This topic

BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:19:44 GMT

I'd like to set up BT Essentials for my elderly mother. She is eligible but BT is insisting she accepts Digital Voice. She is easily confused and cannot possibly manage having a mobile phone option in the case of the (regular) powercuts experienced in her area. Today, I read that BT are suspending the enforcement of Digital Voice to elderly and vulnerable people. Does this development mean I can move her to BT Essentials and save her nearly £30 per months?

Re: BT Essentials and Digital Voice

imjolly — Mon, 18 Dec 2023 13:23:34 GMT

is your mother currently a BT customer for broadband and phone?

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:36:17 GMT

Yes she is. Her finances have changed since father died in August so I'd like her to make the financial saving, whilst retaining the broadband and phone service.

Re: BT Essentials and Digital Voice

Keith_Beddoe — Mon, 18 Dec 2023 13:37:44 GMT

@VictorM96

No new analogue PSTN connections are allowed, so any change of contract means the phone part of the order, will have to be carried over the Digital Voice.

An existing phone can be used just as before, but some form of backup power would be needed in the event of a power cut.

Re: BT Essentials and Digital Voice

imjolly — Mon, 18 Dec 2023 13:45:04 GMT

sorry but is the BT account in your mother's name or was it your father's account? if the latter have to had account changed to your mother. just the person claiming benefit has to be the same name as the BT account holder

is your mother registered here as a vulnerable person

https://www.bt.com/content/dam/bt/help/including-you/BT_Free_Priority_Fault_Repair_Scheme.pdf

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:44:28 GMT

I notified my father's death using the bereavement line and they changed the account holder before I made the request to move to BT Essentials.

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:47:13 GMT

I'd read that but BT said their order system had a fault and it would be possible, when the fault had been corrected, for BT Essentials to be offered without the need to take Digital Voice. They acknowledged that it seemed unfair that she couldn't achieve a £30 per month saving at that stage. Today's announcement gave me some encouragement that I could finally make the change for her.

Re: BT Essentials and Digital Voice

imjolly — Mon, 18 Dec 2023 13:49:42 GMT

@VictorM96

this is the recent article and it doesn't say that the move to DV is being suspended

https://www.ispreview.co.uk/index.php/2023/12/major-uk-home-phone-providers-commit-to-protect-vulnerable-users.html

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:50:47 GMT

No she's not registered under the scheme. She isn't registered disabled, nor is she housebound by reference to the definition.

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 13:58:20 GMT

Apologies. Articles I have read this morning (Telegraph and Rural Services Network) refer to 'pause'. The Telegraph article makes reference to companies, inc. BT, being told by Ministers, not to force digital phone services on the elderly.

Re: BT Essentials and Digital Voice

jac_95 — Mon, 18 Dec 2023 14:05:33 GMT

@VictorM96

The media have taken it slightly out of context as the headline.

Here's the link to BT's official response:

https://newsroom.bt.com/digital-voice-signing-up-to-the-charter-of-commitments/

From the above link in summary, the pause to what the media is describing is for those with telecare/care alarms where BT and others who signed up to the charter won't migrate non-voluntary, managed migrations who have telecare or care alarms without confirmation that the telecare or care alarms are compatible and work with Digital Voice.

Re: BT Essentials and Digital Voice

imjolly — Mon, 18 Dec 2023 14:09:06 GMT

I have asked the forum mods who are BT employees if there is anything they can do to help but as @Keith_Beddoe posted changes to contract normally require move to DV.

Re: BT Essentials and Digital Voice

NeilO — Mon, 18 Dec 2023 15:17:03 GMT

Hi @VictorM96 welcome to the community and thanks for posting. The temporary pause is with bulk migrations, so ordering a new service is not affected by the pause, as it is a voluntary migration. I would recommend that you call 0800 800 150 and ask to speak with the Home Essentials team, explain to them you're mother's vulnerabilities and they will be able to discuss the available options for her.

Thanks

Neil

Re: BT Essentials and Digital Voice

VictorM96 — Mon, 18 Dec 2023 15:53:03 GMT

Thank you.