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Aspiring Contributor
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Message 1 of 8

Caller dispaly and BT Protect

We have finally had our phoneline activated, no thanks to BT and Virgin getting confused. We now cannot access any of the features, BT protect, the caller display doesn't work. We have tried activating using the phone and when logging in says we cannot access your account. If i dial *#234# (saw this on another post) it says service not activated. We are using the Handsets supllied to us and connect to the hub. Any ideas? Our account says order was completed 29th Sept. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Caller dispaly and BT Protect

@GT037 

Are they the digital voice phones which are linked to the smart hub 2?

If they are, have you seen this page https://www.bt.com/help/landline/digital-voice--how-do-i-set-up-my-service-

 

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Recognised Expert
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Message 3 of 8

Re: Caller dispaly and BT Protect

If you were supplied with phone handsets and they connect to the hub, it sounds as though you are FTTP and have ‘Digital Voice’, this is not regular telephony and you probably need to speak to the specialist FTTP team, a search of the forum should find their number , but it’s possible the number is Mon-Fri only
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Aspiring Contributor
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Message 4 of 8

Re: Caller dispaly and BT Protect

Yes they are, and are already registered to the Hub 2. They were linked to the hub when the Interent was installed. When i log into the hub, they are showing as registered

 

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Distinguished Sage
Distinguished Sage
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Message 5 of 8

Re: Caller dispaly and BT Protect


@GT037 wrote:

Yes they are, and are already registered to the Hub 2. They were linked to the hub when the Interent was installed. When i log into the hub, they are showing as registered

 


I think there is a separate process for adding features on Digital Voice.

See https://www.bt.com/help/landline/digital-voice--how-do-i-use-my-calling-features-

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Aspiring Contributor
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Message 6 of 8

Re: Caller dispaly and BT Protect

We can't even access the settings via the My Portal as it just says an error getting your account. In mybt.com, we have the digital voice bit under our products, but can't do anything to the settings to set up anything. 2 Months this has taken, after numerous calls with the Fibre team, and broken promises. They even told us we couldn't keep our old number as Virgin had deleted it, and would be issued with a new number, by last Friday, that never happened and we have kept our old number. After talking to the Virgin Exec complaints team, the number was never deleted. 

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Message 7 of 8

Re: Caller dispaly and BT Protect

 

It's possible that Virgin haven't yet ceased your service and your BT service can't be started until they do

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Moderator
Moderator
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Message 8 of 8

Re: Caller dispaly and BT Protect

Hi @GT037 thanks for posting, I'm so sorry the calling features aren't working for you. The digital voice service should automatically come with the calling features enabled on the line without you having to do anything to activate them so it sounds like there may still be residual problems with the activation order. If you speak to the fibre to the home team on 0800 587 4787 they'll be able to get that looked into.

 

 

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