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Landline Cut Off in error - HELP!

susie_mulqueen — Sat, 22 Feb 2025 12:12:01 GMT

My Landline has been cut off in error since Tuesday, after spending eight hours on the phone and being promised by six different people that this will be fixed but it still hasn't please HELP...this line is my main line and has been in place 25 years, registered with various organisations etc. including my elderly mother and is urgently required.

Ive spoken to most Teams in the UK but no solution....not sure what to do next please HELP!

Re: Landline Cut Off in error - HELP!

imjolly — Sat, 22 Feb 2025 12:51:01 GMT

this is a customer help customer forum and your post does not got to BT the forum mods do not have account access.

you really need to phone CS 03301234150 or as a possibility try billing message now

https://www.bt.com/help/contact-bt/account-and-billing/broadband

was phone disconnected by accident or for non payment of bill?

Re: Landline Cut Off in error - HELP!

susie_mulqueen — Sat, 22 Feb 2025 13:14:15 GMT

Disconnected in error...should of disconnected EE TV, but decided to disconnect Digital Voice as well!!!

Thanks for your help.

Re: Landline Cut Off in error - HELP!

Leanne_T — Sat, 22 Feb 2025 14:05:47 GMT

Hi @susie_mulqueen

I am very sorry the landline has been disconnected since Tuesday and appreciate how much of a worry this must be if you rely on your landline.

Could I just check, what was the last update the team provided when you called? Has this been escalated for you?

Speak soon.

Leanne.

Re: Landline Cut Off in error - HELP!

susie_mulqueen — Sun, 23 Feb 2025 08:11:45 GMT

No, this has still not been resolved and no order has been raised to reinstate my line. Yesterday I used the Messenger Tool as recommended and have still got any further, as you can imagine i am very upset and disappointed with BT at this point as I keep getting promised it will be resolved, but it doesn't they advised me as follows:

Hi there, we have carefully reviewed the account and it appears that your
service has not been switched to digital voice yet. Therefore, when you return,
could you please connect your phone to the main telephone socket temporarily? - MY LINE HAS BEEN DISCONNECTED SO THIS DOES NOT RESOLVE THE PROBLEM AS DIGITAL VOICE WAS INSTALLED ON THE 13/02/25

and also once you come back could you please give the values team a call on
03301234150 sales retention 8am to 9pm Mon - Fri 8am to 8pm Saturday 8am to 8pm
Sunday by that they can take care of the order related issue ? - SO BACK TO SQUARE ONE 😞

Are you able to help?

Re: Landline Cut Off in error - HELP!

Leanne_T — Sun, 23 Feb 2025 09:25:23 GMT

Hi @susie_mulqueen

Thank you for coming back to me.

I've sent you a private message on the community for some extra details, if you can take a look and get back to me that would be great.

Speak to you soon.

Leanne.

Re: Landline Cut Off in error - HELP!

susie_mulqueen — Sun, 23 Feb 2025 12:20:19 GMT

I am pleased to say after another 3 hours talking to BT, a very helpful Chris and Richard have resolved my problem.

Telephone now working correctly. 🙂