Normal duration of analogue to digital line switchover?

[misar]

Question as in the title.

For info this also requires changing my ADSL broadband to FTTC. Started at about 7am yesterday when the broadband briefly dropped. After that the Digital Voice connection on the Smart Hub 2 started working for outgoing calls only. Analogue phone connection was still working normally. At about 9pm yesterday the analogue line was disconnected and the broadband dropped. It has stayed off with the hub showing orange since then. I restarted the hub this morning just to be sure but made no difference.

At about 8am this morning I got a confusing BT email entitled "Your service is good to go". This said "Your broadband and Digital Voice home phone services are ready" followed immediately by "We're still working on your Digital Voice".

Its currently about 12.30pm and the broadband/phone is still off. Is over 15 hours and counting normal for loss of broadband during the switchover?

[imjolly]

have you tried a factory reset of your hub? has your connection speed increased if moved to FTTC?

if you go to hub manager is your phone connection shown as active now on DV

[misar]

As I said  I restarted the hub this morning with no effect. There is no Digital Voice because there is no broadband.

[iniltous]

TBH , you ask what the normal duration of analogue to digital line switch over is , when your circumstances are far from normal ….the vast majority of migrations to digital Voice are not from ADSL to VDSL (FTTC) at the same time as PSTN to DV , hence in your case the somewhat mixed messages and lengthy changeover period.

FWIW , I recon something has probably gone wrong and you may need to report this to get the issue resolved.

Was your ADSL broadband using a DV compatible router , so no change to the router was needed , or you were provided with a new router that you connected while still connected to exchange based ADSL ? .

If the DV service (and FTTC broadband) service worked briefly ( even if it were outgoing calls only  , the incoming calls still delivered to the PSTN network ) I suspect that a new visit to the FTTC ‘cabinet’ is needed to check your ‘connection’ in there , you could try calling your own landline number to see if the BT 1571 Answer service picks up the call .

[misar]

Thanks for the advice re ADSL.

After reporting an issue to BT and messing about with a factory reset etc  as instructed they admitted there must be a line problem. I have booked an "engineer" visit for next Tuesday (earliest available). Not good as on past experience they will be from BT, confirm its an external fault and book an Openreach visit.

I will leave this thread open and for completeness re "duration" report back when my broadband/phone get restored.

[misar · Accepted solution]

Finally had my broadband restored so in my case the "normal duration" for the switchover ended up at 5 days.

Turned out that somebody connected the last leg to the wrong copper line.  You might expect that quality control would include an engineer check with the user.