Digital Voice

[Martheo1]

On Friday of last week my 86 year old Mothers internet went live! Which was exactly what BT had promised! Alas the Digital Voice landline didn’t! 
Since Friday I have spoken with approximately 6/7 different BT assistants, and each one promised me that the landline would be working by the end of that day!

It is now Tuesday, and I am nowhere nearer to resolving the problem!

I have been passed to various departments as they say that it’s an order issue! Even tho on the app, it’s says there are no issues, that my Mothers order has been completed and they have even posted the first bill!

I was told someone would phone me back! But nothing!

My Mother suffers with dementia and the landline is a life saver for her to keep in touch with family, Friends and medical professionals!

I am so disappointed with BT! If there’s an issue! Then please tell me what it is? Nobody seems to know!

I have raised a complaint, so we shall see what happens! But I won’t hold my breath!!

[jac_95]

Hi Martheo1,

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.

[WSH]

Just a quick point, but did you reboot the hub after it was supposed to go live?  Mine required a reboot before it picked up the correct settings.  If it is supposed to be working, your phone number should appear on the hub management page.

Another point that comes to mind.  It may be a silly thing to ask, but you did move the phone plug from the wall to the back of hub didn't you?

[Martheo1]

Hi, thanks for the reply! I’ve rebooted it numerous times, both on my own initiative and also when the numerous tech experts online told me to! After them saying they had sent some settings remotely! 

I keep trying, but it’s still dead!

On my app it says that both hub and landline are fully working and no issues! 

I have even tried a different phone, but still nothing! 
I will call them again tomorrow, am using this evening to recharge my own batteries for getting nowhere again tomorrow! 

cheers 

[licquorice]

On the front screen of the hub manager, does the phone symbol show a phone number or 'Not Configured'?

[Martheo1]

Hi sorry for the late response, I’ve just managed to find Hub Manager and it says Not Configured! 
thanks 

[WSH]

The switch to DV has not happend yet then.  I believe it is not unusual for DV to be separate from the broadband activation.  They should send a text when the switch to DV goes through.  (As I said, at that time you'll need to reboot the hub again).  On the bright-side, the old phone should carry on working until the switch goes through.  It certainly did for me.

[chrisjp]

In the meantime you should be able to keep a landline service by having your phone plugged into the wall socket as it always was.