquorice — Mon, 08 Aug 2022 14:09:51 GMT

Factory reset the hub rather than just cycling the power. Press the recessed button with a pin for about 20 seconds until the lights flash.

You can't just change the gateway address without changing the DHCP range to match.

Re: Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 14:31:31 GMT

Finally got through all the autobots etc, now awaiting an advisor to call..... This is what my hub is showing

Re: Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 14:34:12 GMT

I have reset the hub with the pin, reset the handset, done everything I can possibly think of, even unplugged the thing for 15 minutes too.......
As for the gateway etc.... tried all of the above, even with DHCP turned off to no avail.... so unless I use the alternate range they offer which is quite an odd one, I'll work around 1.254 for now

Re: Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 14:43:30 GMT

FW update has upset / damaged the router.... it is showing a red flag at their end... new router being sent out

Re: Digital phone bulked after update

DavidM — Mon, 08 Aug 2022 14:51:50 GMT

Thanks for the update @akitaman . Let us know if that resolve the problem.

Cheers

David

Re: Digital phone bulked after update

akitaman — Mon, 08 Aug 2022 15:01:25 GMT

Will do mate..... was actually easy to sort out once I got through to a real person

Re: Digital phone bulked after update

akitaman — Wed, 10 Aug 2022 10:44:18 GMT

quick update.... new phone and SH2 installed, phone still not working and showing not configured... obviously a line fault somewhere not my end equipment as was showing not configured before the latest update

Re: Digital phone bulked after update

akitaman — Wed, 17 Aug 2022 15:22:20 GMT

Final update, after having various different depts investigate, and a visit from openreach, only to be told BT need to re-configure the line as it is not a line fault but a software issue, I finally have a working phone again.... The guy who fixed it rang to confirm everything was working but couldn't understand what had caused the fault in the first place so would need further investigation on his part... That was until I informed him it had gone wrong at the same time as the FW update to the router... Ah, glad you told me that, yes there was a fault in one of the updates we pushed, that explains it....... So, yes I am glad to be up and running again, the fact I suggested to BT that this was the problem 10 days ago, I finally get the right person looking into the fault.