No Digital Voice BT have no clue how to fix it

[ZaraB]

Hi ive moved home nearly 3 weeks ago and had fibre internet and digital voice phones at my old property.  Since moving i have had to make at least 10 calls to BT as the voice phones wont work. Ive had 3 open reach engineers who all confirm broadband and connection is ok . I am being now being ghosted by BT who dont call me back and i am sick of calling them as each time i go thru the same process to be told they dont know how to fix it. My 90 year mum lives with me and it is essential i have a land line as she cant use a mobile.  And i cant leave her without a line of communication and is now a safeguarding issue .

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ive spoken to loads of bt techs who all tell me they have never seen this problem which is not helping me and my lack of phone. 

has anyone got any ideas i could try as im

getting deseperate on what to do next . 

[Keith_Beddoe]

@ZaraB 

Is your phone plugged into the socket on the back of the BT Smart Hub 2?

[ZaraB]

Hi Neither they run of the wifi , this is how they worked in my previous property. But im now in New area and older property and the phones just wont connect to the hub. Ive reset and re registered so have BT techs but their code their end just doesnt fix the issue. 

ive had a new hub and same thing good internet no phones. Just says unable to make or reciwve calls mo internet connection., 3 open reach engineers visited and all same line and broadband ok. And BT wont send me new phones 

[Keith_Beddoe]

@ZaraB 

They work on DECT not Wi-Fi, and have to be in fairly close range to the BT Smart hub 2.

The phones also suffer from poor batteries, and will often disconnect or say synchronising. I assume they are the BT supplied ones?

Please can you plug a wired phone into the back of the hub, and see if that can make and receive calls, as that will check that Digital Voice is working properly.

[ZaraB]

Hi yes a wired phone has been plugged into back of hub and that phone also does not work . 

[Keith_Beddoe]

@ZaraB 

See this post https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice/m-p/2387368#M98021

Does the number show?

[ZaraB]

Hi. Sorry for delay it says

phone symbol -not  configured.

[imjolly]

until that shows as configured and shows your phone number DV will not work.  have you tried resetting your HUB to see if that helps  if not you used to be able to contact FTTP 08005874787 who dealt with DV but if not then CS 03301234150

[ZaraB]

Thank you i will try those numbers ive called bt so many times and each time a new caller try's to sort it and im
Just going round in circles

[PaddyB]

Hi @ZaraB,

Thank you for posting and welcome to the Community. I'm sorry if your Digital Voice isn't working and that my colleagues haven't been able to fix this when you called. Please send me your details and I'll run a few checks.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy