This topic

Digital Phone

susanj15 — Tue, 27 Aug 2024 09:29:41 GMT

I have recently renewed my BT contract and a digital phone adapter has been fitted. I have my contacts in my phone. However when anybody rings no name or number is given, just 'No Number' stated. I have done an online chat and it was suggested I reset my phone, which I did but it made no difference.
Any suggestions welcome please.

Re: Digital Phone

iniltous — Tue, 27 Aug 2024 09:38:30 GMT

Move your phone and plug it directly into the SH2 ( temporarily ) and see if incoming calls display, the appropriate CLI , if it does then the adapter isn’t working correctly, if no CLI with your phone at the SH2 then the defect may be the CLI service itself , or the SH2 or your phone , but no point speculating on that yet .

Re: Digital Phone

susanj15 — Wed, 28 Aug 2024 13:12:04 GMT

Thank you for your reply. However I don't understand any of it, sorry.

Re: Digital Phone

imjolly — Wed, 28 Aug 2024 13:15:37 GMT

if you are using a phone adapter then unplug phone from adapter and try connecting the phone to the green phone socket on back of hub and see if that shows incoming caller information

Re: Digital Phone

susanj15 — Thu, 29 Aug 2024 10:41:54 GMT

Thank you for your reply. We have 3 phones, one connected to base station which I presume is now connected to the adapter. in a cupboard together with our BT internet system. I am not inclined to move any equipment. I am very sorry. (Aged 76) Susan J.

Re: Digital Phone

HHGTTG — Thu, 29 Aug 2024 13:08:40 GMT

Does any one of your phones that is plugged directly into the back of the SH2 (green BT socket) work? If so although it may not be a convenient solution depending on where your SH2 is placed, you should then pair a DV adapter first with the SH2 (whilst plugged into a mains socket or extension lead close by whilst the pairing takes place. You can then unplug the DV adapter and plug it into any socket in your house and then plug any phone into the BT socket on the DV adapter and then it should work and receive calls. Of course you DV phone service needs to have been activated for any of this to work.

(Aged 86!)

Re: Digital Phone

susanj15 — Fri, 30 Aug 2024 10:13:22 GMT

Thank you for your email. All our phones are on charging bases with plugs into wall sockets. so I don't know how to do this. Thank you for all your help. Susan J.

Re: Digital Phone

WSH — Fri, 30 Aug 2024 11:00:44 GMT

To clarify what iniltous and HHGTTG said:

One of those charging bases will be bigger than the rest.

That one is the “base station”. That is, it controls the rest and is the one that connects to the outside phone line. You need to move that one temporarily so that the phone cable on it can plug into the green socket on the back of the Smart Hub 2 router. This will allow you to test if that fixes the problem. (It will still need to be plugged into the mains as well, of course).

If it does fix it, it suggests the adapter is not paired properly or is faulty and you should follow what HHGTTG suggested.

Re: Digital Phone

imjolly — Fri, 30 Aug 2024 11:03:58 GMT

if your BT hub is in same cupboard as the DV adapter then just unplug the cable from adapter and connect it to the socket on back of hub no need to move any equipment just move cable from one socket to another socket

Re: Digital Phone

susanj15 — Mon, 02 Sep 2024 09:59:39 GMT

Thank you for your suggestions. I am not inclined to start moving phone cables. Sorry. Susan J.

Re: Digital Phone

imjolly — Mon, 02 Sep 2024 10:03:42 GMT

@susanj15

if you feel unable to simply move a cable from one socket to another are you able to get a relative or neighbour to try moving the cable as I suggested? if not you need to phone CS 03301234150 and report phone fault

Re: Digital Phone

susanj15 — Mon, 02 Sep 2024 10:28:22 GMT

Thank you very much for your suggestions. We have someone coming to stay soon I could ask them. I can do other stuff but don't want to mess with my phone etc. Susan J.

Re: Digital Phone

chrisjp — Mon, 02 Sep 2024 11:36:57 GMT

It really is very simple to unplug the phone cable from the adapter and plug it into the green socket on the back of the SH2. There's nothing to be afraid of and no chance of doing any damage to anything. You can reverse the process at any time without a problem.

Re: Digital Phone

HHGTTG — Mon, 02 Sep 2024 12:39:20 GMT

Yes just remember to squeeze gently the springy plastic tab on the side when pulling the plug out of the socket.

Re: Digital Phone

APerson — Mon, 02 Sep 2024 15:40:23 GMT

Much of the help does not seem to recognising the lady consumer may well be unfamiliar with the jargon used, and was in a situation of simply plugging the (presmably) dect phone master base into the BT phone socket and voila, tellephony worked. Then along comes proprietaty BT DV replacement, that is quite different, let alone uses more power ( £ energy costs) to do the same as was but in a more coplicated way - not of any benifit to a consumer victim of badly handled change and or communication.
FOr support do put yourselves in the shoes of the customer and understand what needs doing in term they understand, when looking to help, we don't all have the same level of understanding or abreviations.

Susan I hope it is sorted, if not reach out again and or contact BT customer service and hopefully they can talk you through the new way of having to do things.

Re: Digital Phone

WSH — Mon, 02 Sep 2024 16:03:08 GMT

Well, firstly, it’s not more complicated. You plug the phone into the Smart Hub instead of the wall phone socket and everything works just as it did before. The only remotely complicated thing is that you might need to relocate the phone base station, so it’s close enough to the Smart Hub, and then turn the Smart Hub off and on again afterwards.

Secondly, what’s unclear about move the phone plug from the wall socket to green socket on the back of the Smart Hub router?

I can understand the OP’s reluctance to do this if she is unfamiliar with tech and I do sympathise, but let’s not get carried away. It’s not complicated, as such, and to make out it is, is just unnecessarily seeding fear for other users that have this coming up. Consequently, your post doesn’t help anyone.

Re: Digital Phone

HHGTTG — Mon, 02 Sep 2024 16:20:33 GMT

Let's face it removing that BT 431 plug isn't that difficult but often replacing it into similar sockets with a spring loaded shutter is more difficult. I realise that this is not the case here where both SH2 and DV adapter sockets require just simply a push fit and click into place.

I'd be more concerned, if I were Jean? if I was asked to put the BT phone plug into the old Master socket or extension sockets that had a shutter to push away at the same time. Very often these might be very low down on one's wall or skirting boards requiring bending and seeing what is going on.

Re: Digital Phone

susanj15 — Tue, 03 Sep 2024 10:12:02 GMT

Thank you for all your suggestions and hard work trying to help me.. Our wiring is a bit complicated as out modem is on one shelf, our base phone on another and the sockets, digital adapter in a lower cupboard with all the wiring 'threaded' down the back of the shelves.
hence the reluctance to start moving equipment.
I'll probably contact BT as I tried their onl;lne chat yesterday to no avail again.
Best wishes, Susan J.

Re: Digital Phone

susanj15 — Tue, 03 Sep 2024 10:13:53 GMT

Re: Digital Phone

susanj15 — Tue, 03 Sep 2024 10:14:17 GMT