No working landline!!

mrsdarbs

Our BT Hub phone decided to stop working a week or two before Xmas - as it couldn't find the Hub apparently. We've had no problems with BT Vision or BT Broadband. We went away for two weeks over Xmas and returned home to find this phone still not working. We tried to switch everything off/re-register the handset etc etc and still nothing.

So we find an old phone and use that plugged into our normal line and not using the BT Hub line and it works fine.

However, last night this other phone has decided to display 'not sub' and then proceed to not work - even though I'd used it fine like an hour before! :mad:

Mine and huby's mobiles get crap signal at home and so we are effectively left with no phone contact from our house at all! Very annoying when your family is in England and we live in Northern Ireland!!

Can anyone help?! I don't want to have to call BT out and be charged £150 for an Engineer unless it's completely necessary.

Bustage

Openreach engineer here. The first thing to do is plug the most basic phone you can get hold of into the back of the master socket. If you have a dialtone, phone a mobile and check the number is your own.

If you have dialtone and the number is your own, plug the home hub back into the socket.
Does the Broadband Sync light come on?

If the line is active, on your number and the Broadband sync light comes on, do a factory reset on the router and re-associate the phone with the hub.

If re-associating the phone does not work, phone BT Broadband support and explain the problem, they will probably send you out a new router/phone.

hairband

This happened to us and they told us it was because we had turned our hub off while we were on holiday in Oct/Nov. We had a lot of 'heated' debates about it and evetually,5 days later we were back up to speed. They told my hubby that some one had taken the desicion to downgrade our broadband because we hadn't used it for two weeks...we were on holiday! NOT IMPRESSED!!!!!

BT_company_representative

Hi mrsdabs,

If you like we can run through some checks with you, just drop me an email,
including your BT acc info and a link to this post and I will get back to you,
you can find the email address on our profile page,

Regards

Keith

Mark_In_Hampshire

hairband wrote: »

This happened to us and they told us it was because we had turned our hub off while we were on holiday in Oct/Nov. We had a lot of 'heated' debates about it and evetually,5 days later we were back up to speed. They told my hubby that some one had taken the desicion to downgrade our broadband because we hadn't used it for two weeks...we were on holiday! NOT IMPRESSED!!!!!

To add some balance - it's not a good idea to turn off an ADSL router. That doesn't have anything to do with poor design of the router, but the technology is designed to optimise the speed for the line. If you power it off, it may go through that "training" period again when you re-enable it resulting in initially slower speeds, but performance will restore itself - it isn't a BT issue.

mrsdarbs

Thank you all for your replies - will look into the options and emails tonight.

Just to point out though - the router/hub has never been switched off - we left it on while we were away.

mrsdarbs

ok so landline is working - got a new handset for the normal line, but bt hub phone still doesn't work.