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Message 1 of 18

Escalate to BT executive management to get my phone reconnected?

Part of me feels the absurdity of even considering it! Or a scathing piece for the press or social media. But BT mistakenly cut off my landline of 30 years three weeks ago and I now despair of ever getting it reconnected.

The engineer installed a new Smarthub-2 router but was then dismayed to find that a ‘digital voice’ facility I had been told would then become accessible, was “Not provisioned”. Since then my phone consistently reports “Please check line cord”. Final straw this morning was getting an email from the ‘liaison’, who was supposed to be in charge of resolving this, saying:
“I've just contacted the person that is getting things sorted to see if there is any resolve to the issue yet and i will call you as soon as i have an update.”

So the person who is ‘getting things sorted’ is occasionally contacting the person who is ‘getting things sorted’! Three WEEKS to reconnect a phone?

My impression is that there is sadly no intelligent communication between departments. I’m not even sure after all this time whether it’s down to BT, EE or OpenReach? What I am sure of is that I’m fed up with it!

Is there anything you can do to help me please?

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Message 2 of 18

Re: Escalate to BT executive management to get my phone reconnected?

I will ask a moderator to post here.

I assume you have checked both your original phone connection at the master socket, and also the phone socket on the back of the Smart Hub 2?

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Message 3 of 18

Re: Escalate to BT executive management to get my phone reconnected?

Thanks Keith, appreciate the fast reply.

The original master socket is in the hall, which was also the location of the base unit of my BT4600. The other unit of the pair was by my PC/router/extension socket in my ‘office’ upstairs. The engineer said he had to reverse these locations (something to do with the length of the available cord?)so that is the status today. IOW the connection to the BT external line is now via the socket upstairs. The phone is connected to the correct socket behind the router.

At an early stage, some fortnight ago, I requested another engineer check, but nothing has happened.

In case it’s relevant, the engineer also had to use an ‘adapter’ from his van, because he said it had not been included with the Smarthub, and he suspected that might be faulty. Another reason for my asking for another visit - in vain.

Terry
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Message 4 of 18

Re: Escalate to BT executive management to get my phone reconnected?

If Digital Voice has not yet been activated, then your phone should still work on your original phone socket which you say has been moved upstairs.

Have you tried plugging your phone into the same socket that DSL input to the home hub is connected to, I assume you are not on a full fibre connection?

It will never work plugged into the back of the Smart Hub 2, if DV has not been activated.

You would never get an engineer to visit, only an Openreach Field Technician.

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Message 5 of 18

Re: Escalate to BT executive management to get my phone reconnected?

Hi @terrypin and thanks for posting.

Sorry there's been a delay getting this sorted. I can contact the team dealing and get you an update. Check your inbox for my message and drop me over the details.

Cheers

David

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Message 6 of 18

Re: Escalate to BT executive management to get my phone reconnected?

What was the purpose of the original engineer visit ? , migration to digital voice doesn’t need an engineer visit , and why was the master socket relocated ?, finally where does EE fit into this ?

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Message 7 of 18

Re: Escalate to BT executive management to get my phone reconnected?

If Digital Voice has not yet been activated, then your phone should still work on your original phone socket which you say has been moved upstairs.

The socket is still firmly embedded in the wall in the hall!

Have you tried plugging your phone into the same socket that DSL input to the home hub is connected to, I assume you are not on a full fibre connection?

Sorry, I’m technically way behind you on this stuff. Unclear what ‘DSL input’ means even after some quick browsing. Do you mean the old filters he removed upstairs, as redundant?

It will never work plugged into the back of the Smart Hub 2, if DV has not been activated.

Yes, understood, That’s what I’ve been waiting for.

You would never get an engineer to visit, only an Openreach Field Technician.

I don’t care about his/her specific title.

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Message 8 of 18

Re: Escalate to BT executive management to get my phone reconnected?

Thanks David, very pleased to have someone else on the case. I’m checking email. If it helps I also have my iPhone at hand,

Edited out that iPhone number; thought I was replying privately to David.

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Message 9 of 18

Re: Escalate to BT executive management to get my phone reconnected?

@terrypin 

You won't receive an email but a message through these forums. Check the envelope icon top right.

Please delete your personal information.

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Message 10 of 18

Re: Escalate to BT executive management to get my phone reconnected?

 

@iniltous

What was the purpose of the original engineer visit ? , migration to digital voice doesn’t need an engineer visit

Seems to have been necessary in this case. Perhaps because old OpenReach white box also connected?

why was the master socket relocated ?

From my last post:

“(something to do with the length of the available cable)?”

 

finally where does EE fit into this ?

From my original post:

“I’m not even sure after all this time whether it’s down to BT, EE or OpenReach?”

 

 

 

 

 

 

 

 

 

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