This topic

Misinformation about Digital Voice cancellation

Colin_London — Tue, 16 Jan 2024 17:07:56 GMT

When I ordered Full Fibre 300 at the end of December I was fully out of contract. I wanted to cancel Digital Voice as I did not need it. However I was told that the system was not allowing this and the ‘guide’ read out a message to me saying that ‘we are happy for the customer to phone up after the order completes to cancel Digital Voice at no charge’. So I had to proceed with the £3 PAYG DV service on the order.

The order was closed today so I phoned up to cancel DV only to be fed a story about how the two services are ‘tied together’ and that somehow my service would shoot up from £37.99 + £3 per month to well over £70 per month, and I might as well keep it on there.

When I challenged this and the guide tried to put me through to the person who stated this I was unceremoniously cut off.

This is unacceptable - I wanted to understand the rationale behind this huge price hike because it doesn’t tie up with any deals on BTs website, where you can save money for not having DV - not pay more. Plus it explicitly goes against what I was told in clear terms when I ordered fibre - a call which was obviously recorded and can be checked.

This really does seem like an attempt to frustrate in the hope I will give up.

Anyone else have this problem?

Re: Misinformation about Digital Voice cancellation

-Richie- — Tue, 16 Jan 2024 17:26:10 GMT

Removing the Digital Voice service will save you £3 per month, this is based on you stated you have PAYG calls at £3 per month.
Any saving with not having the ability to make and receive calls is through not having a mandatory calling plan.

Re: Misinformation about Digital Voice cancellation

Colin_London — Tue, 16 Jan 2024 17:31:54 GMT

@-Richie- Yes this is what I was expecting to be accepted with no quibble.

Instead I got fed a line with an exaggerated figure attached. Why behave like this about something that can easily be checked on?

Re: Misinformation about Digital Voice cancellation

DavidM — Tue, 16 Jan 2024 17:38:15 GMT

Hi @Colin_London and thanks for posting.

I'm really sorry about this. I can look into it for you. Please check your inbox for my message and drop me over the details.

Cheers

David

Re: Misinformation about Digital Voice cancellation

Colin_London — Tue, 16 Jan 2024 17:45:15 GMT

Thanks @DavidM - will send the info this evening when I get home. It may be ‘only’ £3 a month, but I was clear I didn’t need the service and am only doing what I was asked to do at the time I placed the order.

Re: Misinformation about Digital Voice cancellation

DavidM — Wed, 17 Jan 2024 11:20:09 GMT

Thanks for sending over the details and taking time to talk @Colin_London

That's all been sorted for you now but if there are any questions you can always drop me a message.

Chers

David