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BT Ceased BT line after botched conversion to Digital Voice

KevinBurton — Fri, 23 Feb 2024 15:11:58 GMT

My parents have had their BT line ceased following a mistake made by BT during conversion to Digital Voice.

They have now not had any service for a week and no one within BT seems to want to take ownership and help resolve the issue. They rely on the phone line for emergency needs and so they are vulnerable.

What can be done to help them?

Re: BT Ceased BT line after botched conversion to Digital Voice

jac_95 — Fri, 23 Feb 2024 15:20:02 GMT

Hi KevinBurton,

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: BT Ceased BT line after botched conversion to Digital Voice

Keith_Beddoe — Fri, 23 Feb 2024 15:21:15 GMT

@KevinBurton

I have asked a moderator to assist.

I am assuming that their phone does not work when plugged into the socket on the back of the BT Smart Hub 2?

Re: BT Ceased BT line after botched conversion to Digital Voice

imjolly — Fri, 23 Feb 2024 15:24:14 GMT

do they still have a broadband connection?

Re: BT Ceased BT line after botched conversion to Digital Voice

KevinBurton — Fri, 23 Feb 2024 15:24:36 GMT

Their entire circuit has been taken down, so no broadband and hence also no phone

Re: BT Ceased BT line after botched conversion to Digital Voice

DanielS — Fri, 23 Feb 2024 20:55:09 GMT

Hi @KevinBurton,

Thank you for taking the time to reach out to us for help.

We will do all we can to help your Mum and Dad.

I've sent you a private message that you can reply to my team through.

Thanks,

DanielS