This topic

Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 11:39:54 GMT

I have done a factory reset on my Smart Hub. The Internet now works but my Digital voice phone says it needs to be 'Activated'. How do I do this?

Re: Activating Digital voice phone

jac_95 — Sun, 07 Apr 2024 11:47:39 GMT

Hi IanLoughlin,

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: Activating Digital voice phone

chrisjp — Sun, 07 Apr 2024 11:57:13 GMT

I think this is something that has to be initiated by BT and carried out by Openreach. Go to 192.168.1.254 on a web browser connected to your SmartHub and see if your phone number is shown in the "Phone" section. If there is no phone number shown then BT has not yet activated your phone, and you might find your old analogue phone connection still works

Re: Activating Digital voice phone

imjolly — Sun, 07 Apr 2024 12:29:10 GMT

was your DV phone working before the factory reset

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 12:29:58 GMT

Yes, this is not a new installation. After the hub factory reset the internet came back fully working but my voide phones are not working. It had a message saying they need activating. I am online to BT helpline chat but going around the houses checking for loose cables and wotnot.

Re: Activating Digital voice phone

VeteranISPUser — Sun, 07 Apr 2024 12:32:36 GMT

Hi @IanLoughlin The factory reset (I hope you saved your contacts first) will de-register all your DV phones. You will need to re-register them again.

Re: Activating Digital voice phone

Anonymous — Sun, 07 Apr 2024 12:35:49 GMT

"Activated" would seem an odd message but if you've factory reset the SH2 then I expect you just need to re-pair the phones, either via the WPS button on the SH2 or via the phone section of the web interface. You may need to also factory reset the handset(s) first to remove the original pairing.

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 12:57:00 GMT

Hi, I went through the standard procedures for re-registering my voice phone(s). It basically said "No Internet connection" but obviously my internet is working - I am talking to you!
I was on the chat to BT and asked about resetting my phones, she said it wasn't necessary - just do a re-register cycle. Do you think I should try resetting my two voice phones anyway? This is clearly finger trouble on my part. I just wanted to clear out the 380 pages of event logs on the hub.

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 12:59:04 GMT

I did do a backup/restore before resetting in order to save my hub settings to a conf file. It specifically says it does not save contacts (sadness).

Re: Activating Digital voice phone

Anonymous — Sun, 07 Apr 2024 13:06:38 GMT

@IanLoughlin

There is a separate backup for contacts in the phone section.

https://www.bt.com/help/landline/digital-voice-phones/migrating-contacts

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 13:20:11 GMT

Ah thanks. If all else fails, read the instructions....

Re: Activating Digital voice phone

WSH — Sun, 07 Apr 2024 13:48:10 GMT

Did you try rebooting the hub a second time?

I’ve encountered this before. The SH2 did not pick up the DV settings after a factory reset but a second reboot sorted it in my case. Might just have been a random one-off, of course, as I’ve only seen it do it the once and I don’t factory reset that often.

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 14:20:08 GMT

Tried rebooting it a second time but no progress. Engineer coming tomorrow, that's good service.

Re: Activating Digital voice phone

Les-Gibson — Sun, 07 Apr 2024 14:41:14 GMT

I did a factory reset on my hub recently and the same same happened, I just left it for a few minutes and it sorted itself out but all my contacts had gone. Luckily I have a .csv file on my PC which I was able to convert to a .VCF file which I imported to re-establish them

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 18:39:17 GMT

Ah, if it's not just me it sounds like there is some kind of bug. Be interesting to see what the BT engineer says tomorrow.

Re: Activating Digital voice phone

IanLoughlin — Sun, 07 Apr 2024 18:42:03 GMT

Yes my DV Phone was working perfectly before I did a factory reset.