Digital Voice migration issue

[chamber_boy]

So I get my email to say that I'm moving to Digital Voice and I can track my order.

Imagine my surprise when I see that the order is for Digital Voice pay as you go as I'm paying a premium on my Broadband package for Broadband and unlimited calls included.

So it seems that BT think it is right to get me to pay twice for my calls, if I want unlimited ones on the new  Digital voice service. or are they going to reduce my Broadband package to reflect the loss of the unlimited calls that are included in it currently.

Also what would have happened if I hadn't checked the Digital Voice migration and just carried on using the phone service as normal; I know exactly what would happen I would get a large bill and nothing from from them to reflect the position they have put me in.

This is getting to the point where the only option I have is to ditch the service and go elsewhere as I can't be bothered to engage with them anymore sorting out things that should be a given as part of the service.

[jac_95]

Hi chamber_boy,

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

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[Kodikid]

Since 2019 everyone has had to buy a call package to go with the broadband.

PS good luck trying to get "free" DV calls

[imjolly]

@chamber_boy 

is this just a migration from existing phone to digital voice with no change in your existing broadband and phone package including unlimited calls?  - no new contract?  If so then changing to DV should not change your unlimited calls add-on just that you now need to use the SH2 and digital voice

[Manatarms84]

The call plan on your phone service whether it's normal phone line or digital voice does not effect your broadband.

If there has been an error and you are put on pay as you go then you would no longer be paying for your call pack as you were previously.  If this is the case then either manage your account online or make a 2 minute call for the call pack to be added back on.  Annoying? Yes but hardly a major inconvenience 

[iniltous]

As stated , migrating to DV doesn’t change anything on your phone service account, no contract extension, no change of call plan , if you were on some sort of legacy plan Evening and Weekends for example that haven’t been sold for years , perhaps that gets you onto PAYG ( the closest equivalent) but to be on a legacy call plan presumably you haven’t renewed in years … if some sort of clerical error (an unusual one at that ) has been made , give them a call or change the calls plan using the on line tools .
If your assertion was correct and if this error wasn’t discovered until a bill that included calls charges that were previously inclusive , then getting a credit would be pretty straightforward and obviously you would not have paid the Inclusive Calls fee for whatever call plan you had ….an inconvenience, Yes , but have a sense of perspective, it’s not exactly the end of the world either

[Dode]

@chamber_boy  Don't panic, It said all the same things with me. I let it ride and just kept an eye on it and it all squared up as normal. 

Please come back and let us know how it goes, it may help others who are worried.

[chamber_boy]

Thanks for all the replies so far.

Perhaps a little more detail will highlight the issue more clearly.

So as an offer in the past two years to stay with BT I was given a package of Halo 3+ with Wifi extenders and fallback and Unlimited call minutes package..

This show up on my products as Broadband charges and a separate Landline with Unlimited Call plan at £0.

As it stands with the Digital Voice order the land line is now showing up as Pay as you go and the Broadband still the same price.

So far from it not changing the package or price I pay today it is at least on the details I can see.

As to putting it in perspective then it would be nice of BT to say you are losing your calls package and will pay for them in the correspondence so I don't get any surprises and also why should I have to pay an extra amount for the same service.

If I break my BT contract they charge me but it seems if they break it then all is fine to some who have commented here when it clearly isn't.

To add to it my order for an adaptor has failed and is stuck as an open order and just adds to the litany of failed orders and promises I had over the years as every time my package has been changed they have messed it up and I have had to get the high level complaints team involved and at a cost to my time and effort, so excuse me if I sound a little miffed at yet another botched service change.

I'll see how this ends but at this stage my better half is saying ditch the lot and try elsewhere and it is hard to argue against that when yet again the service is lacking.

[VeteranISPUser]

Hi @chamber_boy   Another way of looking at it, is you have been lucky to get two years of free calls. Halo 3+ is a cash cow for BT, so hardly a gift. If you are out of the minimum term, I wouldn't hesitate to move providers in which the worst case scenario is BT will offer you a better deal. You should note that all providers now only offer their version of DV, which will be a telephone socket on the Router (no DV phones). It may also be an opportunity to go for broadband only deal, and permanently move your  home phone to a VOIP provider giving cheaper calls and maximum flexibility in the future.

[Jane2018]

This yet another reason I don't want to switch ever to DV. I am not a legacy call plan with free evening and weekend calls (the times of day I never make calls) - same on both my landline/broadband accounts so goodness knows how any switchover would go for me when London is forced into it.