DV Switch in 10 days - no Smart Hub Rec'd from BT - is it auto dispatched? if so roughly when?

[GARRY_AND_SUSIE]

Hi,

We're getting lots of comm's from BT advising they will be switching us to DV in 10 days time.

Will BT automatically send out the required Smarthub 2? 

Or do I need to chase/inform them?

We're out of contract & just rolling along on 30 day renewal currently if that makes a difference


Thanks

[jac_95]

Hi GARRY_AND_SUSIE,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[gg30340]

If you already have a Smarthub 2 BT will not send you a new one.

if you do not have a Smarthub 2 BT will send one out to you automatically. It may not arrive until the day before the change over.

[GARRY_AND_SUSIE]

Thanks DS, there's no compatible smart hub here so they'll need to provide one.

> ... BT will send one out to you automatically. It may not arrive until the day before the change over.

A day before switch over is a bit short notice for my liking, we might be out & unable to accept to accept the parcel for example - it's not always convenient to go to the post office to collect either.

I'll give them a call, thanks again.

[iniltous]

I think the box the router comes in fits inside a regular letterbox

[GARRY_AND_SUSIE]

 >  I think the box the router comes in fits inside a regular letterbox

Unfortunately not - the box dimensions are 74 mm High  x 177mm  Wide  x  350mm Long

It's the height at 74mm that causes the problem, parcel companies usually specify half that at 35 - 37mm if you need to allow letterbox delivery.

But I was in to receive it........

Unfortunately other problems exist, i.e. I haven't received the DV adaptor, and despite speaking to BT on 3 occasions and them agreeing to defer the switchover for 30 days they sent me an e-mail yesterday saying it was happening over the next 48 hours????

& they've now switched my phone off!

[GARRY_AND_SUSIE]

I posted on here 22nd March asking when I would receive digital voice equipment, hearing that it may be as late as a day before switchover I gave BT a call.

1) They had no record of me needing a new modem/router   -  despite the last one that they supplied me with direct being an old "Home Hub"

2) They agreed to send me the required equipment including the required DV adaptor.

3) They agreed to defer switchover by 30 days until the equipment arrived.

The router arrived but no DV adapter, 
I called again a further twice to chase it as the adaptor order is still showing  "PENDING"

BT e-mailed me yesterday saying the switchover would be happening in the next 48 hours
DESPITE AGREEING TO DEFER IT FOR 30 DAYS

Half an hour ago my phone line went dead!!

[jac_95]

Hi GARRY_AND_SUSIE,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[imjolly]

have you connected your new SH2 and checked if DV working by connecting phone to green socket on back of hub?

if nothing then check hub manager see if phone number showing and if DV activated

[GARRY_AND_SUSIE]

> have you connected your new SH2 and checked if DV working by connecting phone to green socket on back of hub?

> if nothing then check hub manager see if phone number showing and if DV activated

I have borrowed a phone from a neighbour as all of my handset & base unit cabling is clipped to skirting boards, around door frames, etc.

The test phone works when connected to the green socket on the smart hub 2, the router shows the DV service as ready & the phone number is displayed correctly.

Neither of these actions have rectified my problems above?

1) BT has failed to deliver my Digital Voice adapter before switching off my AV service?

&

2) BT has made changes to a service that they agreed to postpone for another 3 weeks?

Do you have any suggestions how to escalate these problems please, preferably online as I'm about to return the test phone to my neighbour.