This topic

Digital voice

Jt6 — Sun, 07 Apr 2024 22:17:15 GMT

Moved onto fibre 20th March with digital voice. Since then I have not had a working phone. I have had numerous calls into 150, they say they have passed to TNC no success, sent a data contractor to my house he said I am not enabled. I am sick of ringing 150 they don't come back to me with any update. I get fault cleared text after calling them. They raise complaints for me the clear them next day. One question is do I have correct ont pictured. Just getting no where, does anyone have a contact email or number for BT complaints senior manager Helen H.

Re: Digital voice

jac_95 — Mon, 08 Apr 2024 00:02:39 GMT

Hi Jt6,

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.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

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

Keith_Beddoe — Mon, 08 Apr 2024 05:07:24 GMT

I have asked a moderator to post here.

Re: Digital voice

JohnC2 — Mon, 08 Apr 2024 07:53:08 GMT

Hi @Jt6, sorry you've had no digital voice service since 20th March.

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 with this.

Cheers

John

Re: Digital voice

Jt6 — Mon, 08 Apr 2024 14:53:53 GMT

It's now getting worse being sent a phone adapter, was told they had diverted my DV phone line to my mobile but they have not. Just got a text to say BT tried to ring me but I did not answer. I have no missed calls they may have rang the DV . The text says ring 03306783060 after listening to music for 30 minutes I have better things to do. Hope someone can help. Sarah Middleton is head of customer service is there anyway to flag up.

Noting I cannot see on my account any fault or complaint filed.

Re: Digital voice

Keith_Beddoe — Mon, 08 Apr 2024 14:56:03 GMT

@Jt6

Just reply to the message from @JohnC2

Re: Digital voice

licquorice — Mon, 08 Apr 2024 14:56:15 GMT

You have been offered assistance by one of the mods, respond to their PM.

Re: Digital voice

Jt6 — Mon, 08 Apr 2024 15:20:51 GMT

What do I need to do to proceed with your help.

Re: Digital voice

Keith_Beddoe — Mon, 08 Apr 2024 15:24:06 GMT

@Jt6

You should have received a private message from @JohnC2

Look here https://community.bt.com/t5/notes/v1_1/privatenotespage/tab/inbox

Reply to that message with the information requested, as that is needed to validate your account.

Do not post anything personal on this thread.

Have you received the Private Message?

Re: Digital voice

Jt6 — Wed, 10 Apr 2024 08:07:10 GMT

Yes received private message.
Update on no progress. Was passed to Falkirk yesterday & told my DV needs to be ceased & reprovided, I should wait for an overnight update. Still no service today. Did rapid call got Newcastle call back. They said can see service is showing faulty & I have an escalation with TMC with an action by date 6th April. TMC have a back log & are only upto 29th March. Have to wait for them to contact me. My complaint is due a call back this Friday . Terrible customer service

Re: Digital voice

Keith_Beddoe — Wed, 10 Apr 2024 08:14:10 GMT

@Jt6

One of the moderators should pick it up in a couple of days, as they are a very small team and quite busy.

Re: Digital voice

Jt6 — Fri, 12 Apr 2024 15:53:43 GMT

Gets worse today, was due a call from complaints between 12.30 & 2.30 today, guess what no call. So did rapid return call got a call back from Guides who said BT's systems were down & could not do anything for me . To try again later, I asked just to get him to contact complaints & ask them to ring me he said he could not. Just looked at rapid return call now running at 1hr.

Re: Digital voice

licquorice — Fri, 12 Apr 2024 16:36:51 GMT

You haven't actually said if you replied to the PM

Re: Digital voice

Jt6 — Sat, 13 Apr 2024 09:11:55 GMT

I have replied over a week ago to private message. Got BT rapid callback this morning. Operator said could not do anything or give me an update. Saying fault was with someone in Ireland & she would email them for an update. May have to wait until 18th.

Re: Digital voice

wilsonmfw — Sat, 13 Apr 2024 09:47:40 GMT

I made contact through BT Business Chat SMS platform on Messenger!

Re: Digital voice

Anonymous — Sat, 13 Apr 2024 10:25:31 GMT

@Jt6

Fully understand the frustration with BT's repeated inability to resolve these issues, but you only received the invitation on the 8th, so can't have replied "over a week ago".

The Mods are a very small team with a high workload & deal with issues in strict rotation. I expect you'll hear from them shortly.

Re: Digital voice

Jt6 — Sat, 13 Apr 2024 10:46:39 GMT

Tried to find an escalation contact , no joy. Had a BT person tell me the arecsending a new hub thinks it may be that at fault. Told me my complaint is with a person ( I have her name an EE guide ) in Ireland & she should be keeping me updated. I said she must be calling on my DV line as I get no calls on my mobile.

Re: Digital voice

Jt6 — Wed, 17 Apr 2024 08:06:43 GMT

Service finally connected after 28 days yesterday. Contacted by the guide in EE Ireland after 11 days saying she could see an discrepancy between my account on 2 systems !!!!!. Was not home so could only check late on. Told I would receive a call at 8.30 today to confirm. No call. Got an email saying I have been credited £48.98 on my account !. Areas that need looking at by BT, are 1. Txt saying they have called but have not. 2. Fault cleared txt when it was not. 3. A dedicated 1 person contact. 4. In 28 days only had 1 call in to me all others were made after me contacting BT for return call.