Digital Voice - Migration administration confusion

JohnD416 — Sat, 27 Sep 2025 08:10:14 GMT

Our Digital Voice migration from 3-10 September (Order ref VOL************) is marked as complete.

Our migration was completed successfully on 10 September using our EXISTING Smart Hub and our existing phones (owned by us). No new BT equipment to install or any redundant BT equipment to return.

However, but we are still getting email messages we don’t understand;

1) On 10 September we have an email regarding “Equipment not arrived yet” with a Track Parcel reference.

2) within order VOL*********** There is an entry for a Smart Hub equipment return quoting a reference that bears no relation to any equipment we possess. We only have one Smart Hub and would have NO service if we had to disconnect and return it. The Smart Hub serial number listed is +08********** with a status of “Awaiting Return.” Our Smart Hub serial number is +091300+1836013616 with a status that remains “connected.”

3) Later in the day, we got an “We need your kit back” email with a returns label - Tracking Reference: O**********B.

4) Our VOL************ order has two more entries, “Service Activation” and “Order Complete.” No changes to the erroneous “Awaiting Return” entry,

5) on 24 September we received another email regarding returning a reminder to return the phantom Smart Hub.

6) I have been monitoring the VOL************ order within MyBT app and no corrections or updates to the erroneous return of a Smart Hub have been made.

So, If a replacement Smart Hub was sent to us as part of the migration, it never arrived or was sent to the wrong address. Our address has not changed.

Or, If no new Smart Hub was sent, or required as our smooth migration indicates, there has been a misadministration with BT that is incorrectly challenging our integrity and also harassing us with unnecessary emails which are a nuisance.

We are longstanding BT customers and will complain to head office if this situation continues.

Please investigate, explain what has happened and confirm it will stop.

[Mod edit: Removed order numbers and serial numbers]

Re: Digital Voice - Migration administration confusion

JohnD416 — Fri, 26 Sep 2025 20:27:21 GMT

I finally got through to a human support resource who was able to investigate and correct the admin error. Case closed. Phew, half a day wasted.

Re: Digital Voice - Migration administration confusion

Christopher_G — Sat, 27 Sep 2025 08:11:52 GMT

Thanks for coming back to let us know, @JohnD416

I'm glad to hear that it has been corrected.

Chris

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Digital Voice - Migration administration confusion

Re: Digital Voice - Migration administration confusion

Re: Digital Voice - Migration administration confusion