phone line dead during fibre upgrade

[marsdens]

Here in Cornwall we are benefitting from a free upgrade to a BT fibre broadband service. Although we did not request it, this has been instigated by BT and reflects in the online account as an order reference as well as receiving a new hub through the post and several letters/emails in the lead up to switchover day.

The latest email advised "your order timeline, 16 Jul 2020 before midnight phone service starts" and another email says 21 July the fibre service starts.

But now, even though our broadband connection is still working, the phone line for regular calls has gone dead, no dial tone available.

Is this normal during the switchover process? If so it does seem to be for an elongated time if the plan is to restore it on 16 July. The area has no mobile coverage as in a valley on north coast so that means we now have no telephony service and for example no way to call 999.

Have tried to reach BT through online chat but no agents ever seem to be available.

Next step will be to travel to a place where mobile coverage is available and try to contact by phone, but in the meantime is this loss of phone service normal during such an upgrade?

Thanks in advance.

[Keith_Beddoe]

I would not expect you to lose your phone service, so it must be a fault on your line. All you can do is to report it. I would check the service status page first, just in case its a known fault.

[marsdens]

Thanks Keith, service status reports normal so does not seem to be a known fault in area, although the troubleshooter says there is an open order and so service might be affected.

Will try to report fault by phone.