Digital Voice Fiasco

[CJ57]

So, was told I had to have DV, sent away for my adapter as no room to plug phone in where my router goes and Smart Hub 2 duly arrived.  Re-connected all my wireless kit, paired my adapter and waited, and waited.  Get a message saying it's been cancelled due to technical problems - fair enough - but then the silliness.  They want me to sent the SH2 back, and are sending me a Homehub 5. Why?  The SH2 works fine and I'll now have to go through reconnecting mobiles, TVs PCs, Alexa, HiFi, and send back the SH2, only for it to happen all again shortly. It's ridiculous.  As usual no one available to answer the phone to me.  My BB is up for renewal August  ( I can't get a quote online  because of all these 'open orders'), but I'm thinking of just calling time on BT.

[jac_95]

Hi CJ57,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

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[DCOnCommForum]

Similar here. The DV switchover was supposed to be 2 days ago so I’d received the Smart Hub 2 to replace the Smart Hub I already had. This morning I got an email asking me to return the SH2. I called BT to ask why and was told the DV had been cancelled but they couldn’t let me know because my mobile number wasn’t on my account (yes it is, and has been for many years, still there, I just checked). So now my account has a “Please return your Smart Hub 2 (or we’ll charge you £50)” and *still* has the “Please return your Smart Hub” as well. Brilliant. I’ll give it a week and see if that goes away before calling again.

[CJ57 · Accepted solution]

Eventually got through to someone who apologised for the 'small error', marked my router as returned, told me to keep it, and if the HH5 turned up to just reject it.  Order history has been updated to say returned and won't  be charged. Terrible process, and to think BT is in the communication business