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Why is bt's rollout of digital voice such a disaster

nednott — Fri, 08 Mar 2024 17:43:56 GMT

I ordered full fibre 100 with mandatory conversion to digital voice in Dec 23 . The engineer visited on 8th Feb 24 , cut the old line installed smart hub but was unable to get dv working . He rapidly scarpered proferring an urgent callout as excuse . Since the we have had poor broadband at only 50mbps and no landline or digital voice . The activation date for digital voice has been deferred on four occasions without explanation , at present scheduled for 2nd april . We are both elderly though not disabled and our lives have been significantly impacted by loss of service . Does any body know what is going on and why bt do not have the courtesy to provode an explanation

Re: Why is bt's rollout of digital voice such a disaster

jac_95 — Fri, 08 Mar 2024 18:40:02 GMT

Hi nednott,

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: Why is bt's rollout of digital voice such a disaster

nednott — Fri, 08 Mar 2024 19:01:32 GMT

I've already spent hours doing that .Lets face it BT's rollout of digital voice is a complete disaster , we've been without a landline for 5weeks and the activation date keeps being constantly deferred without explanation . BT are acting irresponsibly putting lives at risk and acting with impunity . The programme should be paused till the technology is sorted out

Re: Why is bt's rollout of digital voice such a disaster

iniltous — Fri, 08 Mar 2024 18:54:33 GMT

As a counterpoint, my migration to DV was seamless, I unplugged my landline phone from the copper NTE master socket and into the phone port on the newly supplied SH2 router , and within 2 minutes the DV phone service was working (via the broadband connection ) …..obviously it’s unfortunate when things go wrong ,as they seem to have done for you , but you have to keep a sense of proportion, most migrate to DV with no issues at all .

Re: Why is bt's rollout of digital voice such a disaster

nednott — Fri, 08 Mar 2024 19:02:41 GMT

Have a look at trustpilot there is not one positive experience on there

Re: Why is bt's rollout of digital voice such a disaster

WSH — Fri, 08 Mar 2024 19:07:40 GMT

I was moved over in September and everything went fine. I've had no problems since.

(Although it was delayed at one point. The original move was scheduled for June and then cancelled, for no obvious reason).

Edit: The problem with things like TrustPilot is that most people only post a review when they are unhappy, so it is automatically bias. I know, I'm guilty of it myself.

Re: Why is bt's rollout of digital voice such a disaster

licquorice — Fri, 08 Mar 2024 19:08:11 GMT

Sigh, people don't report successes, they only complain.

My transition to DV was seamless, as was the vast majority I suspect. There are very few posts regarding problems with the transition despites thousands of customers being transferred. If there was a massive problem, the forum would be inundated, it isn't.

Re: Why is bt's rollout of digital voice such a disaster

-Richie- — Fri, 08 Mar 2024 19:16:04 GMT

@nednottwrote:
I ordered full fibre 100 with mandatory conversion to digital voice in Dec 23 . The engineer visited on 8th Feb 24 , cut the old line installed smart hub but was unable to get dv working . He rapidly scarpered proferring an urgent callout as excuse .

He wasn't there to setup Digital Voice, he was there to install the broadband, to Openreach you don't have a phone service, you only have broadband.
Digital Voice is not an Openreach product, it's a BT service.

Re: Why is bt's rollout of digital voice such a disaster

Jane2018 — Fri, 08 Mar 2024 20:52:26 GMT

It cannot be going well if we in London were told we would be moved by end of 2023 and it has still not happened and even the messages about it on my telephone bills no longer appear (as it if is in some kind of yet against postponement phase). Not that I mind it is not happening as long as I change nothing on my accounts ever,,, the longer I am forced on to it the better. It would be great to be the last person in the UK left on the analogue service that works so much better.

Re: Why is bt's rollout of digital voice such a disaster

chrisjp — Fri, 08 Mar 2024 20:56:34 GMT

"...obviously it’s unfortunate when things go wrong , as they seem to have done for you , but you have to keep a sense of proportion, most migrate to DV with no issues at all ."
This is true - my migration to DV want reasonably smoothly also. But I think the real problem is BT's/Openreach's apparent inability to put things right promptly whan installations do go wrong. And also their complete inability to keep the customer informed about what is being done to put things right.

