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Digital voice - confused by BT!

Jayhawk — Fri, 15 Dec 2023 14:46:31 GMT

Hi. I keep getting texts saying BT are switching me to Digital voice and giving a date, although they say it could take an extra 48 hours from then but they will let me know when I'm switched over. This started on 13th October 2023, and has happened 3 or 4 times, but each time nothing happens and I'm still on analogue. The BT website gives another date in January for switching, but there is no explanation as to what is happening and why I'm still not on DV. It also says if I need extra equipment it will be sent, but nothing has arrived and no communication from BT. What is the problem?

Re: Digital voice - confused by BT!

jac_95 — Fri, 15 Dec 2023 14:50:02 GMT

Hi Jayhawk,

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 - confused by BT!

licquorice — Fri, 15 Dec 2023 15:00:50 GMT

@Jayhawk wrote:

What is the problem?

Just BT's usual left hand not knowing what the right hand is doing.

If you already have a Smart Hub2, no extra equipment is needed.

It will happen when it happens.

Re: Digital voice - confused by BT!

chrisjp — Fri, 15 Dec 2023 15:14:33 GMT

I had the same runaround - switchover date came and went with no change to my analogue phone line.
So I logged into my BT account and used the online chat to ask what was going on. The agent was polite enough but basically said that the issue lay with Openreach and she had no way to access their records. I asked whether I could contact Openreach directly myself? No, that isn't possible, but did I want to raise a complaint with BT?
I didn't, really, because I just wanted to know what was going on, but she said all she could do was raise a complaint. So I said go ahead and, within 24 hours, my conversion to DV had been completed!
I understand that Openreach effectively works as a contractor for BT, but my contract is with BT and I think they would save themselves a lot of hassle, and complaints, from customers if they could open better lines of communication with Openreach

Re: Digital voice - confused by BT!

Jane2018 — Sat, 16 Dec 2023 23:04:24 GMT

This could be useful for me if this happens although in my case as I don't want to rush to digital I would do the opposite - not chase them and leave well alone.

Re: Digital voice - confused by BT!

chrisjp — Sat, 16 Dec 2023 23:23:55 GMT

Yes, I also considered leaving well alone with my working analogue phone line, but I didn't want the uncertainty of never knowing when it would be turned off. I had my DECT DV adapters ready and needed to know when I could set them up.
I now have one phone plugged directly into the SH2 and two other phones plugged into DV adapters - replicating my previous extension arrangements.

Re: Digital voice - confused by BT!

HHGTTG — Sun, 17 Dec 2023 08:45:46 GMT

But surely you cannot pair your DV adapters with the SH2 if you have not been switched over to DV can you?

Re: Digital voice - confused by BT!

licquorice — Sun, 17 Dec 2023 09:43:05 GMT

Nope

Although bizarrely you can link handsets in advance!!!

Re: Digital voice - confused by BT!

HHGTTG — Sun, 17 Dec 2023 09:45:53 GMT

You mean the DV phone handsets that one can get from BT?

Re: Digital voice - confused by BT!

licquorice — Sun, 17 Dec 2023 10:08:03 GMT

Yep, but not to use, just able to register them to the hub in advance of switchover

Re: Digital voice - confused by BT!

chrisjp — Sun, 17 Dec 2023 15:41:35 GMT

Sorry if I wasn't clear - I did indeed wait until I had been switched to digital voice before pairing the DV adapters with my SH2. Once the switchover finally took place it took me no more than 20 mins or so to plug one corded phone into the SH2, pair two DV adapters and set up these phones where I wanted them.
I was just re-assuring the OP that the the switchover was not complicated as he/she seemed to fear.

Re: Digital voice - confused by BT!

HHGTTG — Sun, 17 Dec 2023 16:24:54 GMT

Did you get any free Adapters and/DV phone handset that is if you required the latter?

Re: Digital voice - confused by BT!

chrisjp — Sun, 17 Dec 2023 17:25:59 GMT

I did indeed get one free DV adapter and paid for the second one. I did not need a digital phone - I hardly use the landline and my existing corded phones suit me fine for the few times I do.

Re: Digital voice - confused by BT!

HHGTTG — Mon, 18 Dec 2023 07:54:41 GMT

Thanks.