I've been a BT customer for a good while, originally on the BT Infinity 2 package with HH3, this was "upgraded" in name only a few years back on BT's end to reclassify the package as BT Fibre w/Halo 1, but I never received any new equipment and for all intents and purposes, everything is as it was on the day I took out the package originally (this has always been a landline+broadband package). Essentially I've been out of contract with them for many years.
I recently (today) decided to recontract into a new deal via BT's website as the price I'm paying has crept up and up over the years to the level where I was vastly overpaying and so I went through the Upgrade Broadband section of their website and selected their "Fibre 2" option (with landline) . This led me onto a page explaining Digital Voice and how I would be moved onto it automatically (no choice for me) on the installation date. I then was able to select a new free phone to use with the service and place my order from there, where I selected to go with the Pay as you Go option for my landline.
So after placing the order and checking through the order status page a few hours later, at the top of the order status I see: "You placed your order for Broadband & Landline". This is, and looks, correct to me.
Further down the order status page, I can see the Smart Hub 2 is awaiting dispatch, all good so far, but there is no mention of the promised free phone. Then a little further down at the bottom of the order status page I see the following:
Mon 27 Feb 2023
Stop service for Landline
Stop of landline phone service triggered by move to Broadband Only
Is this merely a technicality of the order status page as a result of signing up to Fibre 2 w/Digital voice through the website, or does this look to be a discrepancy with the order on BT's end. I 100% definitely chose that I wanted to keep my number and was offered the free phone when placing the order, so the order status page is a little bit confusing by both simultaneously referring to my order as "Broadband & Landline " and then later indicating it as Broadband Only further down the page with an ominous plan to cease landline phone service on the installation date.
Is this something I need to get in contact with BT about as I wish to retain my current landline number + home phone functionality, even if I'm forced to do it through their Digital Voice setup.
And finally, digging into my Order Status page, there's the following bit here:
Landline
json.phone.product_name.FibrewithHalo1+UWC
Status: Stop
Your new phone number
My Number Here | Listed in Phone Book
Your phone service will be stopped on
27 Feb 2023
Now, I am assuming/hoping that all this reference to landline service stopping on the installation date is referring to the old copper wire system, and that I should just be able to plug my phone into the Smart Hub 2 and go from there, but the order status page is confusing to say the least.
