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Can't dial out after switchover

Joining in

I'm investigating an issue on behalf of my elderly mother in law. The switchover letter said it would happen on Oct 26th.

Today we have the phone plugged into the router, rebooted the router, waited 5mins.

The phone can receive calls but can't make outgoing calls.

Do we need to wait another day or two?

Any advice appreciated.


Forum Team
Forum Team

Hi dean2matthews,

A warm welcome and thanks for posting on our community forums. We do apologise that your mother in law is having difficulties trying to make outgoing calls and receive incoming calls since the home phone switchover.

Can we ask if you're able to plug your mother in laws landline back in to the old master socket on the wall and try to make an outgoing call?

It mat be that the switch over has not yet happened. You will know when this has taken place as your original master socket will become dead. Once this happens you should then plug the landline in to TEL 1 port on the hub.

Can we ask you to try and place the landline back in the original socket to see if this is still active.

Kind regards Jodi. 

Hi Jodi,

We plugged the phone back into the wall socket and the line is dead.

Kind Regards


Thanks, dean2matthews for coming back to me.

I am going to pop you over a private message so I can take some details from your for your mother in law, as we may have to get an engineer arranged for her.

Please click on the purple envelope to accept the chat.

Kind regards Jodi. 

Forum Team
Forum Team

Hi dean2matthews,

Thanks for the private message. We have discussed what will happen next regarding your mother in laws account, and the vulnerability process.

If you have any further issues, please come back to us and we will assist you as much as we can.

Kind regards Jodi.