This topic

Complimenting a BT telephone agent

lizzie10 — Wed, 21 Jan 2026 14:06:07 GMT

Hello, I have recently got off the phone from speaking to one of your advisors, a gentleman named Jack. I would be so grateful if my compliments on his service could be passed on. Jack was very patient with my concerns and almost immediately resolved my problems.

Yesterday, I phoned concerning an appointment to move to Digital Voice in a few days time. I am elderly and very non-tech, so I requested an engineer visit to do the set-up. Jack immediately agreed and the visit was promptly arranged for the original appointment date. That was brilliant, because I would not be able to the achieve the setting up by myself.

Moreover, this morning I received a telephone message of confirmation from Circet engineer, and a call from Jack, who said he was ensuring that everything was going smoothly ahead. I thought that was going above and beyond, I felt very grateful.

Jack also advised on the feasibility of having installed a BT phone that I had already purchased instead of having the one supplied. .

I believe he is a real asset to your company. Jack is efficient, kind and patient, easy to talk to and very helpful. I just wanted to praise him for his excellent service and hope that you will recognise this and kindly pass on my message. Many thanks.

Re: Complimenting a BT telephone agent

Peter_W — Wed, 21 Jan 2026 16:11:19 GMT

Welcome to the BT Community, @lizzie10.

Thanks so much for taking the time to share these details about your experience with Jack, too 😊

I'm really keen to help get this passed on for you, so I've just sent you over a private message so we can take some more details.

Peter

Re: Complimenting a BT telephone agent

chrisjp — Wed, 21 Jan 2026 16:39:09 GMT

That's very good to hear, especially with the tales of woe on this forum about customers getting through to agents who won't or can't help them.
Regarding the migration to DV, if that is all that is happening (and it's not also a conversion to fibre to the premises) then "setting it up" amounts to no more than removing the phone cable from the wall socket and plugging it into the socket on the back of the Smarthub 2. This shouldn't be difficult, even for a technophobe!

Re: Complimenting a BT telephone agent

lizzie10 — Wed, 21 Jan 2026 17:36:06 GMT

Hi, yes, I absolutely see your point but I don't yet have a Smarthub2 and it is a conversion to fibre. My neighbours have already updated but I haven't. Also, due to personal circumstances, I'm feeling especially incapable so I am truly grateful for the help!

Re: Complimenting a BT telephone agent

chrisjp — Wed, 21 Jan 2026 17:51:29 GMT

Ahh, my apologies, if it's a conversion to full fibre to your house, replacing the previous copper line, there will be a bit more to do to get your new service up and running, so I can understand why you need support.
Presumably this will be from a BT engineer, who will attend at your house at the same time as the Openreach engineer fits the fibre connection and terminal box (ONT - Optical Network Termination) in your house?
It'll be interesting to hear how this works out - please post again when it's done!

Re: Complimenting a BT telephone agent

lizzie10 — Wed, 21 Jan 2026 17:58:39 GMT

chrisjp, I will!

Re: Complimenting a BT telephone agent

gg30340 — Wed, 21 Jan 2026 19:26:36 GMT

See the following links that may give you some extra useful information.

Moving to Digital Voice | BT Help

Solved: Digital Voice FAQs - BT Community

How is Full Fibre installed? | BT Help

Re: Complimenting a BT telephone agent

lizzie10 — Thu, 22 Jan 2026 16:01:22 GMT

Distinguished Sage - many thanks for pointing me to this useful information.