This topic

Account closed during Digital Voice switchover

simonwxm — Fri, 24 Oct 2025 15:02:53 GMT

My dad had been receiving numerous letter regarding the digital voice switchover and asked me to assist him with it. I followed the instructions on one of the letters and booked a date plus an engineer visit.

His new router arrived in plenty of time and the engineer came out yesterday and hooked it up. The internet is working fine but there is no dial tone on the phone. The engineer told me that I needed to phone BT to see why digital voice hadn’t been activated and then left. And that’s when the fun started.

I’ve made numerous calls to BT and used their chat function. For the first ten minutes of every call they can’t seem to find his account. They then find it and say it has been closed. When I point out that his internet was working they come to the conclusion that there must be another account but search for one and can’t find it.

They then go through the rigmarole of insisting that we must have switched broadband providers, which we absolutely have not. I point out that it is a massive coincidence that the date the account was closed is that date it should have been moved to digital voice. They said they sent an email out saying the account would be closed but it was sent to my mother who has been dead for six years.

I’ve been told that I need to speak to the orders team to reactivate the account but, again, they insist it has been transferred to another provider. They don’t see able to explain why a BT hub has just been sent out and a BT engineer came to fit it yesterday.

So at the moment, my elderly father has internet but no home phone, which is a big problem for him. I get no help whatsoever from BT and they are determined to blame him for a situation they have caused.

I would be most grateful if anyone could suggest what to do to get his phone working again. I’ve hit a brick wall.

Re: Account closed during Digital Voice switchover

Katie_B — Fri, 24 Oct 2025 15:42:35 GMT

Good afternoon @simonwxm.

Thanks for coming here.

I am sorry to hear about your recent experience when switching your father over to Digital Voice and concerned to hear that he currently has no landline. This is something I really want to see if I can help with.

When you have a moment please check your community inbox.

Katie

Re: Account closed during Digital Voice switchover

simonwxm — Fri, 24 Oct 2025 15:50:52 GMT

How do I do that. I can’t see an inbox anywhere

Re: Account closed during Digital Voice switchover

Katie_B — Fri, 24 Oct 2025 16:08:32 GMT

Hi @simonwxm.

I am having problems sending the private message.

Can you please check in your community profile settings that you have private messages enabled?

This setting can be found by following these steps:

My settings > Preferences > Private Messenger > Ensure Turn on Private Messages is ticked.

Katie

Re: Account closed during Digital Voice switchover

simonwxm — Fri, 24 Oct 2025 16:08:35 GMT

That menu does not exists.

Re: Account closed during Digital Voice switchover

Katie_B — Fri, 24 Oct 2025 16:09:34 GMT

Hi @simonwxm.

Have you clicked on your profile picture in the top right corner of the community?

The drop down for My Settings should be there.

Katie

Re: Account closed during Digital Voice switchover

simonwxm — Fri, 24 Oct 2025 16:11:29 GMT

There is an option for My Settings and I’ve been through all the options under that and there is nothing about Private Messages.

This is yet another dead end.

Re: Account closed during Digital Voice switchover

Katie_B — Fri, 24 Oct 2025 16:20:19 GMT

Hi @simonwxm.

Please be assured we are looking into this so we can get the private message to you.

Do you see this drop down for preferences?

Speak soon,

Katie

Re: Account closed during Digital Voice switchover

simonwxm — Fri, 24 Oct 2025 16:25:06 GMT

Re: Account closed during Digital Voice switchover

Katie_B — Fri, 24 Oct 2025 16:30:21 GMT

Hi @simonwxm.

I have now been able to successfully send the private message.

Please check your inbox when you have a moment.

Katie

Re: Account closed during Digital Voice switchover

simonwxm — Sat, 25 Oct 2025 10:39:44 GMT

Update:

I’ve had a call from BT this morning and they are going to send an engineer out early next week to set up a new phone line. They’ve said it will be a temporary number but they should be able to give him his old number back after that.

We’re not sorted yet but we’ve got further than we were yesterday which was basically “computer says no”.

Please keep your fingers crossed for a resolution early next week!

Re: Account closed during Digital Voice switchover

Christopher_G — Sat, 25 Oct 2025 14:13:05 GMT

Thanks for coming back to update us, @simonwxm.

I hope it's all sorted soon. Let us know how it goes with the engineer please.

Chris