This topic

Digital Voice migration issue

chamber_boy — Thu, 19 Jun 2025 08:39:29 GMT

So I get my email to say that I'm moving to Digital Voice and I can track my order.

Imagine my surprise when I see that the order is for Digital Voice pay as you go as I'm paying a premium on my Broadband package for Broadband and unlimited calls included.

So it seems that BT think it is right to get me to pay twice for my calls, if I want unlimited ones on the new Digital voice service. or are they going to reduce my Broadband package to reflect the loss of the unlimited calls that are included in it currently.

Also what would have happened if I hadn't checked the Digital Voice migration and just carried on using the phone service as normal; I know exactly what would happen I would get a large bill and nothing from from them to reflect the position they have put me in.

This is getting to the point where the only option I have is to ditch the service and go elsewhere as I can't be bothered to engage with them anymore sorting out things that should be a given as part of the service.

Re: Digital Voice migration issue

jac_95 — Thu, 19 Jun 2025 08:42:39 GMT

Hi chamber_boy,

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 migration issue

Kodikid — Thu, 19 Jun 2025 09:16:34 GMT

Since 2019 everyone has had to buy a call package to go with the broadband.

PS good luck trying to get "free" DV calls

Re: Digital Voice migration issue

imjolly — Thu, 19 Jun 2025 09:07:43 GMT

@chamber_boy

is this just a migration from existing phone to digital voice with no change in your existing broadband and phone package including unlimited calls? - no new contract? If so then changing to DV should not change your unlimited calls add-on just that you now need to use the SH2 and digital voice

Re: Digital Voice migration issue

Manatarms84 — Thu, 19 Jun 2025 09:22:57 GMT

The call plan on your phone service whether it's normal phone line or digital voice does not effect your broadband.

If there has been an error and you are put on pay as you go then you would no longer be paying for your call pack as you were previously. If this is the case then either manage your account online or make a 2 minute call for the call pack to be added back on. Annoying? Yes but hardly a major inconvenience

Re: Digital Voice migration issue

iniltous — Thu, 19 Jun 2025 09:34:05 GMT

As stated , migrating to DV doesn’t change anything on your phone service account, no contract extension, no change of call plan , if you were on some sort of legacy plan Evening and Weekends for example that haven’t been sold for years , perhaps that gets you onto PAYG ( the closest equivalent) but to be on a legacy call plan presumably you haven’t renewed in years … if some sort of clerical error (an unusual one at that ) has been made , give them a call or change the calls plan using the on line tools .
If your assertion was correct and if this error wasn’t discovered until a bill that included calls charges that were previously inclusive , then getting a credit would be pretty straightforward and obviously you would not have paid the Inclusive Calls fee for whatever call plan you had ….an inconvenience, Yes , but have a sense of perspective, it’s not exactly the end of the world either

Re: Digital Voice migration issue

Dode — Thu, 19 Jun 2025 11:08:50 GMT

@chamber_boy Don't panic, It said all the same things with me. I let it ride and just kept an eye on it and it all squared up as normal.

Please come back and let us know how it goes, it may help others who are worried.

Re: Digital Voice migration issue

chamber_boy — Thu, 19 Jun 2025 15:58:07 GMT

Thanks for all the replies so far.

Perhaps a little more detail will highlight the issue more clearly.

So as an offer in the past two years to stay with BT I was given a package of Halo 3+ with Wifi extenders and fallback and Unlimited call minutes package..

This show up on my products as Broadband charges and a separate Landline with Unlimited Call plan at £0.

As it stands with the Digital Voice order the land line is now showing up as Pay as you go and the Broadband still the same price.

So far from it not changing the package or price I pay today it is at least on the details I can see.

As to putting it in perspective then it would be nice of BT to say you are losing your calls package and will pay for them in the correspondence so I don't get any surprises and also why should I have to pay an extra amount for the same service.

If I break my BT contract they charge me but it seems if they break it then all is fine to some who have commented here when it clearly isn't.

To add to it my order for an adaptor has failed and is stuck as an open order and just adds to the litany of failed orders and promises I had over the years as every time my package has been changed they have messed it up and I have had to get the high level complaints team involved and at a cost to my time and effort, so excuse me if I sound a little miffed at yet another botched service change.

