Communication with a human

[Pierre2]

I have received a message concerning the switch to Digital. When does my Landline cease? I use it frequently and rarely use a mobile.

[jac_95 · Accepted solution]

A date for the switchover will be communicated to you for your account.

If you wish to speak to someone about the change you can do so by calling

0330 1234 150

There's more information about the digital landline switchover at https://www.bt.com/digital-voice

and also at https://landlinesgo.digital

You can also find community engagement events at:

• https://www.bt.com/broadband/digital-voice/events

• https://landlinesgo.digital/events

[Disgruntledx]

With due respect, calling 03301234150 does not get you to a human voice. I find I will get message promoting EE and then directed to receiving an email and sent to online ‘Visual Service’. This is not talking to a human.

Having followed the process before I then had an exchange with AI chat box followed by an online message exchange with a human who was dealing with so many other calls at the same time, eventually they left the exchange with problem unresolved. 

I don’t require a reply to this, just voicing my experience.

[Pierre2]

Hello all,

Just as a follow-up to my original question, I would like to say that my problem has been solved.

In early February I decided to finally  opt for the change to fibre and  an OpenRerach Engineer  came and fitted the necessary cabling. Sadly he did not finish the job and left me to make the connection !  Luckily I had the ability to do so !

To cut a long story short, I was without a home phone and Broadband for 60 hours. I had to make at least 6 telephone calls and spoke to at least 6 very pleasant and helpful people within BT. All of these I have named in my review.

Thanks to them I am no longer a grumpy old man and the service appears to be working well.

Thanks for being there,

Pierre2

[Paul608085]

@Pierre2 

"Sadly he did not finish the job and left me to make the connection ! "

Which connection was this?

Strictly speaking, Openreach's responsibility ends at the ONT, (the box that the fibre optic cable plugs in to).

Officially, connecting to the router, (SmartHub), is the customer's responsibility - as is everything after that.

.

[Pierre2]

He did not have the ethernet cable to connect to my SmartHub so he told me to buy one !. I later found out via BT that he should also have adapted the existing SmartHub to be able to use the fibre connection. He did not and just left me to it having told me that the copper Broadband would continue for some time ! (It ceased a few seconds after he left the house ! )

[Manatarms84]

To use full fibre you need at least a smart hub 2 which BT should have sent.  Should this not be the case I suggest contacting them directly, however as others have suggested Openreach's responsibility ends at the new ONT

Fix Full Fibre | BT Help

[Pierre2]

I appreciate that their responsibility ends at the ONT but his personal communication was zero.
However, as I said in my previous message, the people I spoke to at BT sorted everything for me and I am now satisfied .