Existing Digital Voice phone and replacement Smart Hub2

[JMRLAW]

Do I need to register my existing Digital Voice phone to the replacement Smart Hub 2 which BT sent to me when I renewed my contract for broadband and landline recently?

Thank you

[jac_95]

Hi JMRLAW,

Thanks for the post and welcome to the Community.

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[licquorice]

Yes

[JMRLAW]

How?  Is it the same procedure as when I received the Digital Voice phone when switched over in 2021?  I already had a Smart Hub 2 then. I have saved those instructions on my tablet ' just in case'.  Two calls to BT and was not told this just that the phone should work! 

[licquorice]

You need to de- register it from the old hub and then register it to the new one.

[JMRLAW]

Thanks, why on earth isn't that in the instructions and why didn't the 'guide'I spoke to tell me when I phoned the customer support line. I don't know how to deregister it anyway. I will have to phone again.

[licquorice]

If you already have an SH2, why do you need a replacement?

[JMRLAW]

Precisely, BT just send them to you if you change any part of your contract on renewal.  All I changed was how I pay for phone calls.The  SH2 I have had since 2020 which is probably no different from the one they sent recently except for the green port and it works perfectly well. The sales person or 'guide'  said send it back if you don't want it even though I said I don't need it they still sent it!  

[JMRLAW]

I am going to send it back, this is stressing me out, I  am an elderly person and don't need this worry. BT needs to improve its customer service and put people through to a qualified person when they need technical help.