This topic

New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 07:13:03 GMT

I had FFTP installed yesterday and it is all working great, the wifi is working fine with my TV's, phone and tablet BUT I cannot get the two Essential Digital home phones to work. I have paired the phones with the router as per instructions and they come up with 'Phone registered' but followed by 'unable to make or receive calls' and 'no internet connection' have deregistered and re paired but still the same results. What is going on please?

Re: New home bt home phone unable to make or receive calls

licquorice — Wed, 29 Mar 2023 07:36:13 GMT

It would appear Digital Voice hasn't been activated yet. You can register the handsets without DV being active.

Does a phone number show in the hub manager phone section?

Re: New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 08:33:01 GMT

Thank you, just checked and under the phone icon is say's 'not yet configured' does this mean it has not been activated by BT?

Re: New home bt home phone unable to make or receive calls

imjolly — Wed, 29 Mar 2023 09:12:22 GMT

yes

try phoning FTTP TEAM from mobile08005874787 and see if they can help activate phone. if diverted to CS hang up and try later

Re: New home bt home phone unable to make or receive calls

TimCurtis — Wed, 29 Mar 2023 09:55:06 GMT

@royc

You might have to do a hub restart using the web interface or just a power off , power on.

I had to do that but it might just have been coincidental that it worked after that.

Re: New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 12:22:08 GMT

Have tried turning router on and off but still the same 'unable to receive or make call'

Re: New home bt home phone unable to make or receive calls

imjolly — Wed, 29 Mar 2023 12:24:57 GMT

you could try a factory reset by pressing the recessed button on back and holding 20/30 secs until hub lights flash and see if that helps you will need to pair phones again

still think you should try FTTP TEAM

Re: New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 13:36:24 GMT

Have now been speaking to the FTTP team as suggested and after a lot of digging around by the girl in the FTTP team it seems like I am still down on the BT system as a home phone user (via copper cable) even though I requested and was sent two digital voice handsets when I ordered full fibre and. the Full fibre guys severed the copper line yesterday when installing fibre line to the premises. I have an Engineer coming to see me to try and sort things out. bit of a nightmare but will see how it fans out from here.

Re: New home bt home phone unable to make or receive calls

licquorice — Wed, 29 Mar 2023 14:03:24 GMT

Unless the engineer is intending to re-connect your copper service, the visit will be pointless. Its a configuration change at the 'exchange', nothing at your premises.

Re: New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 14:21:50 GMT

From what I was led to believe today from talking to the girl in the FFTP team there is no way they will be putting me on digital voice until the general roll out in 2025. I am guessing they will be trying to see if they can re-connect the copper service for the landline. I know when I ordered the FFTP there was the option of going on digital voice or staying on the old landline via some sort of dongle/adapter. I choose to go digital.

Re: New home bt home phone unable to make or receive calls

licquorice — Wed, 29 Mar 2023 14:41:21 GMT

The general rollout finishes in 2025, not starts.

As far as I'm aware, customers that are offered DV are transferred, it is extremely unlikely that DV is unavailable to you if you have moved to FTTP. Why would Openreach maintain 2 connections to your property?

Re: New home bt home phone unable to make or receive calls

royc — Wed, 29 Mar 2023 14:51:40 GMT

That's what I thought so cannot make out what is going on!. Just logged into My BT and under the phone section is say's "cannot show you this at the moment as we are making changes to the account" or something like that. We will see.

Re: New home bt home phone unable to make or receive calls

royc — Thu, 30 Mar 2023 09:40:17 GMT

Now got to the bottom of things after many hours on the phone (I hope!!). Although my FFTP is working brilliantly apparently digital voice is temporally unavailable in my area - it could take several months for it to be activated. they told me to keep the digital hand sets that they send with the new hub. In the meantime the copper cable was cut when the fibre line was put in so I am without a landline (an open reach engineer came this morning as he was told there is a fault with my copper landline!!! he was most surprised to see it was not even there.