This topic

No landline

JRT23 — Sat, 21 Oct 2023 13:00:23 GMT

My broadband transferred successfully this morning, but it’s looking very likely my landline number did not. We have had this number for many years and is known (and used) by a good number of folks. It would be areal pain to lose it now. Any assistance would be gratefully received.

Re: No landline

imjolly — Sat, 21 Oct 2023 13:19:08 GMT

are you transferring from another ISP?

have you checked digital voice is activated by connecting phone to socket on back of hub?

was the number originally issued to you by BT?

Re: No landline

JRT23 — Sat, 21 Oct 2023 13:25:50 GMT

Yes, transferring broadband and phone from PlusNet. Yes, my base station (analogue phone - Dect) is connected to green Digital Voice on Hub2. Yes, number originated from BT and was (is) with PlusNet up to midnight tonight when I'm told it will cease. The installer has removed the copper cable, so no way back.

Re: No landline

imjolly — Sat, 21 Oct 2023 13:32:36 GMT

is DV activated and you currently have a temp number until your existing number is ported. you can check by going to hub manager

Re: No landline

JRT23 — Sat, 21 Oct 2023 13:36:33 GMT

It looks like DV is not activated, Hub reports “Not configured” in the telephone panel, no temp number is visible.

Re: No landline

imjolly — Sat, 21 Oct 2023 13:41:53 GMT

so hopefully when DV is activated you will have your number

Re: No landline

JRT23 — Sat, 21 Oct 2023 13:48:54 GMT

Could well be. Any ideas when it might be activated? Recent emails confirm broadband activation but not DV. DV is shown on the preliminary bill, though. Sorry if I'm panicking over nothing, was hoping for a smooth transition.

Re: No landline

Keith_Beddoe — Sat, 21 Oct 2023 14:21:59 GMT

@JRT23

For the phone service to be configured, a configuration file has to be uploaded to the Smart hub 2. This cannot happen until the broadband has been activated.

Re: No landline

JRT23 — Sat, 21 Oct 2023 14:28:50 GMT

Ok, that would be sensible. But now broadband has gone down. ONT Is showing a red light against PON. I'm currently using my phone as a hotspot. Best to a) wait a while, b) power cycle the ONT or c) contact the Support Helpline. ?

Re: No landline

imjolly — Sat, 21 Oct 2023 14:34:00 GMT

wait a bit and see if internet comes back up

Re: No landline

JRT23 — Sat, 21 Oct 2023 14:35:58 GMT

Ok, will do. Hopefully not too long a wait.

Re: No landline

JRT23 — Sat, 21 Oct 2023 16:20:11 GMT

After a couple of hours, I contacted the faults team. They diagnosed a network issue which will need an engineer out to resolve it. Earliest - Monday! Not best pleased as a new customer. Just hope this is an isolated incident and put it down to new kit gremlins.

Many thanks for your assistance along the way, much appreciated.

Re: No landline

Keith_Beddoe — Sat, 21 Oct 2023 16:36:10 GMT

@JRT23

Se what @iniltous says about the PON light. https://community.bt.com/t5/Bills-Packages/BT-and-Openreach-cannot-get-brand-new-fibre-install-to-work/m-p/2317879#M159963

Re: No landline

caravanj — Sat, 21 Oct 2023 16:49:02 GMT

@JRT23

We're transferring from Plusnet to BT next Friday & I used the chat facility to sign up & I asked the customer service adviser to transfer our Plusnet phone number.

I've spoken with Plusnet today & they have indeed received a phone number porting request from BT so all should be good.

The BT lady did say that the switchover would not be instant & we could be without any broadband & phone for a while until it all gets transferred.

Obviously we'd rather not have any gremlins but if we do, we do.

I'll post about how our install went next weekend.

Re: No landline

JRT23 — Sat, 21 Oct 2023 16:52:52 GMT

I have received an email from BT telling me the port is complete and shows the correct phone number. Broadband is also set up and all is ready to go. Oh, would that it was so. I had an internet connection for a couple of hours, now I don’t. Monday cannot come soon enough. @caravanj hopefully yours will be fine. Maybe I'm just a bit impatient and was expecting it all in place in one go.