This topic

Telephone line

Charlie1954 — Thu, 06 Jun 2024 12:13:37 GMT

I moved into a new apartment with Digital Voice ( I had never heard of Digital Voice, means nothing to me.) B.T open my new account, made me pay for a new digital hub gave me a new telephone number. The phone line has not worked since installed on 22nd April. I have spoke to at least 7 agents, the calls always lasting over 45 mins, each one promises to fix the problem. They don't. I have had an engineer visit, he had no idea how to fix the problem. They have sent me a gadget in the post, that did not fix the problem. I can call out on the new telephone line but I cannot receive calls. How can I escalate this complaint. Help someone please.

Re: Telephone line

jac_95 — Thu, 06 Jun 2024 12:17:39 GMT

Hi Charlie1954,

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: Telephone line

iniltous — Thu, 06 Jun 2024 12:33:57 GMT

Presumably you also have broadband as well as DV , is your broadband working ?
Where is your phone instrument connected , at the rear of the BT SH2 router ( the green phone port ) or via a DV adapter ? …..if outgoing calls work , have you called your mobile or other landline and checked that the expected phone number is displayed on your mobile or other landline ( confirming the number you are calling from is the one you are expecting )

If the phone number is correct , call your own landline number from your mobile , ( with the phone plugged into the router directly not using the DV adapter ) , even if the landline is not ‘ringing’ what happens if you lift the receiver, or press answer if it’s a cordless phone , do you get dialtone or does the call connect .

Re: Telephone line

Charlie1954 — Fri, 07 Jun 2024 21:13:22 GMT

Thank you for helping. I have tried both suggestions. no luck. I will escalate my complaint on Monday. No land line since 22 Apr 24

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Sat, 08 Jun 2024 09:07:51 GMT

Hi. Yes I could make out going calls. But on a call to BT on 3rd June. They said they would give me a new telephone number to cure the problem. As I have come to expect "they didn't" all they did was cut my telephone off completely. They said a new line would be switched on in two to three days. Now I have no telephone line at all. Very scary, no one at BT knows what to do. I have looked on my account on line, it says I n there that I have reported "fault cleared". Obviously I have not, so a BT agent must have done that to make them look good. I suppose I will be left with no alternative but to look for another supplier.

Re: No telephone line working for 27 days since Digital Voice new contract!

JohnC2 — Sat, 08 Jun 2024 10:44:04 GMT

Hi @Charlie1954, sorry you've been left without phone service for so long.
I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to see what we can do to help you get it back up and running.

We are busy at the moment so it'll take a few days for us to get back to you.

Cheers

John

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Sat, 08 Jun 2024 11:29:34 GMT

Where do I find your private message?

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Sat, 08 Jun 2024 11:32:41 GMT

It's ok I have found your message. Will send I formation when I get home. Thank you

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Fri, 21 Jun 2024 09:31:18 GMT

Well what can I say John. You did a great job of getting my home from line connected. But they have just charged me £20.20 for the line. So my bill that should have £15. Is now £35.20............ I really can't go through to much more if this. Is there anything you can do to get this bill corrected. I am not well and this is making my stress worse.

Re: No telephone line working for 27 days since Digital Voice new contract!

Keith_Beddoe — Fri, 21 Jun 2024 09:52:25 GMT

@Charlie1954

Are you on this https://www.bt.com/broadband/home-essentials

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Fri, 21 Jun 2024 09:55:01 GMT

Yes

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Fri, 21 Jun 2024 09:56:15 GMT

Yes

Re: No telephone line working for 27 days since Digital Voice new contract!

Keith_Beddoe — Fri, 21 Jun 2024 10:01:58 GMT

@Charlie1954

You will need to wait for a reply from one of the moderators, as they are the only ones who can check your contract, as there may be some one-off charges applied on the first bill.

Re: No telephone line working for 27 days since Digital Voice new contract!

Charlie1954 — Fri, 21 Jun 2024 10:07:06 GMT

Ok. I will. Thank you.

Re: No telephone line working for 27 days since Digital Voice new contract!

iniltous — Fri, 21 Jun 2024 10:49:17 GMT

You do realise that initial and final bills are rarely the exact amount a normal month will be , the period being charged for can be for more that a month ( , if joining part the way through a billing cycle it may be for more than 30 days ) , they can include one off charges like delivery of equipment, or ‘connection’ charges etc , if I were told £15 a month I wouldn’t expect the first payment to be £15 but more ….,

although it may be an error , it’s much more likely that the first payment is larger than what the subsequent ‘normal’ monthly fee will be ,