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Digital Voice Migration Issue

Magic_Torch — Tue, 30 May 2023 07:39:29 GMT

Hoping someone can point me in the right direction. I decided to upgrade to full fibre and was informed that I would also be moved to digital voice. Tried to avoid to be honest but was told that I had to. Engineer came to connect full fibre and found an issue with getting the cable to my house so OpenReach had to do some digging but eventually the engineer came and installed it, removing the copper cabling so no phone line. Plugged phone into router - nothing. Engineer said to give until tomorrow. Tomorrow comes and nothing. I should point out, I had no communication with BT about handsets, adapaters or anyhting else to do with digital voice - other than confirmation of my order at the time and an email to tell me what the engineer was coming to do.

I have now spoken to several people at BT. My original order it turns out was part cancelled - the digital voice part. No explanation, no communication. The engineer didn't know that otherwise I assume he would not have removed the copper line. I had to reorder digital voice and fight them to keep my number which I thought I'd won - not sure now. Was offered 2 free handsets.

Line wasn't active 2 days later (when it should have been). Spoke to them again. My open order for digital voice was closed over the weekend but the line still doesn't work, If you call it you get a continuous tone.

No handsets (despite getting a text that the order had been passed to the warehouse) and there is no order in my account but I did get an adapter I didn't ask for and there is an order for that in my account. My router still says digital voice is not configured.

I am starting to lose my patience. Everyone is super helpful and apologetic and promises to do something but it is now a week and I still don't have a line.

Any suggestions on who I need to get hold of to get this sorted once and for all.

Re: Digital Voice Migration Issue

jac_95 — Tue, 30 May 2023 07:42:06 GMT

Hi Magic_Torch,

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 Migration Issue

TimCurtis — Tue, 30 May 2023 08:05:41 GMT

@Magic_Torch

You might have to restart the SmartHub to get DV activated , I think that's what worked for me.

Re: Digital Voice Migration Issue

imjolly — Tue, 30 May 2023 08:10:12 GMT

phone FTTP TEAM 08005874787 and they should be able to help

if you get diverted to CS as busy then hang up and try again bit later

Re: Digital Voice Migration Issue

Magic_Torch — Wed, 31 May 2023 12:22:26 GMT

Thanks for suggestion. I've tried that a couple of times but hub still says not configured.

Will try the number suggested

Thanks