Digital Voice: What does the message on my handset mean?

If you're seeing or hearing a message, there are some quick and simple checks you can make to help you understand what the message means and what you need to do next.

I'm seeing a message on my Digital Home Phone

If you're using a Essential or Advanced Digital Home Phone, please follow the guidance below.

If you're using a different handset or corded phone, please check your manufacturer's user guide.

What message are you seeing?

No voice service on Hub

What does this mean?

The Digital Voice service hasn't been activated on the Hub you're using.

If this is the first time you've connected your Hub, the message will disappear when your service is working and ready to use.

How can I fix the problem?

  1. Make sure you're using the BT Smart Hub 2 we sent you when you placed your order for Digital Voice and it's turned on. Check your equipment is set up correctly: How do I set up my service? >
  2. Try switching off your Hub at the power socket. Leave it off for at least one minute before turning it back on

Unable to make or receive calls

What does this mean?

This happens when your Hub has no broadband service.

If this is the first time you've connected your Hub, the message will disappear when your service is working and ready to use.

How can I fix the problem?

  1. Make sure you're using the BT Smart Hub 2 we sent you when you placed your order for Digital Voice and it's turned on. Check your equipment is set up correctly: How do I set up my service? >
  2. Check your broadband connection >

No service on line 1

What does this mean?

There's a problem with the connection between your handset and the Hub.

How can I fix the problem?

  1. Restart your Hub by turning it off at the power socket and waiting at least one minute before turning it back on again. Give it a couple of minutes for the lights on the Hub to settle before trying your service again.

No service on multiple lines

What does this mean?

There's a problem with the connection between your handset and the Hub.

How can I fix the problem?

  1. Restart your Hub by turning it off at the power socket and waiting at least one minute before turning it back on again. Give it a couple of minutes for the lights on the Hub to settle before trying your service again.

No link to the Hub

What does this mean?

The Digital Home Phone can't establish a link to your BT Smart Hub 2.

This could be because your handset is out of range or because your Hub is turned off.

How can I fix the problem?

  1. Make sure you're using the BT Smart Hub 2 we sent you when you placed your order for Digital Voice and it's turned on. Check your equipment is set up correctly: How do I set up my service? >
  2. Check that you're in range of your Hub. Try moving closer to it and see if you get a connection

Register the handset

What does this mean?

Your handset hasn't been registered to the BT Smart Hub 2 you're using.

If this is the first time you've connected your Hub, you'll need to connect your handsets to your Hub.

How can I fix the problem?

  1. Connect the phone to your Hub:
    Press OK on your phone and follow the on-screen steps. When asked, press and hold the WPS button on your Hub for two seconds - it's halfway up on the left hand side. The WPS button will flash while the phone and Hub are linking and the phone will show it's registering

I'm hearing a message on my Digital Home Phone

If you're using a different handset or corded phone and your message isn't listed, please check your manufacturer's user guide before using our troubleshooter.

What message are you hearing?

Restart your Hub by turning it off at the power socket and waiting at least one minute before turning it back on again. Give it a couple of minutes for the lights on the Hub to settle before trying your service again

  1. Make sure you're using the BT Smart Hub 2 we sent you when you placed your order for Digital Voice and it's turned on. Check your equipment is set up correctly: How do I set up my service? >
  2. Check your broadband connection >

  1. If you're calling a landline, make sure you've included the area code, even if you're in the same area, like you would if you were making a call from a mobile phone
    For example, the area code for Newcastle-upon-Tyne is 0191, so you'd need to dial 0191 before the number, even if you live in Newcastle
  2. Try calling the number again to make sure you haven't mis-dialled

If you're still hearing the message, the telephone number you're calling is either invalid or has a fault on it. Please try an alternative number or try again later.

Fix your Digital Voice service with our troubleshooter

You can test your connection, report a fault with the network and fix a wide range of Digital Voice problems using our troubleshooting tool >

If we can't find a fault or fix the problem online, we'll give you the option to book an engineer appointment.

If you can't connect to your BT Broadband, you can also do all of this using your mobile internet connection.

Already reported a fault?

Track your fault, change contact details and appointment times using our fault tracking service >

Still having problems?

Visit our contact page for other ways to get in touch.

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