This topic

Digital voice switchover landline disconnected

WeeMaryC — Tue, 04 Nov 2025 22:29:05 GMT

Hi,

I have been trying since September to get a cheaper tariff for a vulnerable senior citizens landline. I was told we would need to take broadband package to get digital voice.

BT keep cancelling the order and have now sent out 3 routers all at different prices. £10, zero charge and the latest is £59!! All 3 are BT hub 2. (Which I was told was free of charge)

I have spent hours on the phone each week and am getting nowhere. The service was to be connected yesterday and the latest message from BT has said the order has been cancelled again due to technical issues on their side.

I am at my wits end. I have a vulnerable elderly relative, who lives alone with no way to contact anyone. Her landline has been cut off. Can someone please advise on what to do next. I keep getting put through to different people every time and nobody follows through to the end.

I just need digital voice no broadband. Just a phone to use for emergencies and to connect with family/healthcare services. They are not capable of using a mobile phone.

Surely there must be a way to sort this mess.

Re: Digital voice switchover landline disconnected

imjolly — Tue, 04 Nov 2025 22:54:00 GMT

Try contacting the consumer resolutions team using the email in this

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf

Re: Digital voice switchover landline disconnected

WeeMaryC — Tue, 04 Nov 2025 23:09:07 GMT

Thank you

Re: Digital voice switchover landline disconnected

Leanne_T — Wed, 05 Nov 2025 09:09:45 GMT

Hi @WeeMaryC

I'm really sorry this has happened and would love to get you some help with your relatives landline.

To do this, I've sent you a private message to get some extra details and arrange one of our executive complaints guides to get in touch.

Leanne.

Re: Digital voice switchover landline disconnected

WeeMaryC — Thu, 06 Nov 2025 21:57:48 GMT

Do you work for BT

Re: Digital voice switchover landline disconnected

licquorice — Thu, 06 Nov 2025 22:10:34 GMT

Yes, she does.

Re: Digital voice switchover landline disconnected

Leanne_T — Fri, 07 Nov 2025 08:20:59 GMT

Morning @WeeMaryC

As @licquorice has advised, I do work for BT and details can be found in the Who’s who in the BT community - BT Community. It's always best to check and stay safe online 🙂

If you do still need help, please reply to my private message.

Thanks very much.

Leanne.