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No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Tue, 27 Feb 2024 10:30:10 GMT

We have been Bt customers for years and we never had any problems with our Bt products. However, this year, when we renewed our contract, we were told we were going to be upgraded to Digital Voice. They sent us an Essential Bt digital phone and a free adapter. I am 84 years old and I can not cope with the digital world. On top of it I suffer from very poor hearing (I wear hearing aids) and have had two heart attacks since 2019; that's why I leave any arrangements to my wife. She's been on the phone to the 150 customer services to sort out our phone line (our internet is working fine) for the last 4 weeks and we still have not had any dialling tone since 1st February 2024. We read all the comments on this forum to try to find an answer and followed instructions but we can not get any further than registering our new Bt Essential digital handset. We keep getting a message saying "there is no internet connection". This is not true; we do have the Smart Hub 2 working properly. We have read on this forum that all you have to do is to connect the telephone cable on the back of the Hub in the telephone socket. However, our new Bt Digital phone handset only has one cable to be connected into the electricity socket. Please, help! We are both desperate to call my Spanish family in Spain (as we have done for years) to support them__my wife's sister is having cancer treatment and she needs us to comfort her urgently. Please, help us! We are already suffering from anxiety and frustration! Many thanks in advance.

Re: No telephone line working for 27 days since Digital Voice new contract!

RIC9380 — Tue, 27 Feb 2024 10:43:05 GMT

@Rosmy Welcome to the Community. Please don't panic.

Once your new DV phone is plugged into the mains and the batteries are charged up you need to register the phone to your Hub as described in the User Guide. The phone socket at the back of the Hub is only for non-DV telephones so don't worry about that. Try following the instructions and let us know how you get on: BT-Essential-Digital-Home-Phone-UserGuide.pdf

RIC9380

Re: No telephone line working for 27 days since Digital Voice new contract!

Les-Gibson — Tue, 27 Feb 2024 10:43:17 GMT

The socket on the back of the SH2 replaces the socket that your old phones used to plug into so try connecting your old phone (assuming you still have it) to that as a first step to getting you some telephone service

Re: No telephone line working for 27 days since Digital Voice new contract!

imjolly — Tue, 27 Feb 2024 10:44:50 GMT

if your previous phone was connected to the openreach wall socket then if you take the phone cable from wall socket and connect that to green phone socket of the back of the hub can you get a dial tone?

with the new BT digital phone you have is you enter 192.168.1.254 into the browser address bar that will take you to the hub interface then enter admin password shown on back of hub. once into hub manager then you should see your phone number and should be active. if active then select and then you pair the new phone to the hub it connects using DECT not wifi

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Tue, 27 Feb 2024 15:21:19 GMT

Hi, thank you ever so much for your help. I followed your instructions and I entered 192.168.1.254 into the browser address bar that took me to the hub interface then I entered admin password shown on back of my hub. Once into my hub manager you can see the telephone icon section/box in a grey shaded background colour (the other sections being active show bright blue colour). It reads "not configured"! Obviously it is not active. My Bt digital handset has been registered by the Hub but it keeps saying on the screen: "No internet connection". However, our Smart Hub 2 is working fine and we have no trouble with the internet connection. Hence, we cannot fully link it to the hu yet! I am sorry to trouble you again. I find the whole thing very difficult. I am trying to help my husband but so far I am not doing very well. I am Spanish and most of the technical terms are beyond me. Once again, many thanks for your help! Gracias.

Re: No telephone line working for 27 days since Digital Voice new contract!

imjolly — Tue, 27 Feb 2024 15:47:43 GMT

If hub manager is showing phone not configured you can try restarting the hub and if still showing not configured phone CS 03301234150 and they should be able to help

If they don't help then post back and we can see if mods will help you

Re: No telephone line working for 27 days since Digital Voice new contract!

RIC9380 — Tue, 27 Feb 2024 15:47:52 GMT

As it appears you have a chronic long-term illness or disability, you might qualify for the Free BT Priority Fault Repair scheme. The scheme means that if a fault develops on your broadband or landline service, you'll get priority over standard faults and it will be dealt with it as soon as BT can, 365 days a year. Please call 0800 800 150 (it's a free call from your mobile phone ) and discuss your situation with a Guide.

