After updrading to DV, there is no dialing tone BT4600 Twin phone

[Roshys701]

Hello, hope you can help

I upgraded to DV for my mother onthe 3rd March, but she wanted to keep her BT4600 Twin phone, which I have plugged into the green socket at the back of the hub 2.  I am not getting no dialing tone and have performed diagnostics tests many times.  My mother is without a landline. I have viewed the hub manager on the hub, it states that the phone is not activated. 

Thank you in advance 🤔

Rose

[chrisjp]

If DV has not yet been activated then try plugging the phone back into the Openreach master socket. If it works there it'll keep on working until BT get around to activating your DV service - which can take a few days. You'll know when this happens because you'll get no dialling tone from the master socket.

[conrad]

Was the 3rd the date confirmed in any email and was an expert booked as well. BT should confirm the switch by text but you should be able to check the order status on MyBT.

With my switch the date was the 4th and I received a text at 8am saying I had been switched - the expert appointment was for the following morning. If the phone is plugged into an extension you will still hear the normal dial tone even after the switch as I hadn't read my text until I tried to make an outgoing call which failed to connect.

[Roshys701]

I received an email on 2 March stating the order was complete, but from 3rd March, people said they were being blocked and couldn't get through to my mom. So I turned off all blocking settings, she was able to call out, but still, people were getting cut off. So I assumed I had to plug the phone into the back of the hub2, but now there is no tone. I didn't get any text when the DV will be activated. I have tracked the order. It states that: The regrade of broadband and phone is complete; it is now a closed order. I have also reported a problem with the phone; this is still in progress. I have also requested the BT adapter to arrive soon.

Your order's complete

Hello, Your order to renew your broadband is now complete. There's nothing you need to do, and your service will continue as normal.

[imjolly]

have you tried restarting the BT hub and then check hub manager to see if now activated.  if not you need to phone CS 03301234150

[conrad]

I didn't receive a final email confirming things but none of the emails I received referred to a renewal of broadband.

The emails were the original on ordering, date of the expert visit, delivery date of hub+phone and delivery date of adapter.

[WSH]

As imjolly said, have you restarted the hub after connecting the phone to the green socket on the back?

In my case it did not detect the presence of the phone until after a restart.

[Roshys701]

I have restarted the hub 2 with phone left plugged in on start up and also out. I have restarted and unplugged sky TV, own TV, open reach box, hybrid connect and disc. I think I may have to buy her BT DV phone as her phone may not be compatible even though they said it is.

Thanks in advance 

Rose 

[imjolly · Accepted solution]

your existing phone should work and not need to purchase new phones. the problem appears DV not activated and you need to phone BT CS 03301234150

[licquorice]

If the hub doesn't show the  phone number, no amount of new phones will help. DV hasn't been activated.