This topic

New connection not working

jdx123 — Mon, 10 Jul 2023 22:57:56 GMT

Hello

I have recently transferred my old service from Now TV broadband to BT broadband and switch over date was 10th July.

The new hub was connected and connects to the internet and seems to work okay. However, my landline phone which I rely on to contact relatives is not working. I have followed set up guide on removing landline cable from wall socket and plugging directly into green telephone socket on the hub.

Error message on landline phone says 'check landline cord' and there is no dial tone to be heard. Unable to make calls. Ringing my landline number from a mobile says 'you have dialled an incorrect number...'

Please reinstate my landline asap, it is vital and I am on the bt home essential package.

Re: New connection not working

NeilO — Tue, 11 Jul 2023 08:54:44 GMT

Hi @jdx123 welcome to the community and thanks for posting, I'm really sorry your landline isn't working after transferring to BT. Has the order been completed? You can track it using this link.

If the order is complete, I'd recommend turning off and on your Smart Hub to see if that helps.

Thanks

Neil

Re: New connection not working

imjolly — Tue, 11 Jul 2023 09:17:23 GMT

can you go to hub manager 192.168.1.254 and you should see your phone number and does it say active. if not then not configured. others have found that by switching hub off and then back on that the phone became active

Re: New connection not working

jdx123 — Tue, 11 Jul 2023 15:18:29 GMT

After telephone calls to BT this still isn't working.

Logged into the hub and it says not configured.

BT saying it's a migration problem. However, this line belongs to my mother who is vulnerable and essentially left without means of contacting relatives. Luckily her care aid devices still work.

Re: New connection not working

imjolly — Tue, 11 Jul 2023 16:42:35 GMT

I have asked forum mod to see if they can help you. They will post here

Re: New connection not working

DanielS — Tue, 11 Jul 2023 19:43:39 GMT

Hi @jdx123,

I am sorry that the phone line isn't working for your Mum.

I have sent you a private message so my team can pick this up for her and do our best to help.

Thank you
DanielS

Re: New connection not working

jdx123 — Thu, 13 Jul 2023 15:14:38 GMT

Hello,

I have since spoken to BT again as the agent I spoke to on Tuesday had mis-informed me that the line would be fixed within 48 hours (by today). Still not working.

I have now been informed by BT this afternoon on calling 150, that this issue will take up to five working days. Five working days is simply not acceptable, especially when the package is an essentials package which is designed for those who have additional needs or requirements.

Due to the fault of BT, I have taken out a temporary pay as you go SIM to allow my mum to make contact with her relatives using my old phone. Who can I forward this additional expense to for reimbursement, £10 for a payg bundle.

Thanks