This topic

Digital voice order, can we cancel ?

Stanlee59 — Thu, 05 Feb 2026 08:43:23 GMT

Bit of background, Mum has moved into care so we are looking at her utilities.

Her BT charge is currently 0ver £90 a month so I logged into her account (we have POA) and was unable to look or change anything as there was a outstanding order.

Got through to cistomer services and after a long frustrating call was told we wouldn't be able to change anyting or move provider (we are out of contract) until the DV order was completed.

This is all very frustating and we will incur the same £90 direct debit until the ordr is complete.

There is a month wait until the next appointment and means a lengthy commute to be able to attend an all morning or afternoon slot. Even then we will be tied to BT until we get another provider sorted.

We no longer the landline byt would keep the minimum BB package.

Is there anything we can do ?

Re: Digital voice order, can we cancel ?

gg30340 — Thu, 05 Feb 2026 09:22:54 GMT

The customer service department should be able to cancel the Digital Voice order. It may mean that you will lose the landline altogether but you should be able to keep your broadband.

Give them another call and insist that it is cancelled. If they will not do send an email to the BT CEO, you will get her email address with an Internet search, asking why this can not be done. She will not get the email but her Executive Team will and hopefully they will be able to resolve the issue.

Re: Digital voice order, can we cancel ?

licquorice — Thu, 05 Feb 2026 09:53:54 GMT

Bear in mind removing the Digital Voice component will only reduce the bill by £3/m.

£90/m seems very excessive for broadband and landline

Re: Digital voice order, can we cancel ?

Stanlee59 — Thu, 05 Feb 2026 11:24:35 GMT

I was on the phone to customer services yesterday, they were saying there was nothing they could do, next available appointment is 27th Feb.

Re: Digital voice order, can we cancel ?

Stanlee59 — Thu, 05 Feb 2026 11:25:46 GMT

The online account was locked soI cant see how that breaks down, but it is excessive

Re: Digital voice order, can we cancel ?

Stanlee59 — Thu, 05 Feb 2026 11:43:19 GMT

Fibre 1 with halo, £68.22/month

Unlimited mins and addon, £21.88

Rip off considering after DV they are offering £24.99

Re: Digital voice order, can we cancel ?

licquorice — Thu, 05 Feb 2026 11:50:24 GMT

You can remove the unlimited minutes yourself in MyBT, change the plan to PAYG.

Re: Digital voice order, can we cancel ?

Stanlee59 — Thu, 05 Feb 2026 11:53:36 GMT

locked

Sorry we cant show your landline details at the moment

We’re just updating your details following your recent order, so please come back later.

Re: Digital voice order, can we cancel ?

Ritu_D — Thu, 05 Feb 2026 12:19:09 GMT

Hi @Stanlee59

Thanks for reaching out here on the community.
I appreciate you have already spoken with our team about this, but I'd recommend giving this another try as it's absolutely something our Guides should be able to help with.
Alternatively like @gg30340 mentioned, you can raise this directly with our dedicated complaints team, who will be able to review the full details of your case and ensure you get things resolved.

You can find the full details of our complaints process here:

Our complaints code of practice
Thanks
Ritu

Re: Digital voice order, can we cancel ?

imjolly — Thu, 05 Feb 2026 13:34:06 GMT

@Stanlee59

I see you have POA but have you actually registered that with BT to enable you to make changes?

Re: Digital voice order, can we cancel ?

chrisjp — Thu, 05 Feb 2026 17:50:34 GMT

BT (and probably EE) is probably the only business that doesn't allow any further orders to be made when an existing order is still outstanding.
I cannot understand why they do this.
Imagine a retail business refusing an order for something new because an existing order was waiting for supply of the item.
They of course wouldn't do this, so why does BT do it?

Re: Digital voice order, can we cancel ?

Stanlee59 — Fri, 06 Feb 2026 14:01:55 GMT

Just checked the email account and they are delivering the equipment to the property in advance of the installation, even though I told them it was unoccupied.

does this mean we are liable if the equipment goes missing ?

does the installation trigger a new contract starting, even though I stated we were looking into leaving ?

Re: Digital voice order, can we cancel ?

iniltous — Fri, 06 Feb 2026 16:27:59 GMT

There is no other business that is set up the way Ofcom has set up the way Openreach has to interact with BT /EE and any other provider that consumes Openreach products…imagine if it were possible for a customer to order Sky (for example) and also order from Vodafone for the same address , what order takes precedence ? , there are valid reasons why only one order can exist at a time on the common ordering portal.

Re: Digital voice order, can we cancel ?

WSH — Fri, 06 Feb 2026 16:44:18 GMT

Re: equipment delivery.

I’m going back ten years now, but the last time I was in that situation they dropped it off at the local post office.

Re: Digital voice order, can we cancel ?

gg30340 — Fri, 06 Feb 2026 16:56:35 GMT

If the item is left on the door step and gets stolen that is not your problem. It is still the property of the sender until it is properly delivered so it BT's problem not yours.

The item has in the eyes of the law not been delivered until it is either given to the occupier of the address or is put through the letterbox or if you have given them permission to leave the item at what you have designated a "safe place" and it was left there.

Re: Digital voice order, can we cancel ?

chrisjp — Fri, 06 Feb 2026 23:05:13 GMT

"there are valid reasons why only one order can exist at a time on the common ordering portal. "

Do BT, Sky, Vodafone etc really all use a common ordering portal? I didn't know that.