This topic

BT seems unable to cancel Digital Voice order

danjen — Thu, 26 Jun 2025 17:25:42 GMT

I am out of contract, paying far too much and wish to cancel my very expensive TNT Sport. However, BT have told me that I can make no changes to my service while my (their) order for Digital Voice is open.

I do not wish to convert to DV until I am on my new service - possibly EE - because I may not even stay with BT.

I have rung BT 6 times. On 4 separate occasions, the "guide" has told me that they will cancel the DV order (2 of them claimed they had done it actually during the call) and I would get an email or a callback to confirm.

They have not cancelled the order; I cannot cancel the order online - the DV order is still open after 3 weeks of trying.

This is ridiculous, after 26 years as a BT Broadband customer I feel very poorly treated. How can I get this sorted?

Re: BT seems unable to cancel Digital Voice order

jac_95 — Thu, 26 Jun 2025 17:28:08 GMT

Hi danjen,

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: BT seems unable to cancel Digital Voice order

Kodikid — Thu, 26 Jun 2025 18:12:21 GMT

In BT land if there's a sniff of an order then literally everything stops. Until the order is completed it's literally impossible to change anything. It's the classic "computer says no".

Also has anyone else noticed front line call centre staff are completely powerless/usless in the decision making process

Re: BT seems unable to cancel Digital Voice order

gg30340 — Thu, 26 Jun 2025 20:58:49 GMT

I have notified the moderators of the forum about your problem. They do not have account access so may be of little use but they should be able to point you in the right direction in order to get a) your DV order cancelled and b) your expensive TNT Sports package cancelled.

If the can help they will let you know on this thread.

Re: BT seems unable to cancel Digital Voice order

Christopher_G — Fri, 27 Jun 2025 07:33:08 GMT

Hi @danjen

Welcome to the community.

It sounds like the open order is blocking anything from completing on your account. The only way to resolve this is through our Customer Support team.

If you're not happy with the way things are progressing through that route, I suggest following our complaints code of practice.

Chris

Re: BT seems unable to cancel Digital Voice order

danjen — Fri, 27 Jun 2025 08:46:48 GMT

Thank you that is most kind

Re: BT seems unable to cancel Digital Voice order

danjen — Fri, 27 Jun 2025 09:44:15 GMT

Called BT again - 7th time. The guide was very polite and apologetic but informed me that 2nd line support had already looked at this more than once and had been told on 25/06 it would take a month for the order to be resolved. So there was nothing more they could do: I should let the DV order go through on 17/07, then re-contract if I wish and lodge a complaint to receive compensation for the time that I could not re-contract to reduce my bill and have been stuck with services that I no longer required (to say nothing of the time and effort wasted trying to get this resolved).

I might keep this thread open to post what actually happens...

Re: BT seems unable to cancel Digital Voice order

Kodikid — Fri, 27 Jun 2025 10:37:13 GMT

What actually happens....from my experience I could take a wild guess

Re: BT seems unable to cancel Digital Voice order

rogerreed — Fri, 27 Jun 2025 11:30:39 GMT

Had the exact same issue BT kept saying the DV order was cancelled but it never actually was. Took me contacting them via the complaints form on their website to finally get someone senior to sort it. I'd suggest raising a formal complaint and asking for it to be escalated seems to be the only way they take it seriously. Good luck!

Re: BT seems unable to cancel Digital Voice order

danjen — Fri, 18 Jul 2025 16:44:03 GMT

It came as no surprise to me when the DV migration yesterday failed - outgoing calls OK, incoming calls not. So I am now totally in limbo - cannot change any services while the order is active, order has failed, but 4 attempts to cancel the order so far have also failed. After a few futile attempts, I eventually managed to speak to a human being in BT Connections, and after 53 minutes on the phone trying to fix it himself, ask his supervisor, contact Openreach etc he decided to raise an IT case which he is confident (I'm not) will be resolved by July 28th, whereupon I can try again ha ha. Why has no-one raised an IT ticket before, you ask? Maybe they have, says my wife! Time to cut my losses and run (from BT)? Watch this space.

Re: BT seems unable to cancel Digital Voice order

Kimberlin — Sat, 19 Jul 2025 06:02:53 GMT

What a bizarre and utterly ridiculous situation you find yourself in! I hope it gets resolved quickly to your satisfaction. Seems worthy of a BBC Watchdog story! 😂

Re: BT seems unable to cancel Digital Voice order

danjen — Fri, 08 Aug 2025 12:17:57 GMT

Unsurprisingly, the IT Ticket did not work and I did not get the promised callback. Eventually, after another 3 calls, I managed to get someone to cancel my TNT subscription and to refund 2 months of this cost. The DV order actually had been cancelled but still appeared on the BT systems until the end of July, when (more fool I) I decided to re-contract and move to EE at a lower cost. The guide never actually placed the order so I had to ring twice more to get the move ordered - incredible! I received my new hub (again) and installed it; however on the promised date of Aug 7 the EE move and DV was not activated. Today Aug 8 my service showed activation date had changed overnight to Aug 11, part of my order had been cancelled and they would be in touch (they weren't) and hub yet to be sent - well it's here in front of me. So I rang and complained. After investigation they rang back to say that there had been a problem - I am still on BT not EE and my new activation date for the move to EE and DV is Aug 22 when an engineer will attend. I have absolutely no confidence - looks like I'm back in the same loop as before. 15 phone calls with BT. Complaint to be raised. Leaving BT almost certain now.

Re: BT seems unable to cancel Digital Voice order

Kimberlin — Fri, 08 Aug 2025 13:33:10 GMT

@danjen

You have far more patience than I. I reward poor service, no service, failure to honour promises and ludicrous prices, by switching. I hope you get it sorted soon.