This topic

New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 15:08:23 GMT

I'm am very hard of hearing ( since four years of age )so cannot call anyone. I do use a Text RELAY phone but my phone line has dissapeared so I'm totally stuck.

My new broadband & phone contract started on 8th November, phone dialling tone fine at first , broadband came on later all good. I have today tried to use my Relay phone & there is no phone line /dialling tone.

I was asked if I wanted a call package but as I would not be using the phone a lot I tought that I would just use the free included minutes.

I have my email from BT dated 26th October with my " pre-contract documents for my new Home Essentials with Home Phone and Broadband ." The offer states Unlimited Fibre broadband + unlimited minutes a month talk time to all Uk landlines & mobiles...Cost £20 per month.

I really do need to be able to use my Relay phone as I cannot hear on the mobile, hope I can get some help please. There is no option to email BT!!?

Re: New Contract no phone line ?

imjolly — Sat, 11 Nov 2023 15:14:41 GMT

when you started your new contract were you moved to digital voice? if so your phone now connects to green socket on back of hub

Re: New Contract no phone line ?

Keith_Beddoe — Sat, 11 Nov 2023 15:15:44 GMT

@Jood1

Welcome to this user forum for BT Retail phone and broadband customers.

Where is your relay phone plugged in?

It should be plugged into the phone socket on the back of the BT Smart Hub 2, and not your wall phone socket.

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 15:21:00 GMT

I have tried both, no joy!

Re: New Contract no phone line ?

-Richie- — Sat, 11 Nov 2023 15:22:33 GMT

@Jood1wrote:
I was asked if I wanted a call package but as I would not be using the phone a lot I tought that I would just use the free included minutes.

BT don't offer any free inclusive minutes, they haven't done for the last few years.

I suspect that as you never picked a calling plan that you have broadband only, which means you have no telephone service, if you read over the order confirmation it will state you have broadband only and no phone service or phone number, if you do have a calling plan it will state PAYG (Pay as you go), 700 minutes or unlimited minutes along with the telephone number associated with your package.

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 15:23:10 GMT

I've tried both the wall socket & the Green socket at back of hub, no good!

Re: New Contract no phone line ?

imjolly — Sat, 11 Nov 2023 15:23:52 GMT

can you access your hub manager - 192.168.1254 into browser address bar and should see phone number an should say active

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 15:25:57 GMT

I will have a look, thank you.

Re: New Contract no phone line ?

David500 — Sat, 11 Nov 2023 17:14:40 GMT

In the original post @Jood1 states “I have my email from BT dated 26th October with my " pre-contract documents for my new Home Essentials with Home Phone and Broadband ." The offer states Unlimited Fibre broadband + unlimited minutes a month talk time to all Uk landlines & mobiles...Cost £20 per month.”

So should have a phone line and calls package.

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 17:15:26 GMT

It states Home Phone and Broadband,Broadband contract 12 months, Home phone contract 12 months . No phone number !

Re: New Contract no phone line ?

David500 — Sat, 11 Nov 2023 17:27:04 GMT

Is this in reply to @imjolly post#7. I’ve just noticed an error in the link. It should be 192.168.1.254

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 17:32:32 GMT

I have tried that & it shows that connection is not secure !?

I'm just looking for a way to contact BT about this but there is no way of getting in touch apart from plenty of phone numbers. I keep going round in circles.

No online chat, no email address, no online form !

Not very good for 2023 if you think about it !?

Re: New Contract no phone line ?

David500 — Sat, 11 Nov 2023 17:37:57 GMT

It’s not https as in this case it’s the address for your homehub within your internal network and is safe to use.

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 17:44:19 GMT

Just tried again & once again it shows that it is not secure .

Thank you for trying to help.

Re: New Contract no phone line ?

David500 — Sat, 11 Nov 2023 17:48:24 GMT

Yes but you should be able to carry on as the site is safe it’s your homehub

Re: New Contract no phone line ?

Jood1 — Sat, 11 Nov 2023 18:17:13 GMT

Oh I see what you mean .

It states that the phone is not configured !

I will look into it a bit more tomorrow.

Thank you so much for your help .

Re: New Contract no phone line ?

David500 — Sat, 11 Nov 2023 18:34:39 GMT

Thanks that explains why the phone doesn’t work. As you have difficulty phoning perhaps 1 of the mods maybe able to help. Could @imjolly or @Keith_Beddoe please help?

Re: New Contract no phone line ?

NeilO — Sat, 11 Nov 2023 18:43:10 GMT

Hi @Jood1 it looks like you've ordered the Fibre 2 home essentials plan for £20 a month. A calling plan is included in the package price, but you have to choose that you want it as part of the order otherwise only broadband is connected. If you haven't been provided with a telephone number on the order confirmation emails I think this option may have been left off the order. I'll be happy to help you get this sorted and will send you a private message so you can get in touch with the moderation team.

Thanks

Neil

Re: New Contract no phone line ?

NeilO — Tue, 14 Nov 2023 10:37:16 GMT

@Jood1 many thanks for your messages, I was happy to help you get this sorted.

Neil