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Phone service has been cancelled

Suzanne31 — Sat, 17 Jan 2026 21:13:24 GMT

I moved broadband to BT but already had home phone with BT. Agreed an order which included re-grading the phone however the order was cancelled by BT 3 times and on the last order they did not include the landline at all. I was told by customer services that this was due to the installation of digital line and once broadband was installed a new order would be issued for the digital phone line with no loss of service and transfer of old phone number. Broadband installed 3 days ago and now no land line.

Re: Phone service has been cancelled

Kimberlin — Sat, 17 Jan 2026 21:23:51 GMT

@Suzanne31

What are you actually asking? This is a customer to customer forum. There are no BT employees here except for Moderators who don’t have access to customer accounts. You’d have to call BT Customer Support to assist you.

Re: Phone service has been cancelled

Suzanne31 — Sat, 17 Jan 2026 21:30:49 GMT

Is this correct? Have others had similar issues?

Re: Phone service has been cancelled

gg30340 — Sat, 17 Jan 2026 22:28:39 GMT

This is assuming that Digital Voice is available where you live.

Do you have a BTID and access to your account in MyBT?

What is a BT ID and how can I get one? | BT Help

If you have not set up a BTID you will need to do that so that you can access your MyBT,

Once you have accessed your MyBT go to "Track Your Order". It will open a page where you can view your full order and the status of the order.

If you have ordered Digital Voice it will show in the order and the status of that part of the installation.

If you ordered Broadband with Landline DV the installation should all happen automatically without you having to order it separately.

If your order is not showing Broadband with Digital Voice landline you will need to contact BT 0330.1234.150 to find out what has happened.

If Digital Voice is not presently available where you live BT will contact you when it does become available and arrange for its installation.