This topic

Does Digital Voice Actually Work With FTTP?

Customer66 — Sun, 24 Mar 2024 22:16:58 GMT

Starting to wonder if BT's Digital Voice only actually works with FTTC and not FTTP?

Having problems myself and read about others in similar situations.

NOT an expert, but reading online and on these forumes is making me wonder if you still need a copper wire for landline / digital voice to work.

Also is the "new" Digital Voice Service just VOIP that has been around for years?

Re: Does Digital Voice Actually Work With FTTP?

jac_95 — Sun, 24 Mar 2024 22:17:39 GMT

Hi Customer66,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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: Does Digital Voice Actually Work With FTTP?

jac_95 — Sun, 24 Mar 2024 22:35:16 GMT

@Customer66 Digital Voice works fine with Full Fibre (FTTP). No copper connection is required.

The digital voice service is delivered through the BT Smart Hub 2 as that acts as the VoIP/SIP gateway to BT's specific Digital Voice service.

What issue are you having?

Edit: reading your posts it sounds like your having issues getting the digital voice service to connect?

What does the status show for the phone when going into the BT Smart Hub 2's managed UI?

http://192.168.1.254

Should look something like this (bit highlighted on red)

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Mon, 25 Mar 2024 00:30:17 GMT

Re: Does Digital Voice Actually Work With FTTP?

jac_95 — Mon, 25 Mar 2024 08:19:50 GMT

@Customer66 - thanks for posting that information.

Ok so from the phone dialogue on the left suggests that your hub hasn't had been pushed and applied the appropriate configuration settings successfully so it's not fully set up yet. This is done remotely

The hybrid connect one on the right isn't needed for Digital Voice, it's a separate add on that uses the mobile network as a fallback to allow you to continue using the internet when the main broadband connection is down.

Re: Does Digital Voice Actually Work With FTTP?

iniltous — Mon, 25 Mar 2024 10:50:59 GMT

There is already a substantial post started by the OP where all these points have already been covered, the OP’s complaint is being handled by the BT executive level complaints department, so no further official help will be provided here, so starting a new post covering the same ground seems somewhat pointless.

As far as the ( flippant) question raised , Yes , DV works with FTTP , it is VoIP , but a proprietary version, and not the same as something provided by the likes of Sipgate, should the OP wish to use that type of VoIP provider they are not restricted from doing so .

Looking at the history of the OP’s problem, I suspect the issue isn’t providing them with DV service over their Openreach FTTP , it’s probably the requirement to provide them with the same PSTN phone number they had at a previous address, which may be impossible to achieve, they seem to think moving home and keeping the same number must be ‘doable’ but that’s not always the case , changing from PSTN to DV adds a further level of complexity.

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Mon, 25 Mar 2024 12:35:46 GMT

@iniltous

I take it you are either a huge BT Fan, A BT Shareholder or Employee.

There is already a substantial post started by the OP where all these points have already been covered, the OP’s complaint is being handled by the BT executive level complaints department, so no further official help will be provided here, so starting a new post covering the same ground seems somewhat pointless.

Yes and it ground to a halt and I have also reaised new questions here.

As far as the ( flippant) question raised , Yes , DV works with FTTP , it is VoIP , but a proprietary version, and not the same as something provided by the likes of Sipgate, should the OP wish to use that type of VoIP provider they are not restricted from doing so .

How do you know what is in my mind and whether a question is "flippant" or ot!?

After months without BB and DV Service (or good, effective Customer Service), I have been forced to enter the - very boring for me - world of "Telecommunications" and try to do some research to help myself. I have read that CV and FTTP may not be that compatible and SPGEA or FTTC is better.

Looking at the history of the OP’s problem, I suspect the issue isn’t providing them with DV service over their Openreach FTTP , it’s probably the requirement to provide them with the same PSTN phone number they had at a previous address

Wondering now if you are a BT Employee who has access to my innfo and account? If so then don't be shy - tell me why my service is not working?

which may be impossible to achieve, they seem to think moving home and keeping the same number must be ‘doable’ but that’s not always the case , changing from PSTN to DV adds a further level of complexity.

If it is NOT possible to use my old telephone number - a fairly common and basic request when moving home surely? - then BT has MIS-SOLD me by assuring me that was DOABLE and no problem. But - FYI - the "temp number" they supplied me with has never worked either!

What a pity the poster and BT and many experts on here - were less into pedantically and defensively picking fault with Customers while using unexplained jargon - and actually tried to FIND SOLUTIONS!

Re: Does Digital Voice Actually Work With FTTP?

imjolly — Mon, 25 Mar 2024 13:06:37 GMT

@Customer66

in your first post you mentioned you had moved home and all the phone problems stated after that move when you moved did you actually move from one phone exchange are to a different exchange as that would stop you retaining your existing number?

as has been posted many times until you see phone configured and a phone number in hub manager then you will not have an active home phone

Re: Does Digital Voice Actually Work With FTTP?

iniltous — Mon, 25 Mar 2024 14:01:59 GMT

I’m a BT customer and shareholder, I’m not a BT employee , I’m not an employee of anyone , hence spending way more time contributing here than I should , I wouldn’t call myself a BT ‘fan’ as such, I would argue that I have an appreciation of the way BT are obliged to operate, with regulatory interference, which in many cases results in problems , because of the mandated way BT have to interact with their suppliers.

