Hi
I am a customer for broadband and landline. On renewing the contract I was told that the landline would change to DV and a date of 22nd Feb was arranged. On that day DV wasn't activated and the analogue line was switched off. Contacting BT resulted in being told that the order was stuck in the system and would be completed in a week. Meanwhile, no phone!. On 2nd March the order was shown on my account page as complete. Still no phone and the home page of the HUB still showed "phone not configured". Contacting BT I was told it was problem getting data for the download, but an appointment was made for 7th March for an engineer to visit on site and he could download from a laptop. On the 7th an Openreach Network engineer showed up having been told there was a broadband fault, in spite of BT being told multiple times by this point that the broadband was fine. The engineer confirmed this and went away, since he knew nothing about configuring the Hub.
After again contacting BT a new order was raised on the 7th March and I was told that it would be fixed firstly by the 10th, then by the 14th March. Meanwhile I have discovered that anyone dialling in on our landline number goes immediately to BT voicemail. We never previously had this so there is no PIN set up. This can only be done from the landline. Consequently, anyone phoning thinks they've left a message and we have no way of knowing, let alone responding!
Yesterday we received a text from BT Order Management Team saying they need to do a survey outside our house which can take up to 30 days! The problem is NOT in the line...the Hub simply needs to be configured to make the handset work ( which incidentally is properly linked to the Hub).
I have zero confidence, due to evidence of complete confusion in BT, that the configuration will be achieved by the 14th. Why can't they just send a new HUB already configured for our number?
With analogue you could just plug in any old phone provided there was a line!
