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Delayed Digital Voice Switchover

Skable — Fri, 14 Mar 2025 23:34:05 GMT

It seems this has been a common issue, but it's appalling.

Took BT 3 weeks to switch me to Digital Voice after cutting off my landline and another 10 days to transfer my original number to the service.

What the hell is going on at BT? In no circumstance is this acceptable, especially considering we don't have a choice and that the switchover was automatic. Doesn't help that BT.com is the slowest and most unreliable website I've ever had the misfortune to come across.

I emailed Consumer Resolutions on the 27th of Feb and received no response there. I've emailed them again today, but I'm not expecting much from that.

To top this off, I haven't even been offered any compensation on my next bill for the total loss of service (for 3 whole weeks) and late activation.

I still have 6 months left of my contract so I can't even switch providers. I'd rather not have to resort to that, but I feel like I don't have much of a choice.

Re: Delayed Digital Voice Switchover

jac_95 — Sat, 15 Mar 2025 00:02:39 GMT

Hi Skable,

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: Delayed Digital Voice Switchover

iniltous — Sat, 15 Mar 2025 10:00:07 GMT

Yet in my case , advised of migration to DV , plugged phone into router and it worked , no delay , no inconvenience, nothing to complain about ….my experience is much more likely to be the norm , basing your experience on the fact that others have complained ignores the fact that people tend to complain publicly when things go wrong , and are much less likely to offer praise when things go as planned, quite rightly, something done correctly should be mundane and not noteworthy.

Quite often when people complain on here , with tales of woe , they invariably keep the details to themselves, and only when pressed for more information , does pertinent information come to light , potentially explaining why an error was more likely, like they were moving provider and changed their mind for example during the migration to DV , messing up the process.

Unfortunately things can and do go wrong , this is the exception not the rule

Re: Delayed Digital Voice Switchover

Christopher_G — Sat, 15 Mar 2025 14:21:43 GMT

Hi and welcome to the community, @Skable

I'm sorry to hear that you had a problem with your switchover. Is it all transferred and working as it should now?

Did you open a complaint with our Customer Support team over the phone?

Chris