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Digital voice switchover

Kareen — Mon, 23 Sep 2024 10:41:18 GMT

Hello,

I am after some advice. My home phone line is being switched over to the new digital voice and I received a text this morning saying the broadband is now ready to use. My activation date for digital voice was today but I have managed to change it to next Monday.

My query is that I was emailed to say I would need a new router, which I have not received, so how can they switch my landline over?

My main worry is my 81 year old mum lives with me and our mobile phone signal is awful at times so in an emergency she always has the home phone to use if the mobile is working.

Re: Digital voice switchover

jac_95 — Mon, 23 Sep 2024 10:42:39 GMT

Hi Kareen,

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: Digital voice switchover

Keith_Beddoe — Mon, 23 Sep 2024 10:44:43 GMT

@Kareen

Which BT Home Hub do you have?

Does the back look like this, with a green socket at the back?

Re: Digital voice switchover

VeteranISPUser — Mon, 23 Sep 2024 10:44:28 GMT

Hi @Kareen Which router do you have now?

Re: Digital voice switchover

chrisjp — Mon, 23 Sep 2024 10:45:57 GMT

If you've put back the switchover date to next Monday, then BT's system automatically puts back the despatch date for your new router/hub. You should receive it sometime this week.
I don't understand why BT do this as I can see no harm in you receiving your hub a bit early, but it seems BT like to play brinkmanship with the postal system!

Re: Digital voice switchover

Kareen — Mon, 23 Sep 2024 10:48:27 GMT

No, just the 4 yellow ones a and 1 or 2 other connections

Re: Digital voice switchover

Kareen — Mon, 23 Sep 2024 10:50:05 GMT

Smart Hub

Re: Digital voice switchover

Kareen — Mon, 23 Sep 2024 10:52:31 GMT

I looked at the order process and it said delivery was delayed on 13/9 and then on 19/9 it says return processed and a return date of 22/9. The next one said activation date for 23/9

Re: Digital voice switchover

WSH — Mon, 23 Sep 2024 11:09:51 GMT

So, it’s a Smart Hub 2* you need, as pictured by Keith. (The original Smart Hub doesn't have the phone socket, as you will have noticed). The phone plugs into the green phone socket on the back. They should send you one before the switch and they can detect if it is connected before they do the switch, so it should not go through until they can “see” it connected.

Be aware that one thing that seems to be missing from the instructions is that the Smart Hub 2 will require a restart to pick up the phone settings after the change goes through.

(*As a stand-by, if you are concerned, you can buy them from Amazon fairly cheaply. I bought one as a spare for £35 and both units work fine. Of course, you shouldn’t need to, but if the change does go through before BT’s is delivered, it may be quicker to get one that way).

Re: Digital voice switchover

Kareen — Mon, 23 Sep 2024 11:16:49 GMT

Thank you, hopefully i'll get it at some point. I'll just have to hope they don't switch over until it's arrived