I certainly don’t have any ‘inside knowledge’ of your account, it’s simple deduction from what you have previously posted that leads me to offer my opinion on what is and isn’t likely to be cause of the issues you face .

Its a matter of fact that once the executive level complaints people get involved the BT Mods on here ( they are the only BT employees ) defer to them , which makes sense ,so once you decide to go down that particular route , apart from ( hopefully ) closing the thread with the resolution, this forum becomes something of a dead end .

Lastly, given your post is entitled ‘ Does Digital Voice work with FTTP ‘ when there must be hundreds of thousands, if not millions of BT customers on FTTP using DV , what else could it be but a flippant question , a reasonable definition of flippant is , ‘not serious , in an attempt to be funny or to appear clever’ .

You already know that ( unfortunately ) you are one of a small number of customers that had or are having problems with DV , it’s the exception not the rule.

As I’m genuinely trying to be helpful, if it is the case that you would be happy enough with any phone number provided via DV ( although ideally you would prefer your original number ) , if it’s not essential, then has that been made clear to BT ? , providing a DV service without a specific number should be easy enough.

As far as the BT representative claiming that the number you had would be provided, perhaps they were mistaken, there isn’t enough information to make a judgement, did you move within the same exchange area ( even though FTTP isn’t defined by exchange areas ) , did you use the home mover service , was the cease if your FTTC/ADSL linked to the FTTP provide , perhaps it was possible but the 30 day limit between PSTN to DV migration ( when it is possible ) has been exceeded, as far as those questions ,there isn’t have enough information on which to offer an opinion.

Obviously you have not received good service, I’m certainly not suggesting you have , but posting the same information continually, adding to other posts , or starting new ones , may be cathartic, but are ultimately a waste of everyone’s time .

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Mon, 25 Mar 2024 14:03:21 GMT

as has been posted many times until you see phone configured and a phone number in hub manager then you will not have an active home phone

So if it is so obvious to many on here - why don't BT do that?

Re: Does Digital Voice Actually Work With FTTP?

imjolly — Mon, 25 Mar 2024 14:07:59 GMT

@Customer66 wrote:

as has been posted many times until you see phone configured and a phone number in hub manager then you will not have an active home phone

So if it is so obvious to many on here - why don't BT do that?

do what?

did you move exchange/area code in your house move? are you trying to retain existing phone number?

Re: Does Digital Voice Actually Work With FTTP?

chrisjp — Mon, 25 Mar 2024 14:36:58 GMT

"As far as the BT representative claiming that the number you had would be provided, perhaps they were mistaken, there isn’t enough information to make a judgement.."
I have to say that we do hear far too often on this forum of BT representatives giving out false information to customers wanting to change anything about their phone or broadband service. These representatives seem to be woefully badly trained and normally just read from scripts. I also suspect that they are on incentives to make sales, and to end conversations with customers as quickly as possible with a "resolved" tick in the box.

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Mon, 25 Mar 2024 14:48:58 GMT

@iniltous

Its a matter of fact that once the executive level complaints people get involved the BT Mods on here ( they are the only BT employees ) defer to them , which makes sense ,so once you decide to go down that particular route , apart from ( hopefully ) closing the thread with the resolution, this forum becomes something of a dead end .

Pity BT Exec Team were not straight-forward and honest with me about that then!

I have been forced on here because of BT incompetence.

I am glad that you admit that my beign 70 days without service is not "good service", but some of your other comment read like read to me like Pr for BT! I do not have to hand the figures that you claim to have regarding percentages of Customer left without service when switching to FTTP. Perhaps it is a minor matter to you, "an exception" as a sharholder, but to me as a Service User - who has no service - it is a BIG DEAL!

As I’m genuinely trying to be helpful, if it is the case that you would be happy enough with any phone number provided via DV ( although ideally you would prefer your original number ) , if it’s not essential, then has that been made clear to BT ? , providing a DV service without a specific number should be easy enough.

I want my original number - I was assured / promised that I coudl keep my original number - that I have had for 25 years. In fact I was told that was "NO PROBLEM". HOWEVER, As I have already stated however, BT gave me ANOTHER number - but NEITHER of them have EVER worked. So that issue is kind of moot.

As far as the BT representative claiming that the number you had would be provided, perhaps they were mistaken, there isn’t enough information to make a judgement, did you move within the same exchange area ( even though FTTP isn’t defined by exchange areas ) , did you use the home mover service , was the cease if your FTTC/ADSL linked to the FTTP provide , perhaps it was possible but the 30 day limit between PSTN to DV migration ( when it is possible ) has been exceeded, as far as those questions ,there isn’t have enough information on which to offer an opinion.

Yes, perhpas BT MISOLD me something they coudl not provide - many complaints about BT mis-selling on Ombudsman site. Re your other comments in that paragraph - some of them a customer woudl not know - way to technical - or invove BT's Procedures which they like to keep secret in my experience.

