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Digital Voice

skhm28 — Tue, 20 Feb 2024 12:57:55 GMT

Hi, Had DV installed in march 2023, and has been working fine.

Today noticed that we cannot make calls out. Cannot break dial tone. Incoming is fine though.

went through the troubleshooting guide online to no avail. Booted Hub , still no good.

Using analogue handsets (wireless) with base station connected via BT supplied adapter.

According to tests, system back end is OK, and BT fibre no problems.

any suggestions?

thanks

Re: Digital Voice

jac_95 — Tue, 20 Feb 2024 13:00:02 GMT

Hi skhm28,

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: Digital Voice

licquorice — Tue, 20 Feb 2024 14:07:46 GMT

Try a factory reset if the hub. Press the recessed button with a pin for about 20 seconds until the lights flash.

Re: Digital Voice

-Richie- — Tue, 20 Feb 2024 15:29:57 GMT

@licquoricewrote:
Try a factory reset if the hub. Press the recessed button with a pin for about 20 seconds until the lights flash.

Before doing this, make sure to backup your phone contacts if using BT provided DV handsets.

Re: Digital Voice

licquorice — Tue, 20 Feb 2024 15:41:16 GMT

Yes, forgot to say that. Well spotted @-Richie-

Re: Digital Voice

Anonymous — Tue, 20 Feb 2024 15:51:00 GMT

I'd try direct into the SH2 first.

Re: Digital Voice

skhm28 — Tue, 20 Feb 2024 16:11:57 GMT

Thanks all,

when I get home later,

I will try with the handset plugged directly into the SH2 to take the DV adapter out of the picture.

if that doesn't work, ill do a factory reset and try again.

will revert.

Re: Digital Voice

skhm28 — Tue, 20 Feb 2024 20:45:46 GMT

Well.

Problem solved.
i tried the phone in the SH2 and it worked. So I power reset the DV adapter and hey presto.

thanks for the suggestions.

question- if I did factory reset the hub would it recover its link settings automatically? Or would need to be configured manually ?

thanks again all.

Re: Digital Voice

licquorice — Tue, 20 Feb 2024 21:39:42 GMT

Not sure what you mean by 'link settings'. You would have to re-register any DV handsets or DV adapters.

As @-Richie- has said, make sure you take a backup of your contacts before factory resetting as they will be lost.

Hub Manager > Phone > Contacts > export

Re: Digital Voice

skhm28 — Wed, 21 Feb 2024 10:52:13 GMT

I mean, the. onfig of the hub, will it auto recoinfig and connect or does it have to have manual config ie user/pwd, IP etc?

cheers

Re: Digital Voice

Anonymous — Wed, 21 Feb 2024 11:05:16 GMT

Unless you have made any changes to the SH2 yourself, it will simply reconnect as the credentials are inbuilt.

Note that it's possible to backup both the SH2 config & any contacts stored by DV if necessary.