This topic

Broadband upgrade

sohouk — Fri, 24 Nov 2023 22:13:26 GMT

For the last few weeks I've been getting text and email messages about broadband and voice changes (sample below)
However, I have no idea what this is and to what line I have it relates to ( I have a few in different places) nor have I received anything .
Is there any contact via email that can be used to find out what this is as the messages give no clue about anything (no names or account numbers).
I cannot find any email address.
thanks,

Trevor

Re: Broadband upgrade

licquorice — Fri, 24 Nov 2023 22:28:02 GMT

You would appear to have been moved to Digital Voice, information can be found here https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-FAQs/td-p/2207485

Re: Broadband upgrade

Keith_Beddoe — Sat, 25 Nov 2023 07:07:01 GMT

@sohouk

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150, and they may be able to identify which line it relates to.

Wherever it is, a BT Smart Hub 2 would have been delivered and any existing phone service would need to be moved over to it.

Re: Broadband upgrade

sohouk — Sun, 26 Nov 2023 20:04:29 GMT

Thanks for that link. That would seem to be the thing they are talking about.
Not too sure if I need to do anything but will see if any contact email comes up in this forum.

Re: Broadband upgrade

-Richie- — Sun, 26 Nov 2023 20:06:06 GMT

@sohoukwrote:
Not too sure if I need to do anything but will see if any contact email comes up in this forum.

Have you connected the Smart Hub 2? otherwise you'll have no phone service
The message states connect the hub

Re: Broadband upgrade

sohouk — Sun, 26 Nov 2023 20:10:20 GMT

Thanks for the response. I do realize this is largely customers sharing this forum and its a shame that BT direct people here when there is no answer on their on-line offerings. I am sure everyone has better things to do so I am grateful.
Nothing has been delivered as far as I am aware although other response seem to indicate this is something called BT Voice.
My original query was partly wondering what it was but mainly seeing if anyone has an email address to find out what line this referred to as it makes no mention of a number or account reference anywhere.
It seems odd that a company focused on 'communications' makes it so difficult to 'communicate' with them!

Re: Broadband upgrade

sohouk — Sun, 26 Nov 2023 20:13:58 GMT

I do not know what a Smart Hub 2 is so no I have not had anything.
The various messages indicate 'something' would be delivered, but nothing has been received as far as I know.
Its a bit difficult to pin down as I have no idea what line they are referring to as there is no account of telephone number.
I was looking for an email address for BT help but can't seem to find one.
Maybe I should write them a letter 🤔

Re: Broadband upgrade

-Richie- — Sun, 26 Nov 2023 20:52:23 GMT

No need for a letter, I've asked a passing forum moderator to get in touch with you, they are BT employees and much quicker than a letter will take.

Re: Broadband upgrade

sohouk — Sun, 26 Nov 2023 20:54:35 GMT

Thanks for that - much appreciated.
The last time I had a problem (about 3-years ago) the only option was a letter to the Chairman's office which took up a lot of their time and resources.

Re: Broadband upgrade

imjolly — Sun, 26 Nov 2023 21:30:40 GMT

If you have more than 1 line are you a business user?

Re: Broadband upgrade

sohouk — Sun, 26 Nov 2023 22:55:48 GMT

No, I am not a business user.
I have two lines myself and also pay for a line to my mothers place and another to a small seaside flat the family has.
So, four lines in total 🙂

Re: Broadband upgrade

JohnC2 — Mon, 27 Nov 2023 08:50:00 GMT

Hi @sohouk, sorry you've not received your equipment yet.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to help you resolve this.

Cheers

John