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Aspiring Contributor
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Message 1 of 17

New BT Infinity been installed and phone is not working

Hi,

 

We had our BT Infinity installed on Friday and the phone will not work on the white box that they have installed? It has a light which I guess is supposed to come on when you plug the phone in but nbothing happens. When I call our number the line has the busy tone and if I try and make a call the line is blank - no noise? It worked fine till the work was done but now I can only use the phone if it is plugged directly in to the master socket. Any ideas please? Maybe the engineer has messed up the wiring? The broadband is fine btw.

 

Thanks

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Distinguished Sage
Distinguished Sage
2,405 Views
Message 2 of 17

Re: New BT Infinity been installed and phone is not working

Your phone can only plug into the bottom socket of the new master socket. There is no light on that, so I am not sure where you are trying to plug the phone into?

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Aspiring Contributor
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Message 3 of 17

Re: New BT Infinity been installed and phone is not working

Hi Keith,

 

This is the same as what we have:-

 

Its a fibre modem as we are supposed to be able to get our phone on fibreoptic now as well. The lights on the top correspond to the sockets at the bottom.

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Distinguished Sage
Distinguished Sage
2,390 Views
Message 4 of 17

Re: New BT Infinity been installed and phone is not working

I see, are you part of the FTTC trial? I assume that you can still make calls from your master socket?

 

I cannot help with this arrangement, I think John46, who is on this forum knows about these things.

Are you sure that the phone connection on the modem is supposed to work, I thought that the copper pair was still needed for your phone, in case the power fails?

 

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Distinguished Sage
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Message 5 of 17

Re: New BT Infinity been installed and phone is not working

Hi yes you are on FTTP You are going to need the help of the forum moderators with this one here is there link
http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators
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Aspiring Contributor
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Message 6 of 17

Re: New BT Infinity been installed and phone is not working

Thank you. Have called BT as it only works in the test part of the master socket. They said there is a problem with the faceplate and are sending an engineer out.

 

Thank you :0)

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Distinguished Guru
2,372 Views
Message 7 of 17

Re: New BT Infinity been installed and phone is not working

When you had the kit installed did the engineer say that you could plug your phone into the unit shown? is there a socket for a phone. You used to need an extra box for the phone (FVA) but this may have changed on recent installs  as this may be incoperated in latter equipment, I am anable to see from the photo what lights there are.

 

I suggest you get back to the install phone number that you were prob sent on any emails you received, this may be out of the scope of the MODS.

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Distinguished Guru
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Message 8 of 17

Re: New BT Infinity been installed and phone is not working

Just to add further (new reply rather than me editing the previous post)

Do you still have your original phone socket installed? you may not have your phone number coming down the fibre it may still be coming down the copper cable.

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Distinguished Sage
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Message 9 of 17

Re: New BT Infinity been installed and phone is not working

Dave re reading the OP's first post it looks more like the voice circuit is still via copper and no FVA as they can use the phone when connected to the master
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Distinguished Guru
2,359 Views
Message 10 of 17

Re: New BT Infinity been installed and phone is not working

Yes I have just re-read the op message, it does sound and look like that he does not have an fva and that his line is still on the copper pair. Still unsure where he is trying to plug the phone in.
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