This topic

Complaint Digital Voice Connection

Pemberton — Mon, 20 Jan 2025 08:04:58 GMT

I have been without a land line since 17th December since a new Halo 3 + hun has been installed. Two complaints submitted to BT still no land line.
What do I now do. We are both in our eighties.

Re: Complaint Digital Voice Connection

Keith_Beddoe — Mon, 20 Jan 2025 08:12:12 GMT

@Pemberton

Welcome to this user forum for BT Residential phone and broadband customers.

Is your phone plugged into the green socket on the back of the BT Smart Hub 2?

Re: Complaint Digital Voice Connection

Pemberton — Mon, 20 Jan 2025 10:00:21 GMT

I have done all this. The Broadband Service is working. Despite repeated calls to BT I remain without the landline.

An advisor the only one who seemed to take any interest confirmed that my landline had been cut off.

Further calls produced no service. Two official complaints have been registered. Again no further action. I was told landline would be reconnected on 17th January 2025.

Still without landline. Awaiting call from Complaints Dept this morning.

Who do you complain to above the Complaints Dept. The Chairman of BT?

Re: Complaint Digital Voice Connection

iniltous — Mon, 20 Jan 2025 10:17:16 GMT

Check your router statistics, it will confirm if the DV service is configured or not , if it isn’t configured then some administrator type work is required by BT to get your DV phone service turned on .
What is the background to this ? , are you a new BT customer, or where you an existing BT customer that’s been migrated to DV , and had a new router supplied because your previous one didn’t have a phone port ( FYI there is no such thing Halo 3+ hun ( presumably you mean hub ) Halo is a benefits package, the hub is a SH2 )

If a new customer did you elect to take a phone service ( it’s optional ) if you were an existing BT customer and the phone service was being kept just migrating to Digital Voice , so your phone connected to the router/ hub , when were you told this migrants taking place ?

Re: Complaint Digital Voice Connection

Pemberton — Mon, 20 Jan 2025 14:00:56 GMT

I’ve been a BT Customer for many many years. I took out Halo 3 + on 17th December. Installed new hub. Had it checked. It’s been a complete disaster. Latest phone call from BT is that it will not be connected until 14th February. And wait for this! If I have an impairment they may consider it a welfare case to escalate the installation.
so much so for good service.
even the complaints officer is at a loss as to why it is taking so long.
good old BT!

Re: Complaint Digital Voice Connection

Keith_Beddoe — Mon, 20 Jan 2025 14:20:06 GMT

It may be that the local exchange is not ready to have its routing data migrated onto the DV platform, or there is a data integrity issue which is most likely affecting others on the same exchange.

I can easily see the situation where a customer renews their contract. BT can no longer place an order for PSTN, and the exchange is not ready to be migrated, so they are left without a phone service.

Re: Complaint Digital Voice Connection

Peter_W — Mon, 20 Jan 2025 15:52:17 GMT

Good afternoon @Pemberton, I'm disappointed to hear that you're continuing to struggle with your digital voice service.

If this is being looked at by our dedicated complaints team, then I'm confident they'll be doing everything they can for getting this resolved, but I appreciate your concerns at the timescales offered.

They're our highest point of escalation and handle complaints at an Executive level, so there wouldn't be any higher point to raise this with.

If you remain unhappy though, I'd recommend getting back in touch to ensure we've looked at all options here, and you can also find full details of our complaints process here:

Our complaints code of practice

Peter