Digital changeover

[Ian1157]

I’ve recently received a text from BT SMS saying my digital voice voice changeover is complete and that I should plug in my new Smarthub 2. However I have not been changed over nor received a new hub. I’ve texted BT to query this but disappointingly received no response. The landline and hub are still working as before. Does anyone have any ideas or suggestions for how to proceed? Should I just ignore it  and hope they do change me over at some time? 

[imjolly]

Does your SH2 have a green phone socket on back - may have a sticker you need to remove. If so then try connecting your phone to the socket and see if you get a dial tone. You can also check hub manager to see if DV is activated and your phone number is showing

[Ian1157]

• No green phone socket on back of hub. I don’t think it’s a SH2 either. 

[imjolly · Accepted solution]

It does not appear you have been moved to DV but you would be better phoning CS 03301234150 and check to see if you are getting a SH2 sent to you

[Ian1157]

I did get to speak to someone so thanks for your advice. Still no idea why I received the initial completion text but the changeover is now going ahead. 

[Ian1157]

Last week I had an SMS off BT saying my digital changeover was complete and I should plug in by Smarthub2. I have not yet been changed over so I contacted BT who said changeover was delayed but could not say why I had received the text message. Today I have received another text from them reminding me that I need to plug in my new hub - which I do not have!! It’s very frustrating. Any advice on what I should do? Speaking to BT has actually not worked.  

[Debbie_G]

Hi @Ian1157.

I know it will be confusing receiving text messages asking you to plug in a Smart Hub 2 when you havent yet been changed over. I'd recommend reaching back out to the team who will be able to check this further for you and investigate why this has been sent.

Debbie

[Ian1157]

I did contact them but they did not know why I was receiving the SMS messages so they were no real help really. 

[Debbie_G]

Thanks for getting back in touch @Ian1157. 

Did the Guide you spoke to advise if they would get the texts looked into?

If this wasn't resolved during your call, the guide can open a complaint to the executive team, who will investigate the texts further. Was this done for you?

Debbie

[Ian1157]

No, they didn't do that. They only said my changeover was showing as delayed. I have subsequently arranged to sign up with EE which should give a changeover sooner. Despite that I still received the reminder text.