This topic

Cancel digital voice

Lj007 — Tue, 25 Jul 2023 20:22:02 GMT

I've found the digital voice service is no longer used so called to cancel it. I was told it would also cancel my broadband service. I'm on fttp and thought the digital voice service was just an add on that could be cancelled during the broadband contract if no longer needed. I have the unlimited minutes calling plan.

Re: Cancel digital voice

jac_95 — Tue, 25 Jul 2023 20:22:06 GMT

Hi Lj007,

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: Cancel digital voice

gg30340 — Tue, 25 Jul 2023 20:30:32 GMT

Apparently you can not cancel Digital Voice without cancelling your present Broadband package as it forms part of your contract but you should be able to change your calling plan to Pay As You Go which should be a saving on your call package.

When you come to renew your Broadband and assuming you stay with BT you can then change it to a Broadband Only package.

What are the BT Calling Plans and how can I change to a new one? | BT Help

Re: Cancel digital voice

Keith_Beddoe — Tue, 25 Jul 2023 20:31:16 GMT

@Lj007

Welcome to this user forum for BT Retail phone and broadband customers.

Its not an add on, if forms part of your original contract.

When your contract expires you should be able to start a new contract, but without Digital Voice. This would be a broadband only one.

Meanwhile you can change your calling plan to remove the anytime calls and revert to PAYG.

Re: Cancel digital voice

imjolly — Tue, 25 Jul 2023 20:33:07 GMT

Your package is broadband with phone and the call package is the add-on. Cancelling the ability to make/receive calls will terminate your broadband contract and incur cancellation charges

You can move your add-on of 700 minutes to PAYG

Re: Cancel digital voice

DanielS — Wed, 26 Jul 2023 07:58:10 GMT

Hi @Lj007,

I'd like to look into this for you and help guide you to the best option for you.

I'm going to send you a private message that you can reply back to my team on.

Thank you

DanielS

Re: Cancel digital voice

PB45 — Sat, 30 Mar 2024 09:25:14 GMT

March 2024. I have been assured by "my guide" that BT, aka EE, no longer provide ANY call packages. Hence when my existing contract expires, I will have no option other than to use PAYG, with its exorbitant call charges of some 28p per minute. Having to wait for tens of minutes waiting in a call queue for so many numbers, doctors for example, as a pensioner, I am effectively being FORCED to pay for a mobile phone on top of my Broadband. How is this "progress" for the older generation?

Re: Cancel digital voice

Anonymous — Sat, 30 Mar 2024 10:04:03 GMT

@PB45

Sounds like you were selected to be connected to "Idiot of the day". Although there are apparently now only two options of PAYG or Unlimited.

Just for info, you can buy a mobile phone from a little over a tenner & a SIM with unlimited minutes would be less than half of monthly cost of the BT Unlimited calls package.

Re: Cancel digital voice

PB45 — Sun, 31 Mar 2024 14:47:03 GMT

Thanks for your suggestion, but as all of us would have to go down that route, sadly it isn't really practical. Before we were forced to go over to FTTP over two years ago by BT, and could no longer use all of our phone sockets throughout the house without having to provide a mains socket as well, our landline has really become a sore point. Only this last week we couldn't dial 105 to report a power cut, because despite earlier promises when we were told that we HAD to change to FTTP, BT refused to provide a backup battery. Previously, using copper, we were quite happy with our 12Mbs Internet, and being able to pick up a phone in most rooms, and enjoy our 700 minutes of paid calls.

In defence of our BT/EE "Guide", I spoke to not one but two, very pleasant, young ladies in a South Wales call centre. They really were trying to help, but just couldn't find any mention of the "Personalised special offer" that I had received a link to in an email from BT. I would have loved to be able to send them a screenshot of what I had in front of me, but supposedly that was not possible.

Re: Cancel digital voice

HHGTTG — Sun, 31 Mar 2024 15:08:34 GMT

I wish people would stop getting rid of their landline phones as they give much better call connection quality than mobile phones. The latter often have flaky connections and come and go due to poor reception and signal strength. I use one regularly to phone other people but their signal waxes and wanes so give up and call them on my landline where the same thing happens so mobile technology is certainly not perfect. Useful yes, but that's about all.

Re: Cancel digital voice

iniltous — Sun, 31 Mar 2024 15:17:46 GMT

No one has been ‘forced’ onto FTTP , anyone can continue on their copper pair service, even if FTTP becomes available, if that’s their choice , but it would have to be by remaining on their existing ‘deal’ , which eventually would result in them moving onto the ‘out of contract’ tariff, at an increased cost , customers pay less if they are inside a minimum term contract , so it’s a choice .

