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Moved to digital voice, but its not working

natswright — Wed, 29 May 2024 19:28:24 GMT

I've got my new hub, around 7 days ago, its setup and working and i've had texts from BT sating digital voice is going live.

My Broadband is fine, but I still have to plug (Brand New) Analogue phone into the BT outlet for it to work. When plugged into the router, it does nothing at all.

I've followed the setup instructions and they say just plug in and go

I presume, despite the texts, that the move is not complete yet?

If anyone can advise as i've just gotten my broadband sorted after 2 months of it not working! The last thing I want are yet more issues

I'm on Fibre, but with copper to the house, so not full fibre.

Re: Moved to digital voice, but its not working

jac_95 — Wed, 29 May 2024 19:27:39 GMT

Hi natswright,

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: Moved to digital voice, but its not working

WSH — Wed, 29 May 2024 19:53:45 GMT

When mine went through the hub required a reboot before it loaded the DV settings. If, after the reboot, the hub management page still doesn’t show your phone number then the change hasn't been implemented yet.

Re: Moved to digital voice, but its not working

natswright — Wed, 29 May 2024 19:57:59 GMT

Thanks, i'll give that a try

Re: Moved to digital voice, but its not working

natswright — Wed, 29 May 2024 20:06:36 GMT

Thats all that was needed, a reboot!!

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 07:12:02 GMT

Do you mean restart the router? My phone isn’t working either since plugging it into the router.

Re: Moved to digital voice, but its not working

Rach_H — Tue, 25 Feb 2025 12:27:22 GMT

Yes @AMayes. Tryig turning your router off, leaving it for about 10 seconds, and then turning it back on, and see if this fixes the issue.

Rach

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 15:21:22 GMT

I tried that but it doesn’t work. If I phone the landline from my mobile the base rings but the handset doesn’t do anything so can’t be answered and I can’t phone out.

Re: Moved to digital voice, but its not working

imjolly — Tue, 25 Feb 2025 15:30:13 GMT

@AMayes

if BT DV cordless phone have you paired it to the SH2 - connects by DECT not wifi. if you have a corded phone is it connected to green socket on back of hub?

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 15:51:20 GMT

It is a BT guardian phone (blocks nuisance calls) BT8500. We plugged it into the green port on back of new router that we were sent. We seem to have a problem where the handset can’t find the base. Somehow I got it so my mobile will say ‘Anne’s mobile’ on the handset when I ring my landline but I can’t answer it or ring out.

Re: Moved to digital voice, but its not working

WSH — Tue, 25 Feb 2025 17:14:21 GMT

Does the Smart Hub management page show your phone number? Does the phone work if plugged back into the wall socket? When exactly was the switch to DV meant to occur? Today, yesterday etc.

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 17:18:57 GMT

Yes the Smart Hub shows my number. No the phone doesn’t work if I connect it the old way. The switch was supposed to happen yesterday and the man I chatted with yesterday ensured me it would be done. I’m thinking it must be done if the base can ring?

Re: Moved to digital voice, but its not working

WSH — Tue, 25 Feb 2025 17:26:02 GMT

Sorry, I've misunderstood you then. Didn't realise the base was ringing. So it's just the handset can't reach the base, right? Sounds like it's not the DV then but a problem with the phone itself.

Is the base in a different location? Could be the signal is struggling to reach it. Could be the handset needs re-registering to the base, especially if the base was unplugged for a while. Otherwise I'm struggling.

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 17:40:51 GMT

Thank you for trying to help. The phone is in the same place it has always been, just plugged into the router and not the wall. It was working fine. I don’t know how to re register it to the base. Looks like I’ll be back on the phone to BT tomorrow.

Re: Moved to digital voice, but its not working

WSH — Tue, 25 Feb 2025 17:53:50 GMT

A very, very, very long-shot.

A quick glance suggests the 8500 is a very old phone. At one time cordless phones used more or less the same 2.4GHz frequency band as Wi-Fi, (although for a different wireless system called DECT). Sometimes this caused interference between the two. Modern cordless phones use a slightly different frequency. Try it with the 2.4GHz Wi-Fi turned off on the Smart Hub., see if that makes any difference.

Re: Moved to digital voice, but its not working

AMayes — Tue, 25 Feb 2025 18:08:03 GMT

No difference sadly. I’m learning a lot though. I didn’t even know about the Smart Hub u til today.

Re: Moved to digital voice, but its not working

WSH — Tue, 25 Feb 2025 18:26:09 GMT

Yes, it's a strange one. I can't see any reason why the phone should suddenly stop talking to it's base. I take it the handset batteries are in decent condition?

Edit: This might help https://www.bt.com/help/landline/why-can-t-i-make-or-receive-telephone-calls--cordless-phones--

Re: Moved to digital voice, but its not working

AMayes — Wed, 26 Feb 2025 06:27:10 GMT

Yes I believe so.

Re: Moved to digital voice, but its not working

AMayes — Wed, 26 Feb 2025 13:39:30 GMT

Managed to sort the problem by myself. The base couldn’t find the handset so via the Smart Hub I deregistered the handset. I needed the admin password for the router. Then on the handset I went to Register where you have to press ‘find’ on the base and hey presto I can now make and receive calls. 😀