My dad had been receiving numerous letter regarding the digital voice switchover and asked me to assist him with it. I followed the instructions on one of the letters and booked a date plus an engineer visit.
His new router arrived in plenty of time and the engineer came out yesterday and hooked it up. The internet is working fine but there is no dial tone on the phone. The engineer told me that I needed to phone BT to see why digital voice hadn’t been activated and then left. And that’s when the fun started.
I’ve made numerous calls to BT and used their chat function. For the first ten minutes of every call they can’t seem to find his account. They then find it and say it has been closed. When I point out that his internet was working they come to the conclusion that there must be another account but search for one and can’t find it.
They then go through the rigmarole of insisting that we must have switched broadband providers, which we absolutely have not. I point out that it is a massive coincidence that the date the account was closed is that date it should have been moved to digital voice. They said they sent an email out saying the account would be closed but it was sent to my mother who has been dead for six years.
I’ve been told that I need to speak to the orders team to reactivate the account but, again, they insist it has been transferred to another provider. They don’t see able to explain why a BT hub has just been sent out and a BT engineer came to fit it yesterday.
So at the moment, my elderly father has internet but no home phone, which is a big problem for him. I get no help whatsoever from BT and they are determined to blame him for a situation they have caused.
I would be most grateful if anyone could suggest what to do to get his phone working again. I’ve hit a brick wall.
