Forced migration to Digital Voice

[Grandadron]

Forced migration to Digital Voice Timeline

Mid March 2025

Notification received that my order delivery from BT was imminent. Contacted BT thinking it was a scam, was told that it was a new hub to enable switchover to digital voice and that everyone had to move to the new system. Told the BT employee that we were a vulnerable couple in our 80s, disabled with complex health issues, and asked what provision they were making to ensure we could make emergency calls in a power cut citing the charter that had been drawn up by all telecoms companies and Ofcom. After speaking to her Line Manager I was told not to worry the change over day would be changed to 31st March and I would receive either an emergency phone or a Back up unit and there would be no charge to us

A couple of days after the original changeover day, in the post we received a information pack.

31st March 2025

The re-arranged changeover day, promised equipment had not arrived and so phoned BT again, was told to install the new Hub anyway as the other equipment was on its way. Hub installed but found that our original phone worked but would not ring to signal incoming calls.

2nd April 2025

New phone installed as per instruction. After a short time had a dialling tone and was able to input some contacts into the memory despite a flickering digital screen, so left the phone to complete its charge .several hours later tried to use the phone it was dead no dialling tone, as it is now 52 hours later.

3rd April

Contacted BT again, firstly to report the problem with the new phone and secondly to complain about the sum of almost £84 added to my account as a service charge, was told the charge would be scrubbed and an engineer would be sent out to rectify the problem. A time slot of 2pm to 4pm was agreed for 4th April.

4th April 2025

Engineer didn’t call so another delay. Searching myBT found the engineers visit had been re scheduled for Monday 7th even though they had vacant time slot for Saturday 5th. So I took the earlier slot.

5 days without access to Emergency services is stressful. Any ideas what my next step should be if this issue is not resolved.

[jac_95]

Hi Grandadron,

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.

[Grandadron]

Many thanks, spent most of the week trying to serch various help pages but will check the links

[RIC9380]

@Grandadron 

Don't panic too much.  Hopefully the Engineer will attend and resolve your issues on Saturday.  If not, post back here for further support.  Fingers crossed etc 🙂

RIC9380

[Grandadron]

Thanks for the support much appreciated

[Grandadron]

Just a quick update, while waiting for engineer to call I checked on my Bt and found they were not coming today after all. Two broken promises now this week so back in touch once more. I used the live chat this time chat started at 8.50am, once again went through the time line of the saga was first told that they could find no record of engineer being booked and said the only booking was for Monday for a broadband fault. When I said my broadband was fine they said they had traced a fault the engineer had been sent out checked the outside connections and determined a fault with my equipment that would be resolved on Monday and my broadband would be working again. When I asked how I was able to contact them without a broadband connection the could not explain. 

Eventually after more questioning they decided that the engineer would call Monday and they were sending a new phone just in case the other new one is faulty. Live chat ended 11.30am. The saga continues. 

[Grandadron]

Just a quick update, the phone problem seems to be resolved, A casual conversation last evening suggested that i unplugged the power socket and phone line overnight then re connect this morning.  we now have a working phone. Thanks to this forum  i now know how to access hub manager, and also recognise the different dialling tones. Many thanks.