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icr
Beginner

on ‎12-01-2021 13h31

1,674 Views
Message 1 of 25

4 weeks and no connection

My 87 year old father has recently moved house. On 15 December his Home Hub was connected so he is connected to the internet. His hub phone should have been connected on the same day but it wasn't AND IT STILL ISN'T!! He followed it up initially and since Christmas Eve I have taken over. Every time I ring the connections team they are very apologetic and say that it will be connected in 24-48 hours. More recently the issue has been escalated to IT Management then to a Level 2 Bridge something but still no service. I am at a loss as to what I can do to get this sorted.

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24 REPLIES 24
Keith_Beddoe
Distinguished Sage
Distinguished Sage

on ‎12-01-2021 13h49

1,667 Views
Message 2 of 25

Re: 4 weeks and no connection

@icr 

Welcome to this user forum.

Can you explain what you mean about a hub phone, does he have the BT Digital Voice service?

What sort of broadband connection does he have?

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imjolly
Distinguished Sage
Distinguished Sage

on ‎12-01-2021 13h50

1,665 Views
Message 3 of 25

Re: 4 weeks and no connection

does your father now have digital voice which connects to the actual hub or still the older copper connection where phone connects to the phone socket in the wall?



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icr
Beginner

on ‎12-01-2021 13h53

1,663 Views
Message 4 of 25

Re: 4 weeks and no connection

He has Fibre Broadband to the house. He assumed that he would have a 'normal' phone which plugged into his BT sockets but it transpires that he's going to have the VOIP service and has been sent a singular 'Hub Phone' by BT

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imjolly
Distinguished Sage
Distinguished Sage

‎12-01-2021 13h55 - edited ‎12-01-2021 13h56

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Message 5 of 25

Re: 4 weeks and no connection

then that pairs with the hub with the hub acting as a dect base station like a cordless phone   corded phone can be connected to phone socket on back of hub



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icr
Beginner

on ‎12-01-2021 13h55

1,660 Views
Message 6 of 25

Re: 4 weeks and no connection

So yes he is meant to be getting BT Digital Voice. The house is 18 months old and there are no copper wires,

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icr
Beginner

on ‎12-01-2021 13h58

1,658 Views
Message 7 of 25

Re: 4 weeks and no connection

He has a Smart Hub 2 - I can't see any socket  that a 'corded phone' can plug into?

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imjolly
Distinguished Sage
Distinguished Sage

‎12-01-2021 14h00 - edited ‎12-01-2021 14h01

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Message 8 of 25

Re: 4 weeks and no connection

remove sticker 'for digital voice only'

did you pair the DV phone to the hub?



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Keith_Beddoe
Distinguished Sage
Distinguished Sage

‎12-01-2021 14h02 - edited ‎12-01-2021 14h03

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Message 9 of 25

Re: 4 weeks and no connection

@icr wrote:

He has a Smart Hub 2 - I can't see any socket  that a 'corded phone' can plug into?

It should show up on this picture in green.

Capture.JPG

If there is a nearby phone socket, then its possible to link that socket on the home hub, to the rest of the sockets in the house.

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CJT80
Recognised Expert

on ‎12-01-2021 14h04

1,633 Views
Message 10 of 25

Re: 4 weeks and no connection

 

@icr 

Sorry to chip in, 

Also have a look here: Digital Voice: How do I set up my service? | BT Help 

 

Kind Regards
CJT80
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