BT Email issues on DV conversion

[GuyGadois]

Found out today that our landline was no longer operating and received an email from BT to say that we had now been converted to DV (should have been 29th Jan). We had already set up our SmartHub2 and so, following their instructions, I plugged in the adapter and tried to synchronise the Hub with it. Ended up with a flashing red light suggesting a connection problem. There was a suggestion in the notes that our handset may be too old and will need a filter. I went back into BT Mail to pick up the original message which I believe had instructions as to how to obtain the necessary equipment. I went through my usual log in procedure but then had a screen in which three more boxes appeared requesting user id and password and the third was a click box to login in. It wasn't possible to click on any of these boxes and they kept disappearing to be replaced by a square BT logo before the previous boxes returned again. This continued without any actual login taking place. Later, having shut the system down, I re-entered the login page and this time got "400 Bad request" and some comment about the server which I didn't note down. Fortunately I can still access emails through my smartphone but in one day we have lost the landline and access to emails on the computer. Does anyone have any suggestions to restore the situation? Thanks, David

[chrisjp]

First thing to do would be to plug a cord connected telephone (if you have one, or can borrow one) into the green socket on the back of the BT Smarthub 2 and check that you're getting a dial tone (which might be the "interrupted" one, signifying you've got a voicemail waiting - key 1571 to listen to it).
Note that the "adapter" is only needed if you want to have your telephone located differently from the hub - it's a portable phone socket, and is really nothing to do with DV - BT calling it an adapter is confusing IMHO.
Then, on a computer connected to the SH2 (either by ethernet cable or WiFi) type 192.168.1.254 to get to the hub manager, and log in using the admin password shown on the pull out tab on the back of the SH2. From there you'll be able to see all the details of your broadband and DV service.
I'm afaid I can't help with the issues you have with logging into your BT account (hopefully somewonew else can), but all of the above can be done without logging into your account.

[GuyGadois]

Thank you. I'll give that a go.

[GuyGadois]

Our handset is located downstairs and the hub is upstairs with the computer, so it would appear that we would need the adapter and probably the filter. I have brought the handset and base upstairs and plugged it into the SmartHub. There is no dialling tone and the phone screen says "Check Phone Line". Still unable to log in to my emails on the computer but can read them through my Smartphone.

[Alex_H]

Hi @GuyGadois,

Thanks for visiting the BT Community

Regarding logging into your e-mail, have you tried clearing the cookies and cache for the BT website from your browser, as that may resolve that issue.

For the phone issue, if you have not done so already when plugging the phone into the router try restarting both devices and then plugging back into the green socket and see if there is any difference with the dial tone.

You can text HELP to 61998 as well for us to run some checks on your line for any issues and if no issues are found our team will give you a call to help with setup.

Alex

[GuyGadois · Accepted solution]

Thanks for your response Alex. 

I got through to BT yesterday and the adviser had a word with her specialist team regarding the DV problem. They were going to look into it and message me. Later on I received a text to say that all should be fixed but didn't say what caused the problem. I saw that the adapter light had changed to yellow/orange so I went through the synchronising process and everything is now working!

Regarding the email problem the first adviser put me through to Joanne at BT who was very patient and understanding. We went through the cookie removal process and several other proposed fixes to no avail. Eventually she suggested that the problem may lie with my computer and it might be worth having a word with an expert. I mentioned that we were preparing to set up a new computer anyway due to us still being on Windows 10. She immediately recognised that as being the potential problem, so it appears that it was purely coincidence that this happened when we were switching to the DV system. I am now hurriedly saving all our files from our old computer in order to be ready to set up the new one. Hopefully this will resolve the BT Mail problem. Regards, David.

[GuyGadois]

As a further note I have just tried to get into my emails on the old computer and got straight in. This was the first attempt since DV was successfully connected. Maybe not a coincidence after all.
Just bizarre.

[Alex_H]

@GuyGadois Thank you for coming back to provide an update on your issue, much appreciated. Glad to hear our team were able to get the DV issue sorted. 

Strange coincidence that the email is now working as well, one of the attempted fixes might have needed a restart after you done them, if you hadn't on the call, but either way glad its working again and hopefully stays that way.
 

Alex