Digital voice

[Lally1]

I’ve been without a landline for 6 months, after numerous calls to BT and resetting digital voice numerous times as well as the hub I was at a loss at what next to do , I had no dial tone at all , today an engineer has hopefully fixed the problem by putting in a new router. Does anyone know how to claim compensation and is there a cap as to how much I should get. It’s been soul destroying as I’m disabled and just felt vulnerable without a landline as backup 

[jac_95]

Hi Lally1,

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.

[Linzi_H]

Hi @Lally1 

Welcome to the Community. 

I'm pleased to hear that the engineer has been able to get this all sorted out and working again. I can imagine this has been really frustrating for you too! 

Please reach out to our team directly so they can review everything that's happened, and they'll discuss the best next steps 👉 Contact BT, Call us or chat online.

Linzi 

[Lally1]

I’ve done an online chat, and made a complaint, . I’m still unsure whether I’ll get the compensation from September until now as it’s amounted to £1800 , I have to wait 30 days so we’ll see

[Peter_W]

Thanks for explaining there, @Lally1.

How were things left with you after you completed the chat with our team?
If you would like more information on our complaints process and how to escalate should you remain happy, you can find this in our complaints code of practice.

Peter

[Lally1]

I’m to wait 30 days , I’ve no idea on the amount I’ll receive 

[Peter_W]

@Lally1 Thanks for confirming that.

Please keep us posted on how things go, and if needs be the email address listed in the link I shared above will escalate this directly to our Executive Level complaints team.

Peter

[Lally1]

Many thanks it caused me so much anxiety, every time I phoned them they’d have me resetting the router and the phones , being disabled this absolutely exhausted me 

[Lally1]

As of yet no compensation,  

[Michael_D]

Thanks for coming back to us @Lally1 

Were you told by our team that compensation would be applied when you last spoke to them?

Have you had a bill created since the last discussion?

Michael