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Cannot make or receive calls

Anonymous — Tue, 13 Jun 2023 16:34:04 GMT

bt moved me from copper phone line to digital voice without my permission and now my landline phone doesn't work. How do I get back on copper phone line?

Re: Cannot make or receive calls

jac_95 — Tue, 13 Jun 2023 16:37:06 GMT

Hi g3pk9,

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.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

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: Cannot make or receive calls

SRB — Tue, 13 Jun 2023 16:44:45 GMT

Have you tried pluging a phone into the phone socket on the Smart Hub? You should have been sent a phone which pairs with the hub too.

Re: Cannot make or receive calls

Anonymous — Tue, 13 Jun 2023 16:49:09 GMT

Thank you for your reply. Why would bt send me a phone? I don't want to be on DV anyway as my elderly mother cannot use these modern type phones.

Re: Cannot make or receive calls

imjolly — Tue, 13 Jun 2023 16:59:22 GMT

I may be that your exchange has been closed down to PSTN and now need to use DV

If you have SH2 then just connect your existing phone to green socket on back of hub using your existing phone cable currently connected to openreach phone socket

Re: Cannot make or receive calls

Anonymous — Tue, 13 Jun 2023 17:29:06 GMT

Thank you for your reply. The phone and the sh2 are at opposite ends of the house which means it is not possible to connect them. I just want to be put back on the copper phone line - bt moved me from copper to dv without my permission and as a result I have no working phone. My elderly mother needs a working phone in case of medical emergencies, how do I get bt to put me back on the copper phone line? (the local exchange is up and runnig and will be for some time to come).

Re: Cannot make or receive calls

SRB — Wed, 14 Jun 2023 07:10:17 GMT

Before you were switched to Digital Voice they should have sent you a new phone to work with the SH2, even if you never use it, you do need it to switch on/off some of the DV "features".

You can connect the hub to your internal extension wiring - which will allow the phone at the other end of the house to work much as before, though you do need to disconnect the extension (s) from the former master socket first.

There various ways extensions have been connected over the last 30 odd years, depending on when they were installed. There are threads, with pictures to identify various master sockets and ongoing connections here on this forum which will help.

Re: Cannot make or receive calls

garybs29 — Wed, 14 Jun 2023 08:32:51 GMT

@Anonymouswrote:
bt moved me from copper phone line to digital voice without my permission and now my landline phone doesn't work. How do I get back on copper phone line?

You can't. If they contacted you there would've been an option to delay the switch but nothing can be done once switched, everyone is going to be switched anyway