Help vulnerable mum with no landline since new BT Hub installed

[raceyhill]

Hi my mum has just had a new BT Hub installed on the 4/10. By midnight that day she still didn’t have any landline that worked. She has dementia so is very vulnerable.

i called BT who advised the line wasn’t live and to try the next day. We did still no phone. We are using mums own landline that is only a few years old.
we are back round again today trying to get her phone to work, again we have rebooted the hub but still the landline says no line !!have been waiting on the phone to BT for over 30 mins which doesn’t bode well for the future as a new customer !

any advice would be much appreciated 

[HHGTTG]

What hub did you  mother have installed, a Smart Hub 2 and is she now on Digital Voice? Does her Broadband work and have you plugged her phone into the green telephone socket on the back on the Smart Hub 2? Have you gone into the Home Hub manager and verified that the phone aspect is now live? 

[raceyhill]

Yes I was on the phone with a guide from BT for nearly an hour and still no joy. Now we have to wait and see why, very worrying as due to get dementia mum struggles to use a mobile and only operates the landline and they can be up to a five day wait! Frustrating as her phone worked perfectly before we got her the internet! Hopefully it is resolved asap 

[iniltous]

Some more info would be useful, are you saying your mother had a phone only service with BT , and she ( you ) recently changed to BT broadband and since then the phone hasn’t worked , or your mother had line and broadband from BT and it’s only since the introduction of the new hub that the phone stopped working , or the phone service previously wasn’t supplied by BT and this is a brand new connection ?

Any new BT telephone service customers and those being changed to Digital Voice will need a SH2 router which provides the telephone socket you connect the phone to  ….is that the issue , that you mother was sent a SH2 router because of being moved to Digital voice , in which case was the router correctly connected in place of the old router , and the phone moved from the wall socket into the socket on the SH2 ?
Without knowing more details it’s not really possible to offer any useful help

[raceyhill]

Mum had a standard landline with the line being supplied by another company 

We ordered a router from BT so she can access the internet. We were advised that her current landline phone is new enough to be used with the hub that BT provided, as it is digital. The line went live on Friday but while there isn’t a fault with the router connection her landline isn’t working at all.

BT are aware and I am now waiting for their response as they think there could be an issue with the line

[Keith_Beddoe]

@raceyhill 

That would be the issue, as the ability to have the phone line and broadband from separate companies is no longer available. You have to take both from the same provider.

I suspect that when BT supplied the broadband, the other suppliers phone equipment was disconnected, so the broadband would come over the copper pair, and the phone service would come over the broadband, assuming BT has taken over the phone service.

BT should have supplied a BT Smart Hub 2, which has a green phone socket on the back, where the phone plugs in, it no longer plugs into the socket on the wall.

 

[raceyhill]

Thank you 

they have supplied a hub that takes mums original phone and also advised when I purchased the package that she could use her original phone 

[jac_95]

@raceyhill 

If the package that was purchased came with moving to BT Digital Voice and the porting of the existing phone number then the delay could be down to the porting of the number.

Also assuming that the previous phone service supplier has allowed the release of the number and are closing the account as the phone service is now moving to BT.

[raceyhill]

Thank you

[iniltous]

Who supplied the previous telephone only service ? , there are not many companies that do this , as stated if the same number is required, then that old company ( depending on who it is ) may need to port the phone  to BT ,

Was  a telephone service definitely ordered from BT  ? ,  it’s not compulsory to take a phone service with BT broadband….have the router settings been checked to confirm the phone  service is active , accepting this may not be easy to check for someone unfamiliar with technology.

Does the new BT broadband service work at all , and it’s just the phone service that doesn’t  ? or is neither service working, and can you confirm that the telephone itself is now plugged into the SH router and not the socket on the wall .