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avidavasa
Aspiring Contributor

on ‎12-01-2021 14h07

1,041 Views
Message 11 of 25

Re: 4 weeks and no connection

It's under a sticky label called Digital Voice Customers Only on the back of the Smart Hub 2.

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icr
Beginner

on ‎12-01-2021 14h07

1,041 Views
Message 12 of 25

Re: 4 weeks and no connection

Ah, hadn't spotted that! So am I right in thinking that his old phone can just plug it there? Does it then use different technology to Digital Voice? I'm confused because no one at BT suggested this was an option - from their end they could see that the digital voice connection  (whatever that is) had not been made and my efforts have been concentrated on getting that connection sorted.

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Keith_Beddoe
Distinguished Sage
Distinguished Sage

‎12-01-2021 14h09 - edited ‎12-01-2021 14h09

1,039 Views
Message 13 of 25

Re: 4 weeks and no connection

A normal phone should work in that socket just fine, provided the service has been enabled.

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icr
Beginner

on ‎12-01-2021 14h10

1,036 Views
Message 14 of 25

Re: 4 weeks and no connection

The DV phone won't connect to the hub - That's the problem! BT say that it's because something hasn't happened at their end.

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icr
Beginner

on ‎12-01-2021 14h12

1,029 Views
Message 15 of 25

Re: 4 weeks and no connection

Ok, I think we've got to the nub of the problem - the service has not been 'enabled' and I can't find out why not!

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imjolly
Distinguished Sage
Distinguished Sage

on ‎12-01-2021 14h13

1,027 Views
Message 16 of 25

Re: 4 weeks and no connection

if you go to hub manager 192.168.1.254 can you see the phone number and is it greyed out or purple/blue?



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icr
Beginner

on ‎12-01-2021 14h19

1,013 Views
Message 17 of 25

Re: 4 weeks and no connection

Is anyone able to tell me how the digital voice service is 'enabled'  ie turned on by BT and hence what might have been the problem in this case? My only thought is that the previous occupants of the house were using Fibre Voice Access which during one of my may conversations (in this case with a very helpful technical chap in Accrington) I learnt that BT were phasing out because it wasn't any good and were pushing out Digital Voice instead. Could it be the switch from one service to the other which is causing the problem?

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icr
Beginner

on ‎12-01-2021 14h21

1,011 Views
Message 18 of 25

Re: 4 weeks and no connection

Can I do that from my home - I'm not with him at present?
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imjolly
Distinguished Sage
Distinguished Sage

on ‎12-01-2021 14h22

1,010 Views
Message 19 of 25

Re: 4 weeks and no connection

are you dealing with the FTTP team 08005874787 who should help



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icr
Beginner

on ‎12-01-2021 14h33

1,001 Views
Message 20 of 25

Re: 4 weeks and no connection

I think we've established that the service hasn't been enabled so can anyone recommend a suitable course of action to get BT to sort this out e.g a phone number for vulnerable customers where I can actually speak to someone who can do something more than sending an email to management or logging it as an issue on the 'system'. Both of these sounded plausible at the time but after 4 weeks they haven't worked. I also registered an official complaint a couple of weeks ago but nothing's happened with that either.

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