This topic

Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 13:54:48 GMT

We switched to BT for broadband and digital voice from 14th March, well before our existing package (including analogue phone line) terminates on 30th March. Digital voice didn’t start on 14th, nor on the revised date we were given (23rd) and we’re now pushed out to 12th April - two weeks after our analogue service ends! No one in BT can tell me why the delay nor can I trust that it will happen even on 12th April.

Putting aside my annoyance with BT for leaving us up the creek without a paddle I’d love to understand why on earth it’s so difficult starting this service up or indeed whether there’s any alternative service we could initiate before the end of March.

Re: Digital voice ‘service’

jac_95 — Fri, 24 Mar 2023 14:02:06 GMT

Hi Peterlbennett,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Digital voice ‘service’

imjolly — Fri, 24 Mar 2023 14:13:40 GMT

there is no alternative service from BT apart DV.

as you appear to be moving from another ISP are you trying to port your existing number? if so was existing number originally issued by BT or another provider?

Re: Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 14:32:36 GMT

I think our number was originally issued by BT. Does this make a difference? I’ve read that it could be difficult to port a number if you try to do so after your service has terminated. My main concern is understanding why the delays are happening - communication with your Facebook colleagues refers to ‘closing the order’ which sounds more like an admin than a technical issue!

Re: Digital voice ‘service’

Keith_Beddoe — Fri, 24 Mar 2023 14:36:54 GMT

@Peterlbennett

This is just a customer to customer help forum, everyone here, including myself, are just customers.
The only BT Employees are the forum moderators.

The problem is that BT are closing the old PSTN network and new customers are being transferred onto BT Digital Voice and will be given a new phone number.

There is a maximum 28 day window when exiting PSTN connection can be migrated onto BT Digital Voice, before all of the existing PSTN routing is deleted.

Re: Digital voice ‘service’

imjolly — Fri, 24 Mar 2023 14:37:54 GMT

porting your number when moving ISP is not guaranteed to work as problems do occur. can you remember if number was originally issued to you by BT? who is your previous ISP? did you switch to them from another ISP and port your number?

it may make a difference in ability to keep number depending on original issuer of number

Re: Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 14:56:13 GMT

BT originally issued the number. It was transferred to Sky and then to Utility Warehouse who will be terminating their service in a week.

Even now your response is helpful because we hadn’t been told before that porting our number might be problematic!

Re: Digital voice ‘service’

imjolly — Fri, 24 Mar 2023 15:02:29 GMT

there are numerous post on the forum of customers porting their number and having problems and this seems to happen more often on transfers from SKY. I am surprised you managed to port from BT to UW and then to SKY

Re: Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 15:05:18 GMT

Thanks - I’m new here and thought distinguished sage was a BT moniker!

Re: Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 15:07:28 GMT

Sorry - the other way round - BT to Sky then Sky to Utility Warehouse…if that makes a difference. Either way I now understand why there might be delays is starting our BT service!

Re: Digital voice ‘service’

garybs29 — Fri, 24 Mar 2023 15:45:48 GMT

To clarify something you said, is there a stop order on the number as you said it's due to stop next week? If there is may I advise to cancel the stop order & let the takeover do what it does

Re: Digital voice ‘service’

Peterlbennett — Fri, 24 Mar 2023 16:01:18 GMT

Sorry - may have used the wrong terminology - we simply gave our ISP 30 days’ notice that we were terminating our contract for broadband and phone service. No mention of giving up our phone number which we’ve had for 36 years….

Re: Digital voice ‘service’

Keith_Beddoe — Fri, 24 Mar 2023 16:09:13 GMT

@Peterlbennett

That is the cause of your problems.

You do not contact your old ISP, that is the responsibility of your new ISP who will contact them to say they are taking over your line and your phone number.

The way you have done it has resulted in a pending cease on your line, so until that has fully completed, nothing is going to happen, and its likely you have lost your phone number.

Re: Digital voice ‘service’

garybs29 — Fri, 24 Mar 2023 16:11:44 GMT

I assume you didn't do a working line takeover then as your new service is active? Just thought i'd check as if the number is cancelled by your current supplier it'll go back to whoever supplied it originally. Like has been said previously number porting can't be guaranteed though