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JohnWM5
Beginner

on ‎13-05-2021 12h32

1,953 Views
Message 1 of 8

Smart Hub 2 problems

I had BT fibre (Smart Hub 2) installed in February including three BT digital voice phones.  The phones worked OK until 12 days ago when all three stopped working.  They all have error message on them saying "Unable to make or Receive Calls.  No internet connection available".  I have tried re-registering the phones to the Hub but it didn't help.  The internet to the house is still working OK.  I have read of the problems with the Smart Hub 2.  I do not know if my problems are caused by these Hub problems or something else. 

It is a real problem for us not having a phone service to the house because the mobile signal in this area is unreliable.  I have made many calls to BT on this but so far without success.  I am not a tech expert.  Any suggestions for resolving it would be gratefully received.

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7 REPLIES 7
Keith_Beddoe
Distinguished Sage
Distinguished Sage

on ‎13-05-2021 12h40

1,942 Views
Message 2 of 8

Re: Smart Hub 2 problems

@JohnWM5 

Have you tried restarting the home hub, as that should give you a different routing across the network, and may restore the phone connection?

 

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JohnWM5
Beginner

on ‎13-05-2021 12h46

1,936 Views
Message 3 of 8

Re: Smart Hub 2 problems

Thanks for reply.  Yes, I turned the hub off and restarted it.  I even pressed factory reset.  Hasn't made any difference.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage

on ‎13-05-2021 12h52

1,923 Views
Message 4 of 8

Re: Smart Hub 2 problems

@JohnWM5 wrote:

Thanks for reply.  Yes, I turned the hub off and restarted it.  I even pressed factory reset.  Hasn't made any difference.

See if another forum member who had Digital Voice, can help.

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imjolly
Distinguished Sage
Distinguished Sage

‎13-05-2021 13h08 - edited ‎13-05-2021 13h10

1,915 Views
Message 5 of 8

Re: Smart Hub 2 problems

if you go to hub manager can you see your phone number on left side and if so is it purple of greyed out

in the hub phone settings did you try reset base settings?



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JohnWM5
Beginner

on ‎13-05-2021 13h38

1,896 Views
Message 6 of 8

Re: Smart Hub 2 problems

Thank you for your reply.  I'm in the Hub Manager (for the first time) and it says, in a grey box, that the phone is not configured?

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imjolly
Distinguished Sage
Distinguished Sage

on ‎13-05-2021 14h24

1,885 Views
Message 7 of 8

Re: Smart Hub 2 problems

as you have DV I assume you have FTTP (fibre to your home) so try phoning FTTP team 08005874787 and see if they can help



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JohnWM5
Beginner

on ‎13-05-2021 14h33

1,882 Views
Message 8 of 8

Re: Smart Hub 2 problems

OK, thanks.  Very difficult to make any progress on the phone with BT.  I have spent literally several hours on the phone with them, every time a different person.  They have said that their computer has deleted my account and they are opening a new account for me, even though I have been a customer for 40 years.  It's total confusion, I am afraid.  Strange thing is the phones worked between February (when FTTP was installed) until 1 May.  Thanks again.

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