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Broadband & Phone

Drive_Easy — Thu, 03 Sep 2026 03:24:19 GMT

I am a vulnerable customer whose service was migrated to Digital Voice starting August 28th. First the broadband, which worked OK, and then the phone line which was migrated a couple of days ago. That worked OK yesterday. This morning at 03.21am my broadband crashed, though I have so far got it working again by restarting the router, but the phone line has an engaged tone and then a message saying that they are sorry the line isn't working.

I don't know who to turn to as my severe mental health problems - including cognitive impairment - make it impossible for me to talk to people on the phone. I can only use email and web chat which has proved to be completely useless.

Re: Broadband & Phone

Drive_Easy — Thu, 03 Sep 2026 03:51:48 GMT

An update: I have restarted my router from the mains but the phone is still broken. It plays an automated message saying 'we are sorry your phone isn't working' followed by a continuous engaged tone. I am a disabled customer and do not have a mobile phone. I am completely isolated without a working landline. Could a moderator please look at my account urgently to push a profile re-sync or force-complete my stuck migration order?

Re: Broadband & Phone

Ali_A — Thu, 03 Sep 2026 07:25:27 GMT

Hi @Drive_Easy

Sorry to hear you're facing an issue with your home telephone service.

I'd like to see if I can get you some help with this. I'll send you a private message for more information. Can you have a look and get back to me when you can. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

In the mean time you can also report your issue at Report and track your BT problem. Our troubleshooter will run tests to identify the cause of the problem and explain how to fix it. If the problem can’t be fixed online you'll be able to arrange an engineer visit.

Thanks

Ali