Internet is not working

[Caraghc]

BT made us swap over to digital voice as we have done it it has disconnected our internet has now been off for 48 hours. Continuous pink flashing broadband light, connection is fine what could we do?

[jac_95]

Hi Caraghc,

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.

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.

[licquorice]

Have you reported it?

[Caraghc]

Hi yeah we called bt on Friday and there recommendation was to just turn off and on continuously 

[iniltous]

BT remotely configuring your service for DV shouldn’t affect  broadband, so it’s either a coincidence that a fault appeared at the same moment as you were migrated to DV , or ( depending on what you did within your own home ) may have caused the  problem, for example if your phone was plugged into a ‘filter’ and you disconnected your phone from this filter to connect it to the broadband router , by doing this you may have disturbed the connection from the socket to filter , or the cable from the filter to the router , if you haven’t already done so , you should check these connections ( presumably it’s a purple light not pink ) 

https://www.bt.com/help/broadband/fix-a-problem/broadband-and-wi-fi/what-do-the-lights-on-my-bt-hub-...

[Keith_Beddoe]

@Caraghc 

As @iniltous  has said, you still need the phone line connected to the home hub to get broadband. Its only the phone itself that need to be moved. I am assuming you are on FTTC.

There is a lot of mis-information posted on the Internet. Its not the copper connections being discontinued, only the phone connection in the exchange. You still need the copper connection.

[Caraghc]

We’ve connected the phone into the broadband and neither work but have the purple light what do we need to do/ what are we doing wrong to not have internet. I’m sure we did something wrong when moving it over but not sure how to fix it

[Keith_Beddoe]

Start by putting it back exactly as it was, then see if you get the Internet back.

Did you say that the flashing light has now stopped? If so, is the Internet now back.

[Caraghc]

Yes we get the internet back if we do what we did before digital voice but have no access to the landline this way which we need

[licquorice · Accepted solution]

All that you needed to do was to unplug the phone from the old phone socket and plug it into the green socket at the rear of the hub.