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Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 13:59:36 GMT

My aunt Had internet installed on 22 July and phone line didn’t work. BT said it take 2-3 hours. When it didn’t work on 24 July spent BT at length and they said I needed a BT phone. Received on 26 July and phone line doesn’t work as phone said no connection. Internet is working. BT said need a visit but can’t do u til 31 July. This is for my 86 aunt who is disabled and lives alone. They won’t escalate it for a quicker engineer visit. REALLY????? Had an email on 22nd stating bil needs to be paid but can’t move quickly or care! Need urgent assistance and no one at BT cares

Re: Elderly, disabled person without a phone for 10 day!?

imjolly — Fri, 26 Jul 2024 14:02:52 GMT

have you connected the phone to the green socket on the back of the BT router?

Re: Elderly, disabled person without a phone for 10 day!?

WSH — Fri, 26 Jul 2024 14:10:12 GMT

Does her phone number appear on the management page of the Smart Hub 2?

If the number does appear, has she plugged her phone into the back of the Smart Hub 2 instead of the wall socket?

If the Smart Hub says “Not configured” then BT will have to organise a fix. Note, the Smart Hub 2 needs a reboot after digital voice has been activated, so that it can pick up the new settings. Without a reboot it just continues to say not configured.

Edit: Typing at the same time as imjolly.

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:11:39 GMT

Yes done everything that BT has told me to do on two lengthy phone calls

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:13:57 GMT

The system was set up by a BT engineer. The BT phone is not plugged into the hub as the BT phone (supplied by BT) only has a charging cable and no outlet for another cable to connect to the hub. BT today said that they phone they supplied does not need to be connected to the hub

Re: Elderly, disabled person without a phone for 10 day!?

imjolly — Fri, 26 Jul 2024 14:15:04 GMT

I have asked forum mods who are BT employees to see if they can help but doubt can do much over the weekend. they will post here

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:16:52 GMT

I’ll tell her not to be ill or fall or need any help over the weekend. But not every 86 year old disabled person can comply with BT lack of care.

love that BT post on the site a number to call for vulnerable people and not is just regular people who don’t help.

Re: Elderly, disabled person without a phone for 10 day!?

imjolly — Fri, 26 Jul 2024 14:18:42 GMT

@cseifert2 wrote:

The system was set up by a BT engineer. The BT phone is not plugged into the hub as the BT phone (supplied by BT) only has a charging cable and no outlet for another cable to connect to the hub. BT today said that they phone they supplied does not need to be connected to the hub

the phone needs to be paired to the SH2 base as it is cordless. if you go to hub manager 192.168.1.254 into your browser then you should be able to check DV active and also pair phone to hub

Re: Elderly, disabled person without a phone for 10 day!?

imjolly — Fri, 26 Jul 2024 14:20:15 GMT

is your Aunt registered here? https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:20:57 GMT

Not sure what you are telling me. Can you explain in plain language. How do I do that, on the hub or the phone? I did a video call with BT and no one suggested that

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:22:52 GMT

Thanks. No as new customer and didn’t know about this, despite stating her vulnerability (and lives alone). I will get this to her doctor to complete but that doesn’t help her right now

Re: Elderly, disabled person without a phone for 10 day!?

WSH — Fri, 26 Jul 2024 14:34:45 GMT

“Not sure what you are telling me….”

I don’t know if this will help as you’ll need to be there.

On a computer connected to the hub open a browser and type 192.168.1.254 in the address bar. That will open the management home page on the hub. On the lefthand side, you should see her phone number. If it just says “Not configured” then the service has not been set up.

If the number is present try clicking on it. If the phone is not paired with the hub, you can click “Start registration” from there. Just follow the instructions. If it asks for a password at any time, it’s the admin password off the little card on the back of the hub.

Re: Elderly, disabled person without a phone for 10 day!?

NeilO — Fri, 26 Jul 2024 14:37:45 GMT

@cseifert2 copy this number into the address bar on any web browser 192.168.1.254 it can be on any device connected to the Hub.

Click on the phone tile and from there you will see if the digital voice service is activated or not. It will also let you know if the handset is registered to the Hub. Please post back and let us know how you get on.

This video shows how you how to register the handset to the Hub.

https://youtu.be/ARxwt3XLShE

Have you also tried to plug a normal phone into the green socket on the back of the hub?

Thanks

Neil

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 14:46:44 GMT

Neil we don’t have a computer. She has internet because of the digital line requirements. Can’t this be done remotely by BT?

Re: Elderly, disabled person without a phone for 10 day!?

tonysmini018 — Fri, 26 Jul 2024 14:48:31 GMT

You can do it with a smart phone or tablet if you don’t have a computer.

Re: Elderly, disabled person without a phone for 10 day!?

imjolly — Fri, 26 Jul 2024 15:02:44 GMT

You can't pair the phone to the hub remotely you or your aunt need to do the pairing

Your aunt must have used a phone before moving to BT digital voice so can you not connect that from wall socket to socket on back of hub

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 15:38:36 GMT

It says phone not configured

Re: Elderly, disabled person without a phone for 10 day!?

WSH — Fri, 26 Jul 2024 18:02:01 GMT

Have you tried turning the hub off and on again, as I suggested in message 3?

Re: Elderly, disabled person without a phone for 10 day!?

cseifert2 — Fri, 26 Jul 2024 18:39:36 GMT

Yes. About 15 times

Re: Elderly, disabled person without a phone for 10 day!?

tonysmini018 — Sat, 27 Jul 2024 06:12:46 GMT

If it says it’s not configured it may need a profile rebuild. Speak to BT again, hopefully they can do this from their end without having to book you an engineers visit.