BT landline not working (but broadband is)

[HelenM2]

We had a service outage on 5 June, but when the broadband connection was restored our landline was not. This is the second time this has happened recently - last time we managed to reconnect the phones with the hub. These problems have started since we switched to full optic fibre (it was fine initially).

We have followed all the advice about rebooting the hub, and reconnecting the phones. BUT, this time we have been unable to get the phones to connect. We waited until 8 June to contact BT in the hope this would be resolved. The lady we spoke to was lovely and tried so hard to help us, but all she could discover was that the engineers were working in our area and connections were disrupted. She advised we wait another 48 hours to see if it is resolved. However, our landline still doesn't work.

We need our landline to receive hospital communication and in supporting a vulnerable elderly mother who only has landline. It is possible to phone our landline from another number but there is no ringtone and it goes straight to voicemail which we can't receive as there is no ringtone tone (we'd set so it didn't use voicemail). We have no idea what messages may be stored on our phone as we can't access it. It is very frustrating. The screen on one phone says 'Searching', and 'Unavailable' on the other.

I want our landline back. I am sad we don't have the copper line anymore as that was reliable (but that was a long time ago!). 

Can anyone advise on how to get our landline back, or when BT are likely to resolve this? The online account but it just says 'tracking' and no one has been in touch with an update. 

Thank you.

[vcator]

We've not had a landline for 2 months. 

The latest issue is a mismatch between the ip address of the hub, and the ip address that the bt exchange wants 😞

[HelenM2]

I'm so sorry to hear that. I hope there is a quick resolution for you. 

[iniltous]

Have you checked your router admin pages  to see if the DV service is configured.

Do you use a DV adapter or is the phone connected directly to the hub , if a DV adapter have you tried connecting your phone directly to the hub 

[HelenM2]

Thank you for this suggestion. 

I have just accessed the router admin page and it says the landline is not configured. But it doesn't say how I can resolve this. Is there a way for me to do this?

One of our phones is plugged directly into the hub (they are both BT phones and were previously connected with no issues). 

Any further advice is appreciated!

[iniltous]

The fact your router isn’t showing DV as configured is a problem, and it’s not likely something you can resolve yourself , even the network provider Openreach are unlikely to be ‘responsible’ for the issue , should BT arrange to you get an Openreach visit to ‘fix’ the issue it’s not likely they directly can fix this , although they can then forward the issue to the appropriate department within BT once establishing Openreach equipment is working, but really just adds an unnecessary step .

You need to call BT , and explain that your router doesn’t show the DV service and BT need  to reconfigure your telephone service, and this really needs BT rather than Openreach to investigate.

Something to try (if you haven’t already done so ) is switch off your ONT (the box the router connects to ) for a minute, then power back on, just in case it’s just a glitch introduced from earlier problems,  it’s unlikely to change much but it’s an easy thing to try and even if it’s unsuccessful in restarting your phone service , it’s another item eliminated as the possible problem.

[HelenM2]

Thank you for your further advice -  now I know what to ask BT.

We tried turning the box off and on - more than once - it didn't work on this occasion.

[Lesley_W]

Hi @HelenM2 

Welcome to our community. 

I'm sorry to hear of the trouble you've had, I know how important keeping in touch with vulnerable family members is. 

When you spoke with the team did they open a complaint for you? 

Lesley

[HelenM2]

Thank you Lesley.

No, to my knowledge the BT lady I spoke to said the system wouldn't allow her to raise this concern.

I have also had an extremely frustrating time today trying to get through to speak to someone at BT, then the system telling me it will contact me, terminating the call, and insisting on the automated AI text communication. This meant that although I asked BT for help reconfiguring my landline, I was sent round in circles instead by an AI bot, telling me to reset my hub (which we have now tried over several days).

I have been unable to speak to a person at BT.

[Lesley_W]

Thanks for confirming that for me, and the extra info @HelenM2 

I've sent you a private message to your community inbox to see if I can help further. 

Lesley