This topic

Is this email genuinely from BT?

Jellicle — Thu, 21 Nov 2024 18:46:06 GMT

Hello

I've received an email entitled "Important information about your home phone service". It informs me that BT is moving our service over to Digital Voice.

Nowhere in the greeting or the text of the email is my name used.
The account number is not my account number or anything like it.

Mouse-hover shows that the links all point to intelli-direct.com. I haven't clicked on anything.

How can I tell whether this email is genuine or not? The BT site tells me what to do if I suspect phishing (forward the email and delete it) but doesn't give examples of phishing emails or show the texts of genuine messages they've sent me.

Thank you for any insights.

Re: Is this email genuinely from BT?

jac_95 — Thu, 21 Nov 2024 18:47:39 GMT

Hi Jellicle,

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: Is this email genuinely from BT?

Pete31 — Fri, 22 Nov 2024 08:48:13 GMT

I've received a similar email.

Nowhere in the greeting or the text of the email is my name used.
The account number is not my account number or anything like it.

Likewise. I also see some unknown account number. I've not clicked any links.

However, if I log on to my actual MY_BT account, and then look at the "Track Your Order" section, there is a pending order recently raised which seems to cover the same topic as the email.

So I'd suggest the email is misleading, contains false information, but also points to something real, so it might originate from BT.

What random-number algorithm they used to create a fictitious account number I can't begin to guess. Why they wouldn't just use the actual number is beyond me.

Re: Is this email genuinely from BT?

clique-al — Fri, 22 Nov 2024 11:24:22 GMT

Hi Folks,

I've also received same email back on 13th and account no does not match mine. Have not clicked on any links etc, but now have received in post letter from BT on 19th and text of letter is exactly as email.

Also, as @Pete31- I logged into mybt account and found an open order created on 16th at 03.45 am relating to info (Broadband & Digital Voice) planned for Jan 25 which I’m not aware off. I’ve decided to wait and see if there will be any follow-up from BT or Openreach about this order change.

Cheers, Al

Re: Is this email genuinely from BT?

Jellicle — Fri, 22 Nov 2024 16:11:16 GMT

Thank you @Pete31 and @clique-al for your replies.

I have just logged into MY BT and looked at Track your order. It says:

Some internal error occurred.
Sorry at this time you are not able to view any orders on this account because there are no active orders. If you believe you should be able to view an order then please:

Leaving aside the grating English "Some internal error..." (why not "An internal error..."?), knowing that you both have found active orders which you weren't aware of, I am mystified.

When everyone else is urging us to take precautions when viewing emails, and companies generally include some identifying personal information, BT (if BT it really is) ought not to be sending emails which open with just "Hello" and have random account numbers.

We haven't had any letters in the post.

Cheers

Re: Is this email genuinely from BT?

Peter_W — Fri, 22 Nov 2024 16:53:44 GMT

Hey there @Jellicle.

Could you possibly let me know the email address that this email has come from so I can get this double checked?

Also if you can share a screenshot of the email itself, making sure to mask any personal details too, that would be perfect.

Peter

Re: Is this email genuinely from BT?

Jellicle — Fri, 22 Nov 2024 17:06:32 GMT

Hello Peter

Thank you for your reply.

The address is BT@updates.bt.com

The email is too long to display on my monitor as a whole so I'm posting it in bits. There is no personal information. This is not my account number nor anything like it

Do you need the rest of it? 🙂

Re: Is this email genuinely from BT?

jac_95 — Fri, 22 Nov 2024 17:30:35 GMT

@Jellicle

You are best to double check via your mybt account or calling customer services.

FYI though as part of BT's customer migration to BT's Digital Voice service (as the traditional analogue phone service is closing) an email/Letter does go out to the customer letting them know they will soon be migrated and also if you are in a Openreach full fibre area will be moved to full fibre too.

Re: Is this email genuinely from BT?

Linzi_H — Sat, 23 Nov 2024 14:17:58 GMT

Thanks for sharing that @Jellicle

From what I can see this does look to be a genuine BT email, however, if your account number is not correct on the information I would suggest calling us directly when you can please.

One of our Guides can check over the details to make sure everything is accurate.

Linzi

Re: Is this email genuinely from BT?

Jellicle — Sun, 24 Nov 2024 16:36:11 GMT

Thank you for your help @linzi and @jac_95

I have just checked MY BT and it still says there are no active orders. The account number on the email is not ours. We have not had any letters in the post. Therefore I will take your advice and contact BT. I trust that if this is genuine, a BT engineer will make an appointment and not just turn up at the door.

Could I ask you, please, to pass on to whoever composes these communications that it would be good practice to include some information by which the customer can have confidence that the message is genuine (address customer by name, part of postcode, correct account number not a random one, etc)?

Best wishes

Re: Is this email genuinely from BT?

licquorice — Sun, 24 Nov 2024 16:59:25 GMT

There will be no visit by anyone to simply convert you to Digital Voice.

It is just a case of unplugging your phone from the current phone socket and plugging it into your Hub instead.

An engineer visit will be required if you move to full fibre however.

