Just a phone service (now digital) and BT's desktop PC website

[BarkingMadBarking]

My MiL's home phone only service was moved to DV at the end of June. This all happened at the exchange. There was a stuck order (believed to be related to the migration) placed on 8 June, and it finally timed out around 18 Sept. Attempts to close it down earlier failed.

Since the order was placed, the BT website has been showing less than usual.

The account number on the top RHS has "(Inactive)" following the account number. 

The menu option on the top LHS only show "My BT", "Your bills and usage". Before the migration there were also options for "Your products", "Your security" (where received calls were visible), "Your details". 

Scrolling further down the page it says for "Home Phone" that there is "no active Home phone package found".

To my untrained eye, it looks like the account doesn't know about the active home phone service and it is showing as inactive and thus all the menu options are not available. 

I'm in contact with the Exec Team (4th person chatting to me) but I'm loosing the will to live. The BT Exec Team has suggested there are issues with the BT website and the new standalone DV product. The BT Exec Team say they cannot make changes to the account. This suggests something is wrong but BT seem unable to fix it.

Has anyone else had a home phone only service moved to DV and if so is your BT web still OK?

The billing is fine - just the web interface. 

Thank you

[iniltous]

Being a pedant, the phone ‘line’ wasn’t moved to BT DV because they never had a BT broadband service to host BTDV , what they now have is a PDPL (pre digital phone line ) these are also apparently known as a ‘home phone standard’  , presumably that is the difference between what BTwholesale  call the product they sell to BT Consumer , and what BT Consumer call it when they then sell it onto to its customers …this short term transitional product has less online account management functionality , being a cut down service to just to get customers who don’t have BT broadband off the soon to be retired PSTN (publicly switched telephone network) so don’t expect the same level of on line management.

[chrisjp]

You don't actually say so, but I presume your MiL's phone is actually working OK - and able to make and receive calls?

If so, and since billing is also working OK (is she receiving paper bills?), it's probably not worth worrying too much about lack of content on the web access to the account. After all, standalone phone lines existed perfectly well long before web access of any kind was possible!

[Manatarms84]

As this is a customer forum I would suggest you are not going to get any more information here than you would do from the executive team - you can either accept their response or ask to take it to the ombudsman with the production of a deadlock letter - however not sure what different solution they would be able to provide.

 

[BarkingMadBarking]

@iniltous It may well have less online account management functionality and if so, I would have hoped that someone in BT would have been able to communicate this to me. As they said in the past, "It's good to talk"

@chrisjp Yes, MiL's phone is working ok, and we have online bills. @iniltous has said, this product for phone and no broadband customers is relatively new and intended as a stop gap. The market will naturally dwindle as time marches on. MiL is 90+ and memory issues leads to misdialled calls and having access to "received calls" through the portal helped the daughters keep her safe.

@Manatarms84 My post was to see if MiL was the only person with this problem or whether other phone only customers see the same

Thank you everyone.

[iniltous]

As far as hoping administrative staff would have a decent knowledge of technical solutions to these kind of things , that’s a fair point , but unlike pretty much every other business (including every other telecommunications company) BT Consumer admin staff can’t simply pick up the phone and call the ‘engineers’ to get an explanation of these niche products and then pass that information on , thats the way Ofcom insists BT is ran (with barriers between the component parts of BT Group )