Get ready to switch to DV

[Abemyboy54]

Got a letter from bt today headed "Get ready to switch to your new home phone service" and first line said "It's time to get ready to move to digital voice".  Also got, separately, a card advising me if my phone isn't near my home hub I need an adaptor.  The letter states I will be switched over within the next 30 days

So in an effort to be efficient I get on the bt.com/dvequipment as shown on the card and.......can't see anywhere where I can order an adaptor!  So, I text ADAPTOR to 61998 shown as the alternative way to order said adaptor.  Here's then what happened.

After texting I get a phone call in which the operative says "you requested a call back" .  "No I requested an adaptor"! "You can't get an adaptor until you've been migrated and there is no note that you have or are being migrated yet"

OK says I "who sends the note"? "The system will send the note and then you can apply for an adaptor once migration is programmed.  OK I'll wait for a further notification.

Then I get a text from bt, after I've spoken to the operative with an automated message saying I've requested a call back and the wait time is approx 10 minutes.

Ten minutes later I get an email from bt stating my service is now live and I'm good to go,  email includes an order number!!!

As I haven't placed any order for a new service I ring the Any Questions freephone number.  The operative there tells me there is an order on their system but there's nothing on it! I tell him to cancel the order as I don't want any confusion.  He reiterates there will be further communication when the migration is programmed.  So after two separate posted notifications, two phone calls and an email I'm nowhere nearer getting my adaptor and still have to wait for another notification!

Now from what I can gather if the dv service goes on line I probably won't have dialling tone on my house phone so, presumably, won't be able to call or text bt.  So if I miss the period where the service is being migrated I won't be able to order an adaptor!

I hope they don't migrate while I'm on holiday!!!!!

Get a  grip bt.  You're supposed to be a communications company!!!!!!!!

[jac_95]

Hi Abemyboy54,

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.

[licquorice]

Whilst it may not be convenient to have your phone plugged into the hub permanently, you can surely plug it in temporarily.

[WSH]

You can get a cheap phone for a tenner.  Leave one plugged into the hub.  One plugged into the wall.  Then you're covered whatever happens.

[Manatarms84]

I am sure you will be able to get an adapter at any point after the switch to digital voice.  You have a mobile so you would be able to get in contact with BT that way - but as others have said if needed the phone will plug into the back of the HUB on a temporary basis if needed

[Abemyboy54]

The point I was trying to make is that for a communications company they don't appear to be very good at communicating very clearly!  

[licquorice]

That has been the case for many years.