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Message 21 of 59

Re: Can't Connect

Right this is how it works.

The phone you have is a Digital Voice handset which is exactly the same as the cordless handset you had previously except that it doesn't require a base station that plugs into a phone socket as the hub is now the base station.

But (and it's a big but) it won't work until your Digital Voice service is activated. The screenshot you have posted shows that the service is not configured. Once it is configured, your phone number will show and you will be able to register the handset.

Call BT and tell them that your Digital Voice service has not been activated.

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Message 22 of 59

Re: Can't Connect

No - I only have the old phone that I got at my old home in 2022 - thhe one pictured in my first post.  (I had another exactly the same, which no longer works).  BT told me to take my old equipment with me but did not bother saking exactly what it was or if it still worked.

I have NOT been given ANY new equipement by BT for this NEW connection/ Service in my NEW home. 

I note that you say the hub will serve as the base unit -we will see how it goes - IF they ever get around to activating the Digital Voice service properly.

 

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Message 23 of 59

Re: Can't Connect

Yes I know that.

Requested in December 2023.

Told it woudl be connected 11th January 2024

Finally Broadband activated 26 Feb 2024 - but they forgot to do the Digital Voice!

It will e sometime next week March 2024.

BT had previuosly told me sevral times that Digital Voice had been activated and were blaming me for not setting up correctly!  Their advice for about a week was  the same as some of the inital messages on here - ie connct Hub to Wall Socket or Phone to Hub with wires.adsl cables and I knew I could NOT do that, but no one was listening. 

Now it seems - via you and one or two others in this thread - that wires will NOT be needed ... when DV is FINALLY activated.  

We will see.

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Message 24 of 59

Re: Can't Connect

I'm totally confused now. You originally said you gave away your old cordless phones and base station because you had a new Digital Voice handset.

Do you have a cordless base station or not, do you have a Digital Voice handset?

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Message 25 of 59

Re: Can't Connect

You are confused - join the Club! 🙂

Joined BT 1st time in Nov2022 and it was then they told me I had to use their phones and gave my old ones away sometime after that.

I received 2 handsets with charging cradle - as shown in my 1st post above along with the Hub in Dec 2022 and after BT finally set me up then (after a month with no service at all) I used that equipment there.  They told me it was "full fibre" but I don't think it was.

Then in Dec 2023 I phoned BT to tell them I was moiving home in January 2024 and was told to take old equipment with me.

New Wall socket - connected last week by BT OpenReach Engineer looks very different with different sockets and connections.

🙂 Ta for asking 🙂

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Message 26 of 59

Re: Can't Connect

Right, so the phones you had in 2022 didn't have a base station and were therefore Digital Voice handsets which will work exactly the same now as they did before. The fact that you now have full fibre FTTP rather than FTTC is totally irrelevant.

However, as everyone has said, until your service is activated and the hub shows your phone number, nothing will work.

Have you tried a factory reset of the hub to see if that kicks your service into life. Press the recessed button with a pin for about 20 seconds until the lights flash.

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Message 27 of 59

Re: Can't Connect

Of course I tried a factory reset - and NOT everyone has said DV not activated!

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Message 28 of 59

Re: Can't Connect

Hmm, good way to get help. I'll leave you to it.

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Message 29 of 59

Re: Can't Connect

@Customer66 

It's a shame you didn't pay more attention to message #5...

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Message 30 of 59

Re: Can't Connect

Exactly

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