Landline giving engaged tone after router replaced due to thunderstorm near lightning strike

[cliff3]

Hi all, in a thunderstorm at the weekend, we and a number of our neighbours lost our landlines and internet. Our router stopped working presumably because of an electricity surge at the time due to a close lightning strike. We have now replaced the router and our broadband internet is now working again but the landline number is still not working . When I ring the number I don't get through and it is giving the same engaged tone when I press the button to call someone that it has ever since the thunderstorm. Our landline phone is one with Digital Voice. Our neighbours phones seem to be working again. I'd be grateful for any suggestions before I contact BT again about the problem.  

[jac_95]

Hi cliff3,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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.

[Leanne_T]

Morning @cliff3 

Thanks for coming to the BT Community and letting us know about your landline. 

Has the links provided by @jac_95 helped get the landline resolved for you? 

If not and this is still happening, please get in touch with our technical support team who can run some troubleshooting and let you know what is needed 🙂

Let us know how you get on. 

Leanne. 

[cliff3 · Accepted solution]

Hi Leanne, 

we've got our phone problem fixed now. We got an ex-BT engineer to visit our house and look at our line and set-up. Apparently, we hadn't pressed the pairing button on the adapter for our Digital Voice phone to pair our phone with our newly supplied router. So the problem is solved but thinking about it later and looking through the user guide for the Digital Voice I didn't see anything about needing to do the re-pairing with a new router. Neither was this re-pairing picked up in the hour long phone call that my wife had with the support team. It was also not mentioned as a timely reminder with the support team that I was able to procure a new router from. So for anyone out there that has to fit a new router, don't forget to pair your digital voice phone with the new router by pressing the pairing button on the side of the adapter. 

[Leanne_T]

Hi @cliff3 

Thanks so much for coming back and sharing what has sorted this for you, I'm sure this will be really helpful for other customers too 🙂

Leanne.