I'll see how this ends but at this stage my better half is saying ditch the lot and try elsewhere and it is hard to argue against that when yet again the service is lacking.

Re: Digital Voice migration issue

VeteranISPUser — Thu, 19 Jun 2025 16:27:59 GMT

Hi @chamber_boy Another way of looking at it, is you have been lucky to get two years of free calls. Halo 3+ is a cash cow for BT, so hardly a gift. If you are out of the minimum term, I wouldn't hesitate to move providers in which the worst case scenario is BT will offer you a better deal. You should note that all providers now only offer their version of DV, which will be a telephone socket on the Router (no DV phones). It may also be an opportunity to go for broadband only deal, and permanently move your home phone to a VOIP provider giving cheaper calls and maximum flexibility in the future.

Re: Digital Voice migration issue

Jane2018 — Thu, 19 Jun 2025 19:17:07 GMT

This yet another reason I don't want to switch ever to DV. I am not a legacy call plan with free evening and weekend calls (the times of day I never make calls) - same on both my landline/broadband accounts so goodness knows how any switchover would go for me when London is forced into it.

Re: Digital Voice migration issue

licquorice — Thu, 19 Jun 2025 19:37:03 GMT

Yawn

Re: Digital Voice migration issue

chamber_boy — Thu, 19 Jun 2025 21:48:19 GMT

I'm not against the actual move to Digital Voice as I see the need for it and that it makes sense as we get better voice quality and other benefits.

What I'm not happy about is that they say it doesn't impact what you have today and what you pay today will be what you pay after the change as in my case, given the details I can see at the moment, I will lose out as I pay a premium for the broadband part that they offered as a contract and I agreed to on the basis of that offer to stay with them.

I checked earlier today and I can recontract the broadband with no voice for a saving of £6 so even on this I will still be out of pocket as the voice element is usually £3-£5 for pay as you go and then more for the all inclusive: so where is the parity in anything that I am being changed to or offered...

I realise I may be in some sort of edge case scenario but that is not my fault but BT's for not ensuring that that the Digital Voice change doesn't cover my contract type.

Now I know I could call and perhaps get a better deal, or not, but that would lock me in another long term contract and again that is not in the spirit of fairness or indeed how the Digital Voice change is marketed so why should I give BT my custom for another long term when they seem to repeatably break their part of the contract but have held me to it on occasions with threats of financial impacts, hardly seems fair does it.

I have been a customer for many decades but I'm now questioning that loyalty.

Re: Digital Voice migration issue

HHGTTG — Fri, 20 Jun 2025 08:26:10 GMT

@chamber_boy

I had this communication this week but mine is a forced upgrade to FTTP and Digital Voice that is happening throughout the country. See my link to this post https://community.bt.com/t5/BT-Fibre-broadband/Fibre-Broadband-and-DV-again-and-acceptance/td-p/2436280

Re: Digital Voice migration issue

iniltous — Fri, 20 Jun 2025 08:49:08 GMT

Perhaps you can post the entire BT communication you received (redacting any personal information ) that supposedly gives you no choice in taking FTTP , by linking DV to a FTTP installation ( FTTP isn’t necessary to enable a migration to DV )

I’m curious how that will work in cases where FTTP isn’t ’wanted’ , not least in the case of renters that can’t give permission for work on a building they don’t own ,( with any new service the customer is required to get the necessary permission, but these are existing customers ) even something as relatively trivial as new wall block could violate the terms if their rental agreement , let alone excavation where no duct exists in an underground service area.

I suspect there will be a way to refuse the FTTP proposal while still being migrated to DV , but without seeing the actual letter it’s impossible to judge .

Re: Digital Voice migration issue

HHGTTG — Fri, 20 Jun 2025 09:24:53 GMT

@iniltous

II thought that fibre BB was necessary to receive DV usind SH2 via the green socket on the back of it. How can DV come over my existing ADSL system? This is really confusing as we are all told that there's a Fibre rollout throughout the country which will presumably carry DV. The PSTN via copper lines is being phased out isn't it by Jan 2027?

Im confused now. How could DV come by my soon to be obsolete coppers wires?

Re: Digital Voice migration issue

HHGTTG — Fri, 20 Jun 2025 09:54:34 GMT

@iniltous

Here's the first email from BT.

