Migrating to Digital Voice

[Bomereboy]

Hi,

Since June 2025 I have had almost monthly emails saying my phone is being moved to Digital Voice. I check the order a few days later to find it has been closed with a message that the migration was "cancelled at your request". I chased this up months ago with BT but got nowhere with BT blaming Openreach and Openreach blaming BT.

My questions are, shouldn't these migration failures be flagged up automatically wth Openreach and do I just wait until I am the last person in the country not migrated, or should I be concerned? 

[WSH]

I had the same thing when I was moved over, three years ago.

One of the moderators on here stepped in and got things moving for me again.  I've flagged this for a mod to take a look, so we will have to wait and see.  Good luck.

[Bomereboy]

Thank you WSH, I've just had the latest email telling me I'll be migrated but I am sure that will fail also!

[Linzi_H · Accepted solution]

Hi @Bomereboy 

Welcome to the Community.

I'm sorry to hear that you're no further forward with things, and I know you'll be eager to get this sorted out. 

The best thing to do is contact the team directly, as we have no account access here to be able to review your specific query. 

If you remain dissatisfied with the response when speaking with us, I'd suggest opening a complaint with a Guide over the phone to get this resolved. 

Please let us know how you get on.

Linzi 

[Bomereboy]

Hi Linzi_H

I eventually migrated successfully about five weeks ago, phew.

I have an issue now with Multicall - I cannot turn it off. I only have older phones so cannot use the two calls at once feature but it is a nuisance as if I am on a call, another incoming call rings my other phones!

I contacted 150 and the Guide said she could not change it to single call, I needed to plug a BT DV phone into my hub and access the settings!!

Is this correct? Surely BT can access my hub remotely and change the setting?

Any help would be appreciated.

[gg30340]

BT will not access your BT Hub to make changes to your phone settings. 

See link how you make changes on Digital Voice 

https://www.bt.com/help/home-phone/manage-your-digital-voice-service

[Bomereboy]

Thank you for your reply but I do not have a BT Home Phone, hence I cannot access the Hub settings to change this!

You say "BT will not" access my hub to make changes BUT they must have when I moved to DV?

It seems very sharp practice to make customers buy a Home phone just to be able to adjust hub settings. Remember BT have forced customers to move to DV so surely they should supply a Home phone free of charge to manage settings.