Digital voice order, can we cancel ?

[Stanlee59]

Bit of background, Mum has moved into care so we are looking at her utilities.

Her BT charge is currently 0ver £90 a month so I logged into her account (we have POA) and was unable to look or change anything as there was a outstanding order.

Got through to cistomer services and after a long frustrating call was told we wouldn't be able to change anyting or move provider (we are out of contract) until the DV order was completed.

This is all very frustating and we will incur the same £90 direct debit until the ordr is complete.

There is a month wait until the next appointment and means a lengthy commute to be able to attend an all morning or afternoon slot. Even then we will be tied  to BT until we get another provider sorted.

We no longer the landline byt would keep the minimum BB package.

Is there anything we can do ?

[gg30340]

The customer service department should be able to cancel the Digital Voice order. It may mean that you will lose the landline altogether but you should be able to keep your broadband.

Give them another call and insist that it is cancelled. If they will not do send an email to the BT CEO, you will get her email address with an Internet search, asking why this can not be done. She will not get the email but her Executive Team will and hopefully they will be able to resolve the issue. 

[licquorice]

Bear in mind removing the Digital Voice component will only reduce the bill by £3/m.

£90/m seems very excessive for broadband and landline

[Stanlee59]

I was on the phone to customer services yesterday, they were saying there was nothing they could do, next available appointment is 27th Feb.

[Stanlee59]

The online account was locked soI cant see how that breaks down, but it is excessive

[Stanlee59]

Fibre 1 with halo, £68.22/month

Unlimited mins and addon, £21.88

Rip off considering after DV they are offering £24.99

[licquorice]

You can remove the unlimited minutes yourself in MyBT, change the plan to PAYG.

[Stanlee59]

 

locked

Sorry we cant show your landline details at the moment

We’re just updating your details following your recent order, so please come back later.

[Ritu_D]

Hi @Stanlee59 

Thanks for reaching out here on the community. 
I appreciate you have already spoken with our team about this, but I'd recommend giving this another try as it's absolutely something our Guides should be able to help with.
Alternatively like @gg30340  mentioned, you can raise this directly with our dedicated complaints team, who will be able to review the full details of your case and ensure you get things resolved.

You can find the full details of our complaints process here:

Our complaints code of practice
Thanks 
Ritu

[imjolly]

@Stanlee59 

I see you have POA but have you actually registered that with BT to enable you to make changes?