Re: Why is bt's rollout of digital voice such a disaster

nednott — Fri, 08 Mar 2024 21:02:41 GMT

I suspect suppression of adverse comments > both the guardian and mail have run articles on the trouble people are having with the switch .

https://www.theguardian.com/money/2024/feb/24/analogue-switch-off-bt-customers-left-for-weeks-without-a-landline?fbclid=IwAR3_L9eUxrL6BMVfPKzgMJHrvmMV8Eu623i9TlvFjvAdq5Ll5xaW8eqHbis

Re: Why is bt's rollout of digital voice such a disaster

Jane2018 — Sat, 09 Mar 2024 18:49:03 GMT

To be fair, my adverse digital voice comments on here are not censored. I do wish BT would let me know exactly what is happening. In October I removed 6 landlines from around the house on one number and now both landline numbers ring only in my office. i did that because I was told London was being moved to DV by end of 2023. That was extremely misleading as we have not been moved to it and no further information on a date for the switch other than apparently the De 2025 whole country switches date I suppose. I feel in limbo but glad not to have been switched yet as loads of functions I use on the analogue phones are not available on the new system including basic things like taking the phone off the hook with a corded phone.

Re: Why is bt's rollout of digital voice such a disaster

licquorice — Sat, 09 Mar 2024 19:10:27 GMT

Yawn.

Re: Why is bt's rollout of digital voice such a disaster

nednott — Mon, 25 Mar 2024 13:47:44 GMT

Now 46 days without a phone line . BT have deigned to activate DV at their end but it still won't work at our end . The hub manager continues to show "phone not configured " . I suspect the hub itself is faulty as attempts to effect a hard reset either by pressing the reset button for 30 secs or from hub manager fails to clear its memoery of all computers , pads and mobile phones that we've connected .

Re: Why is bt's rollout of digital voice such a disaster

NeilO — Mon, 25 Mar 2024 16:02:05 GMT

@nednott I'm really sorry about the delay in getting your digital voice service connected. I'll send you a private message so you can get in touch with your details so the moderation team can look into this further.

Thanks

Neil

Re: Why is bt's rollout of digital voice such a disaster

Anonymous — Mon, 25 Mar 2024 16:24:12 GMT

I’m sure the excellent mod team will get you sorted @nednott now it is on their radar.

I was on the DV trial and one of the first to move to SoGEA as part of the process.

I didn’t have any issues during the trial and still don’t, apart from the Alexa DECT handset trying and failing to update every few days, but that is another thread.

Re: Why is bt's rollout of digital voice such a disaster

HHGTTG — Mon, 25 Mar 2024 17:11:00 GMT

Same here.

Re: Why is bt's rollout of digital voice such a disaster

infinitywaiter — Wed, 27 Mar 2024 23:49:52 GMT

Same here with the DV Trial, have the basic essential phones dotted around the house, with our main being the Advanced with Alexa, we've have had no issues with them since the trial started way back in 2019!

Everything for us has worked perfectly with all of our DV phones, we haven't had an issue either with our Advanced failing any update, maybe you might have just got one from a faulty batch.

As already mentioned here in this forum post, it is only the people who have issues that post and complain, hence why most think that what is written is set in stone and happening to everybody who uses Digital Voice.

Maybe if everybody who has had no issues with DV and is using it on a daily basis, all started filling the comments sections up with how good it has been for them, then that would even out the so called bad ratings that all these people seem to rave on about.

Re: Why is bt's rollout of digital voice such a disaster

Anonymous — Thu, 28 Mar 2024 08:42:36 GMT

@infinitywaiterwrote:
Everything for us has worked perfectly with all of our DV phones, we haven't had an issue either with our Advanced failing any update, maybe you might have just got one from a faulty batch.

Which firmware is your advanced handset on? Mine is X65_BT_H31047.

I have always thought the handset does update and the constant message that it can’t is just a bug and it isn’t even trying.

I find it hard to believe a simple phone would need updating this often!

Re: Why is bt's rollout of digital voice such a disaster

MW8 — Wed, 03 Apr 2024 19:06:07 GMT

I think you are the silent majority my friend.

I personally know of two friends of mine who are at this very moment in telephone limbo having been waiting over a month after losing their landlines for their replacement digital voice services to be completed, both having lost their original telephone numbers at this current moment in time and unable to receive their usual telephone calls from their family and friends.

One of them has had countless orders placed over the last two months which haven't completed successfully.

Something isn't going right with this.