SMARTHUB2 - No Dial Tone on 431A Socket

[jfs99]

I am on FTTC and until recently have used SH1 without any problems. I was warned to expect imminent switch over to DV on May 1st 2025. I connected the SH2 that arrived a few days later and began using it without any problems for VDSL (Firmware version: v0.45.00.08028-BT), continuing to use old copper pair telephone while awaiting the switch over.

The analogue circuit was disconnected at ~midnight May 8th (40 hours ago) and so I connected my old telephone to the SH2's 431A socket expecting to continue as normal. There was no dial tone. After lengthy discussions with several BT GUIDEs, remote checks, reboots incuding to factory settings their conclusion (as things stand) is that the DV service is unable to function due to a problem with the router. A new device has been ordered, meanwhile VDSL is normal, but obviously we have no 'phone.

According to BT, the router they sent - and which I installed - does not match the equipment registered on their system. Their remote tests are telling them that the device is "not connected" to their servers and yet patently this is false. I am expecting that the new router will make no difference.

Any thoughts from BT-qualified personnel would be gratefully received.

[jac_95]

Hi jfs99,

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[jfs99]

I should probably add that analogue equipment still connected to the incoming copper emits a standard "number unobtainable" tone like this when handsets are connected - https://www.britishtelephones.com/wavs/nu6784.wav

Does anyone know how to interpret this phenomenon from a technical perspective ?

[imjolly]

If you go to hub manager 192.168.1.254 into browser address bar . Once in hub manager do you see you phone number and does it show active or not configured

Sounds like your old analogue connection has been disconnected

[jfs99]

Thanks for your reply. Underneath the "Status" panel there's a white panel with a telephone symbol and text "Not configured". The panel does not respond to mouse clicks. I think it is reasonable to assume that the analogue PSTN has been diconnected: this is what I understand by the phrase "switching to digital".

I gather that there should be a synthesised PSTN dial tone on the green 431A socket on the back of the SH2signalling that the SH2 is ready to act as an ADC between any old equipment and DV. The anomaly in this case is that this green socket is dead. I am trying to understand whether it is the SH2 itself or some part of the DV network that hasn't been connected properly, either hardware (in the cabinet ?) or some type of software switch presumably controlled by OR. BT has opted for the easy route which is to change the router. I think it unlikely that this is going to change anything but I understand why a faulty SH2 has to be eliminated.

If anyone can cast light on the likely causes I would be most grateful.

[WSH]

If you have not already done so, it's worth pointing out that the Smart Hub will need a restart to pick up the new settings after you've connected the phone.  (Unfortunately, it doesn't say that anywhere in the instructions).

Edit: Sorry, didn't read your original post properly, (as I'm doing the dinner).  I see you said it was reset/restarted.  For what it may be worth, I have two Smart Hub 2's and either one will pick up the DV settings with no problems when I swap them over, so I'm not convinced the guides are right when they say it's not the one they have on record.

[imjolly]

Your digital voice is not configured and if after you try a hub restart it still shows as not configured then you need to phone CS 03301234150 and get them to help you get your DV activated

[jfs99]

Thank you for your reply. We'll know whether it's a problem with the SH2 or some other DV connectivity issue once the replacement hub arrives. Actually I also have another SH2 but it's currently configured as an ethernet WAP and I'm reluctant to factory reset it (with all the faff involved in turning it back to a WAP) just to prove that there's a DV network fault. On the other hand maybe it IS the hub...

[licquorice]

I would be extremely surprised if it is the hub. It is far more likely DV hasn't been activated correctly.

[jfs99]

I tend to agree. But I don't see there's any alternative to letting BT "go through the motions" so that once the home equipment has been eliminated they can escalate the investigation according to their procedures.

AT least three things make me suspect that something has gone wrong with the order. First, according to the serial nos stored on their system, they think that I am still using a HomeHub4 (!). Secondly there's the fact that their diagnostic suite is telling the "BT Guide" that nothing is attached to the VDSL FTTC wires at my end - this despite the fact that I am obviously able to use the SH2 for IP4 traffic. The final thing that makes me suspect a network connectivity issue is that there's still a "number unobtainable" tone being generated over the copper pair coming to the premises upstream of any filters. When I checked my neighbour's incoming line upstream of the SH2 the two copper wires are dead so far as analogue devices are concerned. I was under the impression that changing to digital voice involved a physical disconnection of PSTN circuits inside the cabinet. The fact that there is still a strong analogue tone being generated on the copper wires connected to the BT socket makes me think something hasn't been done properly.