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ggorski1986
Aspiring Contributor
616 Views
Message 1 of 14

FIBER 2 plus Digital Voice... Big Problem!

Hello. When I placed the order, everything was ok, it was confirmed that there would be no problem with the connection. The engineer checked everything outside of my property and the status was that everything was fine. That's why I decided to quit Sky and move on to you. From December 1, everything was supposed to work. The engineer was there and stated that it could not be turned on because there must be some additional work done! And he went ... Earlier, whether TalkTalk or Sky turned on the service and it worked, and now what's going on ... Sky turned off its services and I was left without an internet connection, me and my whole family. He works from home and needs constant access to the Internet. Now I am forced to use the data package and pay a lot of money to buy additional GB of data from the operator .... only losses. Because I can't wait and wait ... It costs me too much. On December 5, I got an e-mail from Digital Voice was activated ... but what if the Hub does not work and it is impossible to connect so the phone does not work ...

When checking anything through the help section, it immediately pops up that there are no services assigned to the account ...

I connect FIBER 2 not activated, Digital Voice activated .. But what for? If one does not work without the other ... Circus, comedy ... I made an official complaint, which probably will not do anything ... In online chat they get rid of me as soon as possible ... By sending a text message saying Help blah blah blah in response I have this ...

Screenshot_20201220_215535.jpg

Hub correctly connected to the main socket. I turn it on, it glows green, starts flashing purple for a few seconds and changes to flashing orange light all the time. Turning on and off doesn't help, the same thing happens. Hard reset with no changes. The test socket has the same effect. 6 weeks waiting ... too long, I spent a lot of money on cellular data packages for the whole family. My patience is running out.

I apologize for the mistakes but I am from Poland and I use an online translator who helps me sometimes, 😋

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13 REPLIES 13
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

welcome to the community forum where customers help customers - your post does not go to BT

if you are getting digital voice then the usual check for dial tone is of no use as no internet then no phone

you say you have been waiting 6 weeks but if activation was supposed to be 1st December then that is only 3 weeks  however I have asked forum mods who are BT employees to see if they can help and at least find cause of the delay

are you trying to port your number from SKY?

mods will post here



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JohnC2
Moderator
Moderator
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Message 3 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

Hi @ggorski1986, welcome to the forum and sorry your order for Digital Voice and Fibre broadband has not completed. We can't help you with these types of order so you would be best to call in and speak with the FTTP and they'll be able to help you.

thanks

John

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imjolly
Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

@ggorski1986 

do you have something like this in your home

ONT fttp_small_ont_2019.jpg



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ggorski1986
Aspiring Contributor
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Message 5 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

No, I don't have such a modem. I have a normal openerah socket at home with a double exit. Previously, Talk Talk and more recently Sky had pushed without any problem. I ordered FIBER 2 so I need a modem? How so why I didn't get it ...
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ggorski1986
Aspiring Contributor
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Message 6 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

Hey! As I mentioned, I am a foreigner. Calling there, when I hear a quick slang speech, neither I understand them nor they understand me ...
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imjolly
Distinguished Sage
Distinguished Sage
532 Views
Message 7 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

If you are getting FTTC fibre 2 then there is no separate modem as the SH2 is a modem/router



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ggorski1986
Aspiring Contributor
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Message 8 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

Screenshot_20201222_155046.jpg

Screenshot_20201222_155019.jpg

 This is what both sides say. Holy ida and the internet, if I did not have it, there is no internet. One delay alert was removed from my BT account tonight. So much has changed ..

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imjolly
Distinguished Sage
Distinguished Sage
519 Views
Message 9 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

That suggests you are getting full fibre which is normally referred to as FTTP and if so then you will need an ONT (shown in my previous post) fitted by openreach engineer and will not use your current openreach master socket



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iniltous
Guru
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Message 10 of 14

Re: FIBER 2 plus Digital Voice... Big Problem!

If you ordered ‘full fibre’ ( FTTP) then the old copper network including your existing phone socket isn’t used for broadband anymore, the Openreach engineer installs a new ‘fibre’ cable and an ONT , it would appear that there was some sort of problem that stopped the install taking place, but unfortunately your old provider turned off your existing service anyway.

You may be able to get BT to give you temporary service over the old copper network ( in the same way the Sky service worked ) or possibly ask to be released from your FTTP contract and rejoin or join whoever you want , albeit probably with a new minimum term, or try and get information on what the issue is and how long to resolve it from the BT FTTP team .

Its unfortunately the case that the way the industry is set up in this country, that the network provider, Openreach and ISP BT are effectively separate, but an issue with OR affects the ISP and you, and this issue may only become visible when it’s too late to stop your old service stopping.

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