Moved to digital voice, but its not working

[WSH]

Does the Smart Hub management page show your phone number?  Does the phone work if plugged back into the wall socket?  When exactly was the switch to DV meant to occur?  Today, yesterday etc.

[AMayes]

Yes the Smart Hub shows my number. No the phone doesn’t work if I connect it the old way. The switch was supposed to happen yesterday and the man I chatted with yesterday ensured me it would be done. I’m thinking it must be done if the base can ring?

[WSH]

Sorry, I've misunderstood you then.  Didn't realise the base was ringing.  So it's just the handset can't reach the base, right?  Sounds like it's not the DV then but a problem with the phone itself.

Is the base in a different location?  Could be the signal is struggling to reach it.  Could be the handset needs re-registering to the base, especially if the base was unplugged for a while.  Otherwise I'm struggling.

[AMayes]

Thank you for trying to help. The phone is in the same place it has always been, just plugged into the router and not the wall. It was working fine. I don’t know how to re register it to the base. Looks like I’ll be back on the phone to BT tomorrow. 

[WSH]

A very, very, very long-shot.

A quick glance suggests the 8500 is a very old phone.  At one time cordless phones used more or less the same 2.4GHz frequency band as Wi-Fi, (although for a different wireless system called DECT).  Sometimes this caused interference between the two.  Modern cordless phones use a slightly different frequency.  Try it with the 2.4GHz Wi-Fi turned off on the Smart Hub., see if that makes any difference.

[AMayes]

No difference sadly. I’m learning a lot though. I didn’t even know about the Smart Hub u til today. 

[WSH]

Yes, it's a strange one.  I can't see any reason why the phone should suddenly stop talking to it's base.  I take it the handset batteries are in decent condition?

Edit:  This might help https://www.bt.com/help/landline/why-can-t-i-make-or-receive-telephone-calls--cordless-phones--

[AMayes]

Yes I believe so. 

[AMayes]

Managed to sort the problem by myself. The base couldn’t find the handset so via the Smart Hub I deregistered the handset. I needed the admin password for the router. Then on the handset I went to Register where you have to press ‘find’ on the base and hey presto I can now make and receive calls. 😀