RIC9380 🙂

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Tue, 27 Feb 2024 19:08:08 GMT

Thank you for your advice! We appreciate the time you have taken to help us. Let's hope it gets sorted soon.

Re: No telephone line working for 27 days since Digital Voice new contract!

Les-Gibson — Tue, 27 Feb 2024 19:41:38 GMT

As it would appear that your Digital Voice service has not been configured, it might be worth plugging your old phone back into the old socket, it might still be operational

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Wed, 28 Feb 2024 07:30:33 GMT

Many thanks for your advice. We have already tried connecting our old digital phone to the Smart Hub2 but it didn't work either.

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Fri, 01 Mar 2024 10:18:33 GMT

Thank you for your advice but I'm afraid I have already tried that and it doesn't work.

Re: No telephone line working for 27 days since Digital Voice new contract!

imjolly — Fri, 01 Mar 2024 10:22:30 GMT

as this seems to be dragging on and you are getting nowhere I have asked a mod to help they will post here

Re: No telephone line working for 27 days since Digital Voice new contract!

DanielS — Fri, 01 Mar 2024 10:25:55 GMT

Hi @Rosmy,

Thanks for reaching out to us.

I've been reading over your thread and think it would be best if you or your Wife spoke with my team.

I have sent you a private message that you can reply back to my team through. It may take us 3-5 working days before we can get back to you but we will do everything that we can to help you as soon as we can.

Thank you

DanielS

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Sat, 02 Mar 2024 08:08:04 GMT

Thank you for being so caring. We still have no phone line connection (31 days so far...!). Bt has arranged for an engineer to sort it out! We have no confidence at all it will be solved; this is the 3rd time they send an engineer. We never had any problem with our phone line prior to being upgraded to Digital Voice!

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Sat, 02 Mar 2024 09:12:44 GMT

Thank you so much for helping us. Bt has arranged an engineer to try to solve it. We don't have any confidence he will solve the connection problem since this is the third time they try to do it. If he doesn't sort it out by Tuesday 5th (that's their dateline), we will most certainly contact you. Once again, thank you for your kindness!

Re: No telephone line working for 27 days since Digital Voice new contract!

Keith_Beddoe — Sat, 02 Mar 2024 09:26:08 GMT

@Rosmy

It would be best to reply to the private message from @DanielS now, as its going to be a few days before one of the team can look at your request.

If it is sorted by by Tuesday, just post back here and the request for help can be cancelled.

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Sat, 02 Mar 2024 15:23:17 GMT

Thank you for your advice. I have just sent Daniel an email. Your help is much appreciated!

Re: No telephone line working for 27 days since Digital Voice new contract!

Rosmy — Mon, 04 Mar 2024 09:05:19 GMT

Dear Daniel, Thank you for helping us. I thought I mention something that I think it will be vey useful to you to find a solution to our problem. Yesterday I read on this site Stevenmoore3 contribution, Aspiring contributor, where he talked about his DV not configured on his Smart Hub 2. He said his serial Number was probably wrong on his modem and insisted to Bt on an Open Reach engineer coming out. When the engineer looked at the ONT, he realised straightaway the serial Number was wrong and did not match their records. He completely replaced the ONT and registered it properly against his account. His action solved the problem . The reason why I mention this is because on 2 occasions last month I have been told by Bt that our Smart Hub2 did not match their records (I actually read out the serial number to them over the phone); they only have my previous Bt Hub5 on their records, which we used until July 2023, when we were told to have it had to be replaced for the Smart Hub 2 we currently have by a Bt engineer in order to be ready for the DV connection in the near future. We were wondering if we are having the same problem Stevenmoore3 discussed on this forum! I hope this can shed some light! Kind regards

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Re: No telephone line working for 27 days since Digital Voice new contract!

Anonymous — Mon, 04 Mar 2024 09:48:36 GMT

@Rosmy

The ONT serial number should be on a sticker on it, so you can make a note of it & call BT yourself to check it matches.

Ideally you want the FTTP on 0800 587 4787.

Re: No telephone line working for 27 days since Digital Voice new contract!

Customer66 — Fri, 08 Mar 2024 04:39:03 GMT

haha! - read on here about the nightmare even trying to get a form from them, never mind the service - but worth a try I suppose.