Re: Is this email genuinely from BT?

ChesterDrawers — Tue, 26 Nov 2024 00:47:59 GMT

Hello I received the same email on 7th November regarding the imminent switch to Digital voice. Again an account number not matching mine. Postal mail was also received regarding this matter. Also when I check if digital voice is available on the post code it is. I have checked the track order section and its now showing a full order for Digital Voice on 15th Nov with pending dispatch of Smart hub 2 and engineer visit ( only needed for full fibre)

So i would suggest the email is genuine if you can see some details in the track order section

Peter

Re: Is this email genuinely from BT?

Jane2018 — Tue, 26 Nov 2024 18:15:13 GMT

I have not been moved as yet. There was a BT session locally today and apparently there were queues of old people out the door ( we are "God's waiting room" where I live in outer London). I have not had that email. I am going to do nothing until forced as am dreading it all going wrong particularly such as common issues like some landlines to landline numbers and calls from abroad not getting through to my two landline numbers but perhaps I will be pleasantly surprised once we get the two new hubs ( we have old hubs) and reset them and change passwords and all the huge amounts of time we will have to make for what will probably be a worse service.

Re: Is this email genuinely from BT?

Jellicle — Mon, 02 Dec 2024 20:24:21 GMT

Update. We have just received a letter from BT so the email was genuine. I do think they could consider how to send out emails which don't look like spam.

I have just looked again in my orders and the migration to Digital Voice is now showing for later in January. It says that they are awaiting our equipment and then an engineer will make an appointment.

Like you, @Jane2018 , I am apprehensive, as our very elderly, vulnerable neighbour had endless trouble and was left without a functioning phone service. Thanks to advice from this community I was able to point her daughter to sources of help and we did what we could to support her. I'm hoping that with more experience in migrating, the process may be less hassle than she had.

Thank you all for taking the time to respond to my question.

Re: Is this email genuinely from BT?

iniltous — Mon, 02 Dec 2024 21:20:43 GMT

Just for clarity, the migration to DV ( digital voice ) doesn’t need an engineer visit , you just connect your phone to the router , ( not the wall socket ) , a suitable BT SH2 router is supplied if the router you have doesn’t have a phone port , the reason for the engineer visit is for FTTP , basically the opportunity is being taken to convert your existing copper line from FTTC to FTTP ( to full fibre ) , at the same time as the migration to DV .

So , ( for arguments sake ) if your service is from a telegraph pole , a new optical cable from the pole to your house is fitted , a CSP ( external block on the wall ) and an ONT ( internal mains powered box on the inside of the house ) are fitted and the router connects to the new ONT , your phone connects to the router and the copper dropwire from the pole is removed …..this conversion to FTTP at the same time as migration to DV is a relatively new program, previously the migration to DV didn’t come with a conversion to FTTP , you remained on the FTTC connection .

Re: Is this email genuinely from BT?

Monkey30 — Thu, 06 Feb 2025 09:36:59 GMT

So are they charging more for this move to full fibre? Are they moving you to a new contract? My mum has had an email with an appointment but when you call customer service you get several rounds of automated service and then get told to hang up they have sent you an email, if I wanted an email I would have emailed! Why is it so hard to speak to someone, my mum is in her 70’s and will agree to it not knowing what she has agreed to! I’m about ready to leave BT as their customer service has really gone down hill since becoming part of EE, I’m not a fan of EE anyway as when my dad died mum went into the shop to sort his phone, they called customer service the member of staff told the call centre 3 times he had passed away then when they spoke to my mum they asked if he was with her, she put the phone on the desk and walked out crying!

Re: Is this email genuinely from BT?

licquorice — Thu, 06 Feb 2025 10:09:56 GMT

For a given package, the price is the same regardless of how it is delivered. There is no charge for the actual change to fibre.

Re: Is this email genuinely from BT?

iniltous — Thu, 06 Feb 2025 11:53:35 GMT

Moving to DV is not a contractual change , it’s merely a change in the way the service is delivered , so there is no extended contract , the existing date ( if there is one ) remains as far as minimum term , any BT/Openreach offer to convert to FTTP is in the same vein, not a contractual change , also thus it is an offer , it’s not compulsory to accept it , but long term FTTP is going to be the only method to deliver services, any refusal to take FTTP now can only be short term , there will be a point where it’s FTTP or nothing , but for now there will be some with genuine reasons to refuse an upgrade to FTTP from copper , a tennant in a rented property unable to get the landlord to agree to any changes is an example , but you don’t need to supply a reason , just say it’s not wanted , that is enough……..but for many , given the usual complaints about lack of FTTP availability, you would think taking this free upgrade will be gratefully accepted

Re: Is this email genuinely from BT?

Monkey30 — Thu, 06 Feb 2025 12:17:18 GMT

If it’s free then I am happy and will let her know, just that mum stresses about dealing with people and that she might be paying out more as she is on a pension but then when faced with someone from a company asking her she won’t ask the questions she will just agree and panic after, she also tends to give me minimum information so I don’t know what is going on but wants me to check it is all ok lol! Thank you I will let her know it’s all ok!