This topic

Digital voice

Lally1 — Tue, 25 Mar 2025 16:01:04 GMT

I’ve been without a landline for 6 months, after numerous calls to BT and resetting digital voice numerous times as well as the hub I was at a loss at what next to do , I had no dial tone at all , today an engineer has hopefully fixed the problem by putting in a new router. Does anyone know how to claim compensation and is there a cap as to how much I should get. It’s been soul destroying as I’m disabled and just felt vulnerable without a landline as backup

Re: Digital voice

jac_95 — Tue, 25 Mar 2025 16:02:39 GMT

Hi Lally1,

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: Digital voice

Linzi_H — Wed, 26 Mar 2025 18:20:57 GMT

Hi @Lally1

Welcome to the Community.

I'm pleased to hear that the engineer has been able to get this all sorted out and working again. I can imagine this has been really frustrating for you too!

Please reach out to our team directly so they can review everything that's happened, and they'll discuss the best next steps 👉 Contact BT, Call us or chat online.

Linzi

Re: Digital voice

Lally1 — Thu, 27 Mar 2025 10:10:11 GMT

I’ve done an online chat, and made a complaint, . I’m still unsure whether I’ll get the compensation from September until now as it’s amounted to £1800 , I have to wait 30 days so we’ll see

Re: Digital voice

Peter_W — Thu, 27 Mar 2025 11:38:57 GMT

Thanks for explaining there, @Lally1.

How were things left with you after you completed the chat with our team?
If you would like more information on our complaints process and how to escalate should you remain happy, you can find this in our complaints code of practice.

Peter

Re: Digital voice

Lally1 — Thu, 27 Mar 2025 12:31:55 GMT

I’m to wait 30 days , I’ve no idea on the amount I’ll receive

Re: Digital voice

Peter_W — Thu, 27 Mar 2025 12:34:45 GMT

@Lally1 Thanks for confirming that.

Please keep us posted on how things go, and if needs be the email address listed in the link I shared above will escalate this directly to our Executive Level complaints team.

Peter

Re: Digital voice

Lally1 — Thu, 27 Mar 2025 15:51:09 GMT

Many thanks it caused me so much anxiety, every time I phoned them they’d have me resetting the router and the phones , being disabled this absolutely exhausted me

Re: Digital voice

Lally1 — Sat, 12 Apr 2025 09:15:25 GMT

As of yet no compensation,

Re: Digital voice

Michael_D — Sat, 12 Apr 2025 11:25:11 GMT

Thanks for coming back to us @Lally1

Were you told by our team that compensation would be applied when you last spoke to them?

Have you had a bill created since the last discussion?

Michael

Re: Digital voice

Lally1 — Sat, 12 Apr 2025 13:50:08 GMT

Yes I was told I’d get compensation, bill generated today and paid

Re: Digital voice

Michael_D — Sat, 12 Apr 2025 14:01:55 GMT

Thanks @Lally1

If there wasn't anything on the bill about any compensation being applied, it would be best to speak to our team again.

They'll be able to look at the account to see what is happening with it.

Michael

Re: Digital voice

Lally1 — Sat, 12 Apr 2025 14:42:48 GMT

I have done and my compensation is £98 , I’ve registered a complaint as that just doesn’t seem enough

Re: Digital voice

Lally1 — Sat, 12 Apr 2025 14:44:09 GMT

It’s now been sent to executive complaints

Re: Digital voice

Michael_D — Sat, 12 Apr 2025 14:46:07 GMT

That would be our top level of complaints @Lally1, and they will get back to you as soon as they can.

Michael

Re: Digital voice

Lally1 — Sat, 12 Apr 2025 14:48:32 GMT

Have you any idea of the amount of compensation I should receive, I’ve read £9plus per day, and customers services kept asking my what amount I thought I should get. I’m 68 and disabled and this is all stress I do t need

Re: Digital voice

Michael_D — Sat, 12 Apr 2025 14:56:14 GMT

I couldn't say as I don't have access to your account to see the exact details and timelines, but the Executive team would work it out based on the guidelines for all providers.

You can see more on the Automatic Compensation page on our website.

Michael