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Landline disappeared on home move

Peterdstraw — Fri, 13 Dec 2024 07:31:10 GMT

I recently moved home. I have broadband and landline with BT. Since moving the broadband works but the landline (digital voice) doesn't. The landline has also disappeared from my online account but it seems I'm still being charged for it.

Multiple calls to BT have got me through to the Connections team who promised to fix it and call me back the same day to confirm. That was several days ago and I've heard nothing.

Is there a number to contact the Connections team directly, rather than waiting in multiple queues, or better still, could a moderator on here prompt them to contact me with an update?

Re: Landline disappeared on home move

jac_95 — Fri, 13 Dec 2024 07:32:39 GMT

Hi Peterdstraw,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Landline disappeared on home move

Keith_Beddoe — Fri, 13 Dec 2024 07:38:49 GMT

@Peterdstraw

How do you know you are being charged for the landline (phone service), its normally about £3 on top of the normal broadband cost, unless you have an unlimited call package added?

Re: Landline disappeared on home move

Peterdstraw — Fri, 13 Dec 2024 08:59:02 GMT

It's still showing on the next bill estimate on my account.

Re: Landline disappeared on home move

Keith_Beddoe — Fri, 13 Dec 2024 09:16:41 GMT

Unfortunately the moderators no longer have account access.

I assume it shows as a PAYG (Pay as you go) charge for a phone service, unless you have asked for unlimited minutes, as that is quite a bit more.

Remember that there is no landline charge as such, its included in the cost of your broadband, the only additional charge is for the phone service.

I assume that the BT Smart Hub 2 is showing "not configured" when you look on the hub manager for the phone settings?

Re: Landline disappeared on home move

Peterdstraw — Fri, 13 Dec 2024 09:22:11 GMT

Okay thanks.

I've been on the phone again this morning and have another call back promised so will see what happens.