Lastly, given your post is entitled ‘ Does Digital Voice work with FTTP ‘ when there must be hundreds of thousands, if not millions of BT customers on FTTP using DV , what else could it be but a flippant question , a reasonable definition of flippant is , ‘not serious , in an attempt to be funny or to appear clever’ .

Perhpas there was an element of sarcasm born of frustration in my original question - but it is a genuine question. I am not an expert - but as I said - been forced to get to know more than I wanted to - about all this in order to try to find a solution - because the "experts" can't! During my research I have read that some other countries who convert to fibre also RETAIN copper wire because FTTP / DV + vital health and anti theft alarms etc DO NOT WORK - and that copper wire - or SOGEA? and FTTC or Copper Wire are still needed. I do not have ll the lins to present to you - nor the time or inclination to spend more time on this - but I am sure if you care to you will find the online articles I read questioning the efficiency of DV and the wisdom of BT for embarkign on it without retaining copper.

I dread coming on forums like this because of the smart alex who seem to thrive on making those askng for help feel small. Some BT staff I have encountered also seem like that.

You do to - calling me - or at least my question - "flippant" - that reveals an underlying assumption that some people seem to have, which is that people like me should on here should know as much as the "experts", telecommunications enthusiasts and/or Professionals on here - know what the acronyms mean, understand the technical stuff and love it all as much as they do. ie act "superior", a reasonable defintion of which is "having or showing an overly high opinion of oneself; conceited".

Keep your "genuine help" to yourself, please iniltous. It does not help me!

(Thanks to the lay people and experts on here who have actually suggested possible solutions - the ONT Serial Number Admin error / address mix up is still a possiblity I think - but BT wil not go further with that).

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Wed, 27 Mar 2024 15:08:42 GMT

I have no idea whether or not I moved "Exchange" or not - or what exactly an "exchange" even is in telephoney terms.

BUT I did NOT change dialing code - in the same town.

Re thumbs ups - I do give them for helpful answers 👍 😀

Re: Does Digital Voice Actually Work With FTTP?

iniltous — Wed, 27 Mar 2024 15:40:58 GMT

As an example, an area I’m reasonably familiar with , Darlington STD code is 01325 , there are various ‘villages’ around Darlington also with 01325 as the STD code , two are Croft exchange , 01325 72 **** , and Dinsdale exchange, 01325 33**** , if someone moved the very short distance from Croft to Dinsdale , they may think they can take their Croft number with them ( because they are both 01325 areas ) but they would be wrong , they are separate exchange number ranges .

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Thu, 28 Mar 2024 17:12:11 GMT

Does this help anyone to help me?

UPDATE - I have made complaints to both BT (Executive Office) and to Ombudsman.

BUT - WARNING! - Seems to be a BT "Procedure / Policy ? Punishment that if you do this, then you get no more technical help (eg a BT Phone Tech just cut me off after reading the notes on my case.

Another hung up when I asked if there was anyway of finding out my Registered BTOpenReach ONT Serial Number via my hub management page.

FYI - I have a sticker on my BTOpenReach Modem on my wall - but need to compare it to the one BT have Registered and they will not do this - or tell me the one they have registered!

Does this screen shot tell anyone anything useful they coudl lpass on to me?

Does anyone know how or where I could find out the ONT number BT have registered to my account - please note I already know the one on the sticker on the front of my home wall socket / modem - although I wonder if is wrong?

Re: Does Digital Voice Actually Work With FTTP?

licquorice — Thu, 28 Mar 2024 17:42:52 GMT

There is no useful information on the screenshot.

Unfortunately the ONT doesn't have a user accessible interface so there is no way of interrogating it to obtain its serial number, you have to rely on the label.

Re: Does Digital Voice Actually Work With FTTP?

imjolly — Thu, 28 Mar 2024 17:55:52 GMT

@Customer66

You are not being punished because you have contacted ELC and Ombudsman just staff do not interfere/get involved in an ongoing investigation by ELC - basically hands off

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Thu, 28 Mar 2024 18:14:52 GMT

imjolly

tomato / tomato?

semantics?

to me - the Customer - who is receiving no technical help - and has been without a landing for about 75 days now - it is effectively a punishment

Re: Does Digital Voice Actually Work With FTTP?

Customer66 — Thu, 28 Mar 2024 18:12:59 GMT

Like the late Queen Elizabeth II at Paul Burrell's Trial - I have suddenly remembered sometime very pertinant ....

Way back at the beinning of all this, in Dec 2023, during my 1st phone call with BT regarding my Home Move, I asked if I could keep my Phone Number (had had it for 20+ years) and he told me "Yes, no problem. It's the same EXCHANGE!" (or "in the same exchange").

So assuming he was correct, then that can't be the issue either ...

unless ... If BT discovered later that it is not the same exchange - and then decided to pretend not to know what the issue is that is causing me to have no Digital Voice/ Landline for 3 months just to cover than initial error?

Surely not.

So that rules that possibly cause of fault out also.