We're upgrading your service

Hello,

Openreach is upgrading your service to Full Fibre Broadband at no extra cost. You'll also move to a Digital Voice home phone service.

This is part of a wider digital broadband switchover happening across the UK.

You'll find all the details about your appointment below.

What is Digital Voice?

Digital Voice is our new home phone service that uses your broadband to make and receive calls. It's a big upgrade to keep everyone connected now and in the future. You'll keep your current phone number, and your contract and broadband plan won't change. The main difference is you'll need to dial the area code for all calls.

Find out more about moving to Digital Voice.

Important - some healthcare devices or medical pendants won't work with Digital Voice
If you have any of these devices, such as something you'd press for help in an emergency, please call us on 0330 1234 150. You'll also need to speak to your equipment provider to check if your device will work when you switch to Digital Voice.

If you have a linked burglar alarm
Please check with your provider that this will still work with Digital Voice.

If there's a power cut
If this happens, you won't be able to make calls, including calls to 999. This is because Digital Voice works by using your broadband, which needs power. The same would happen today if you had a cordless phone plugged into a power socket.

We recommend keeping a fully charged mobile phone handy for emergencies. If you don't have one, are in an area with no mobile signal, or have any additional needs, please call us on 0330 1234 150.

What is Full Fibre?

Full Fibre, also known as FTTP (fibre to the premises), is built on the UK's most reliable broadband technology. It goes up to 25x faster than our standard fibre. There's no copper cable, it's fibre all the way to your home.

Your appointment

Openreach will send you either an email or a text message with more information on your appointment, and you'll have the option to accept, change, or decline it.

Is your hub in an inconvenient location?

With Digital Voice your phone connects to your hub instead of the old wall socket.

If your hub's not near your phone, you can order a free adapter that turns any power socket into an extender.

You can order an adapter online, or text ADAPTER to 61998, and we'll send you one.

Thanks,
BT Customer Support

Any questions? We're here to help.

Call 0330 1234 150

Read our FAQs

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Re: Digital Voice migration issue

WSH — Fri, 20 Jun 2025 09:59:17 GMT

Oh, DV will run quite happily over copper. I'm still on FTTC/VDSL and was moved to DV two years ago, before OR FTTP was available here. It's just that, where possible, they want to do both jobs at the same time.

To be honest, I'm not sure if DV will run over ADSL but I suspect it will. Certainly, the use of copper wires is not an issue.

Re: Digital Voice migration issue

licquorice — Fri, 20 Jun 2025 10:49:13 GMT

I have no idea why folks think FTTP is essential for DV.

DV is just another IP stream, no different to accessing a website. If you have broadband of whatever flavour you can have DV.

Re: Digital Voice migration issue

iniltous — Fri, 20 Jun 2025 11:07:08 GMT

As stated , DV works on all BT broadband, ADSL, VDSL (FTTC) or FTTP, the SH2 is supplied irrespective of the underlying network with a phone socket available so all BT broadband customers can access DV , those that don’t have a SH2 get one as part of the migration to DV .

FWIW , the letter does offer a refusal , although it’s hardly prominently shown , I appreciate that BT and OR want customers off copper and into FTTP where it’s available, hence the implication that taking FTTP at the same time is compulsory, but the FTTP part isn’t , however apart from the example of ‘renter’ I gave , I can’t think why anyone would be vehemently against upgrading, its inevitable in the long run .

Your appointment
Openreach will send you either an email or a text message with more information on your appointment, and you'll have the option to accept, change, or decline it.

TBH , I’m a little surprised that knowing DV works on any BT broadband was unknown to @HHGTTG given their participation in this forum , the Openreach products are SoGEA and SoADSL , that’s broadband without PSTN telephone, SoADSL pretty self explanatory and SoGEA being FTTC , once converted to these products should telephony be needed it has to be IP telephony, in BT’s case that’s BT DV .

Re: Digital Voice migration issue

HHGTTG — Fri, 20 Jun 2025 11:27:31 GMT

@iniltous

DSo I should now phone BT and cancel the Fibre upgrade component and just ask for the. DV changeover to be carried out on the 14th July knowing that my ADSL BB will be available way beyond Jan, 2027?