Phones won't connect to hub.... they were working

[Storm_Force]

Hi 

I have 2 digital voice phones that have been working great. The other day I noticed both phones displaying "No connection to hub"

Tried reconnecting using the WPS button, nothing

Tried reconnecting using the hub manager, nothing

Reset both phones , rebooted hub, nothing

Anyone any idea why the won't connect to the hub?

[jac_95]

Hi Storm_Force,

Thanks for the post and welcome to the Community.

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[iniltous]

Batteries 

[imjolly]

from numerous previous posts sound like you need to replace the cheap rechargeable batteries that come with the phones.  often display shows fully charged but batteries are faulty

this post may help  https://community.bt.com/t5/Home-phone-including-Digital/How-to-replace-batteries-in-a-BT-Advnced-Di...

[Storm_Force]

So both phones which are two months old , showing fully charged, both of which now won't connect is battery related?

[licquorice]

Quite probably.

Easily verified by replacing the batteries temporarily with new alkaline batteries but don't put the handset on the charging base whilst they are fitted.

[imjolly]

just try replacing rechargeable batteries with standard batteries to see if that solves your problem just don't put phone on charge

[Storm_Force]

OK I've done the following now:

Changed batteries - no difference

Removed registered phones from hub manager- no difference

I took both phones to my parents who have DV and they registered straight away so this rules out an issue with the phones completely.

So appears to be a hub issue? Hub says "Service ready"

[imjolly]

Have you tried a factory reset of the hub and see if phone will now connect to hub

[iniltous]

Have you got a corded phone or a DECT base station and associated cordless handsets you can  plug directly into the SH2 phone socket to see if you have any telephony  ? , it’s possible the DECT base station built into the hub is faulty hence why your service specific BTDV handsets stopped working at the same time .

You don’t need to use BTDV handsets with BTDV though , any modern phone will work , FWIW , if it’s the DECT base station in the SH2 , it’s pretty uncommon problem , the most common issue is the rechargeable batteries in the DV handsets , not the hub itself.

If you do have a corded phone and it also doesn’t work connected to the hub , even if the hub reports that DV is activated, it may be a remote  problem you need to report to BT  .