Digital Voice not receiving incoming calls on BT8500

[helen58]

Dear Community,

Had BT fibre installed by OpenReach 3 days ago.  Everything works (internet) until I plugged old existing BT8500 handset into green socket on SmartHub 2.  8500 handset gets dial tone and can make outgoing calls, but does nothing when being called.  Have checked all settings on 8500 handset and base and all ok.  Have checked SmartHub 2 which says Digital Voice activated, phone number is correct and it says handset 1 registered.  Have switched hub on and off, no difference. Have switched 8500 base on and off, no difference.  So I still can't receive incoming landline calls.

Is an old BT8500 (08/14 Issue 2 User Guide)) setup incompatible with Digital Voice?  Or do OpenReaach have to do something special to enable incoming calls on switchover?

Thank you for any thoughts (I also have a query logged with BT).

[licquorice · Accepted solution]

There is no compatibility issue with the BT8500. It's possible the transfer to DV hasn't been completed fully, it seems to be a fairly common issue.

[imjolly]

You could try a factory reset of hub by pressing the recessed button on back and hold 20\30 seconds until hub lights flash.  If that does not help then phone CS 03301234150 and they will help you

[helen58]

Thank you for your replies.

I spoke to 0800 800 150 who told me there was an issue with my order on the system and it hadn't closed properly, despite the work being done.  The chap tried to complete my order on the system but couldn't close it manually.  He therefore referred it to technical support and said it could take up to 3 days to look at it.

Lo and behold I have just received a message from BTComms saying my Service is Good to Go and I can now receive incoming calls with the BT8500 handset behaving as it should.

So clearly there is a systemic process to be followed which involves a cutover from the copper landline to the fibre landline and all of the boxes have to be ticked in the right order before cutover happens.

Again, thank you for your helpful replies.

[Leanne_T]

Thanks for coming back and letting us know @helen58 

Glad this is now working for you.

Leanne 🙂