Is this email genuinely from BT?

[licquorice]

There will be no visit by anyone to simply convert you to Digital Voice.

It is just a case of unplugging your phone from the current phone socket and plugging it into your Hub instead.

An engineer visit will be required if you move to full fibre however.

[ChesterDrawers]

Hello   I received the same email on 7th November regarding the imminent switch to Digital voice. Again an account number not matching mine. Postal mail was also received regarding this matter. Also when I check if digital voice is available on the post code it is.   I  have checked the track order section and its now showing a full order for Digital Voice on 15th Nov with pending dispatch of Smart hub 2 and engineer visit ( only needed for full fibre)  

    So i would suggest the email is genuine if you can see some details in  the track order section

Peter 

[Jane2018]

I have not been moved as yet. There was a BT session locally today and apparently there were queues of old people out the door ( we are "God's waiting room" where I live in outer London). I have not had that email. I am going to do nothing until forced as am dreading it all going wrong particularly such as common issues like some landlines to landline numbers and calls from abroad not getting through to my two landline numbers but perhaps I will be pleasantly surprised once we get the two new hubs ( we have old hubs) and reset them and change passwords and all the huge amounts of time we will have to make for what will probably be a worse service.

[Jellicle]

Update. We have just received a letter from BT so the email was genuine. I do think they could consider how to send out emails which don't look like spam.

I have just looked again in my orders and the migration to Digital Voice is now showing for later in January. It says that they are awaiting our equipment and then an engineer will make an appointment. 

Like you, @Jane2018 , I am apprehensive, as our very elderly, vulnerable neighbour had endless trouble and was left without a functioning phone service. Thanks to advice from this community I was able to point her daughter  to sources of help and we did what we could to support her. I'm hoping that with more experience in migrating, the process may be less hassle than she had.

Thank you all for taking the time to respond to my question.

[iniltous]

Just for clarity, the migration to DV ( digital voice ) doesn’t need an engineer visit , you just connect your phone  to the router , ( not the wall socket )  , a suitable BT SH2 router is supplied if the router  you have doesn’t have a phone port , the reason for the engineer visit  is for FTTP  , basically the opportunity is being taken to convert your existing copper line from FTTC to FTTP ( to full fibre ) , at the same time as the migration to DV . 

So , ( for arguments sake ) if your service is from a telegraph pole , a new optical cable from the pole to your house is fitted , a CSP ( external block on the wall ) and an ONT ( internal mains powered box on the inside of the house ) are fitted and the router connects to the new ONT , your phone connects to the router and the copper dropwire from the pole is removed …..this conversion to FTTP at the same time as migration to DV is a relatively new program, previously the migration to DV didn’t come with a conversion to FTTP , you remained on the FTTC connection .

[Monkey30]

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So are they charging more for this move to full fibre? Are they moving you to a new contract? My mum has had an email with an appointment but when you call customer service you get several rounds of automated service and then get told to hang up they have sent you an email, if I wanted an email I would have emailed! Why is it so hard to speak to someone, my mum is in her 70’s and will agree to it not knowing what she has agreed to! I’m about ready to leave BT as their customer service has really gone down hill since becoming part of EE, I’m not a fan of EE anyway as when my dad died mum went into the shop to sort his phone, they called customer service the member of staff told the call centre 3 times he had passed away then when they spoke to my mum they asked if he was with her, she put the phone on the desk and walked out crying! 

[licquorice]

For a given package, the price is the same regardless of how it is delivered. There is no charge for the actual change to fibre.

[iniltous]

Moving to DV is not a contractual change , it’s merely a change in the way the service is delivered , so there is no extended contract , the existing date ( if there is one ) remains as far as minimum term , any BT/Openreach offer to convert to FTTP is in the same vein, not a contractual change , also thus it  is an offer , it’s not compulsory to accept it , but long term FTTP is going to be the only method to deliver services, any refusal to take FTTP now can only be short term , there will be a point where it’s FTTP or nothing , but for now there will be some with genuine reasons to refuse an upgrade to FTTP from copper , a tennant in a rented property unable to get the landlord to agree to any changes is an example , but you don’t need to supply a reason , just say it’s not wanted , that is enough……..but for many  , given the usual complaints about lack of FTTP availability, you would think taking this free upgrade will be gratefully accepted 

[Monkey30]

If it’s free then I am happy and will let her know, just that mum stresses about dealing with people and that she might be paying out more as she is on a pension but then when faced with someone from a company asking her she won’t ask the questions she will just agree and panic after, she also tends to give me minimum information so I don’t know what is going on but wants me to check it is all ok lol! Thank you I will let her know it’s all ok!