There hasn’t been a single case of a consumer physically held down while FTTP was installed against their will , no Openreach tech or contract has ever broken into an address and fitted FTTP , however , if that customer changes provider starting a new contract with them , or renews their contract with their existing ISP , that comes with an obligation to move onto FTTP if FTTP is available , if a existing customer don’t want that obligation , it’s simple, don’t change ISP or renew with the existing ISP .

As FTTP is available and you are on it , you were not forced , in all likelihood you took the opportunity to take a cheaper deal , rather than allowing your contract to become unnecessarily expensive compared to the inside a minimum term price .

The migration to DV is not the same , but even that has exemptions for some

Re: Cancel digital voice

licquorice — Sun, 31 Mar 2024 15:27:00 GMT

There is absolutely no reason why you couldn't have continued to use your existing phone sockets. You simply needed to have connected the green socket at the rear of the hub to the master socket that previously supplied your service with a double ended phone cord. All your sockets would then work as before.

Re: Cancel digital voice

HHGTTG — Sun, 31 Mar 2024 16:41:56 GMT

I see that, sort of but having plugged it into the master socket how do you then get outlets to existing phones as presumably you've already plugged it into the only BT phone socket on the master socket.Do you use some sort of multi adapter I'm probably going round in circles here.

Re: Cancel digital voice

licquorice — Sun, 31 Mar 2024 17:19:41 GMT

Yes, just use a doubler if you want a phone in the same socket that you connect the hub to.

Re: Cancel digital voice

PB45 — Sun, 31 Mar 2024 17:59:24 GMT

I am afraid that I have to disagree. It was only when I tried to continue my EXISTING contract with BT, which was for copper broadband plus 700 minutes call allowance, that I hit a brickwall. I tried three times, speaking to a different handler each time, and same answer. I eventually called the "I want to leave BT" number. I got exactly the same answer. Copper was being discontinued. No matter which company I chose to go to they would have no option other than to offer me fibre for my line. In the end, as a "goodwill gesture", they would upgrade me to FTTP, which would be faster, and "far better voice quality" at the price that I was paying, already. I would also have the choice of an advanced hands free phone, OR one mains powered adaptor. I initially refused because being a vulnerable customer, I wanted the reliability of copper for emergency services. Finally I got an assurance that my package would include a battery back up. So, I gave in, and stayed with BT. of course I didn't get the promised battery backup, and the OpenReach installer assured me that I couldn't use the phone socket on the hub to feed more than ONE existing 'phone. For the record, the OpenReach engineer made such an appalling job of the FTTP installation, that my complaint was investigated and upheld and a suitable reward was duly accepted.

To add insult to injury, neither of my neighbours had to lose their copper lines, although they BOTH CHOSE to leave BT a couple of years later when they realised how much they were being charged for simple local alls.

Re: Cancel digital voice

Keith_Beddoe — Sun, 31 Mar 2024 18:18:14 GMT

@PB45

There was no need to have contacted BT at all, your existing contract would have simply continued on a rolling monthly basis. You may have lost any existing discount, but you would have kept what you already have, and would be out of contract, should you ever decide to leave without penalty in future.

Re: Cancel digital voice

PB45 — Sun, 31 Mar 2024 20:29:14 GMT

Really? Can I still do that when my current contract ends in August? I have 150Mbs broadband and 700 minutes free phone, which I was trying to stay with, but waw told that I can't.

Re: Cancel digital voice

Keith_Beddoe — Sun, 31 Mar 2024 20:42:57 GMT

@PB45

Of course you can, you are under no obligation to enter into a new contract which would tie you into another 24 month agreement, which is going to put you at a disadvantage.

BT will not disconnect you when your contract ends, all they will do is to try and persuade you to start a new contract by offering you a discount, but you would lose what you have already as the call package is no longer available to new and renewing customers.

The out of contract price is likely to be slightly more, as you would lose any initial discount which was offered when your contract started, but you will keep your call package.

Simply ignore any offers to renew, in fact there is no need to speak to them at all. You always have the option to change your mind, or even move provider if it suits you better.

Re: Cancel digital voice

Keith_Beddoe — Sun, 31 Mar 2024 20:51:37 GMT

I have been out of contract for years now, and get free weekend calls, not that I actually make any these days. I am on a 9Mbs ADSL service which provides a stable connection over old 1980s buried cables which would be unstable at any higher frequencies.

I have a Three 4G mobile PAYG BB connection which I can switch to if I need a faster connection, this also provides backup if needed.

Re: Cancel digital voice

PB45 — Sun, 31 Mar 2024 21:08:04 GMT

Thank you so much for all your help. I will of course let every one know what happens in August.