Broadband & Phone

[Drive_Easy]

I am a vulnerable customer whose service was migrated to Digital Voice starting August 28th. First the broadband, which worked OK, and then the phone line which was migrated a couple of days ago.  That worked OK yesterday. This morning at 03.21am my broadband crashed, though I have so far got it working again by restarting the router, but the phone line has an engaged tone and then a message saying that they are sorry the line isn't working.

I don't know who to turn to as my severe mental health problems - including cognitive impairment - make it impossible for me to talk to people on the phone. I can only use email and web chat which has proved to be completely useless.

[Drive_Easy]

An update: I have restarted my router from the mains but the phone is still broken. It plays an automated message saying 'we are sorry your phone isn't working' followed by a continuous engaged tone. I am a disabled customer and do not have a mobile phone. I am completely isolated without a working landline. Could a moderator please look at my account urgently to push a profile re-sync or force-complete my stuck migration order?

[Ali_A · Accepted solution]

Hi @Drive_Easy 

Sorry to hear you're facing an issue with your home telephone service. 

I'd like to see if I can get you some help with this. I'll send you a private message for more information. Can you have a look and get back to me when you can. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

In the mean time you can also report your issue at Report and track your BT problem. Our troubleshooter will run tests to identify the cause of the problem and explain how to fix it. If the problem can’t be fixed online you'll be able to arrange an engineer visit.

Thanks

Ali 

[Drive_Easy]

The whole thing has been a fiasco from start to finish - some of this distress could so easily have been avoided had BT had the common sense to advise those of us with older landlines that, when there are voicemail messages waiting, the tone on the phone will sound identical to an engaged tone. But did BT have the foresight to tell us this? Of course not and so I assumed that there was a fault on the line. Fortunately I am out of contract so I can choose a professional - and caring - new provider.

[Ali_A]

Hi @Drive_Easy 

I's great to hear that our team had contacted you and your query has been resolved. 
We're also glad to you didn't have a fault on your line. 

For help with all our other Landline calling features and how they work you can visit our helpful Landline calling features page. 

If you have any other queries or need help with any features or services don't hesitate to use this forum again. The members on this community have a wealth of information and are always happy to help where possible. 

Thank you for keeping us updated with this. 

Ali 

[chrisjp]

I don't understand why, if your phone was giving you the message waiting tone rather than the engaged one, and you were able to resolve this, presumably by listening to the message, you were apparently also getting the message "we are sorry your phone isn't working". Was this the message that was waiting? And if it was, do you know why it actually wasn't true?

[Drive_Easy]

I am sorry but I suffer from severe mental health problems, including cognitive impairment, and don't wish to pursue this as it is all too confusing.