Unlimited Call feature removal blocked on BT website

[arfurdent]

I have tried a number of times to cancel the Unlimited Calls feature on our landline account and downgrade it to Pay as You Go.

The BT website says I have an uncompleted order, but no such order exists.

Called Customer Services and the "guide" suggested it was to do wit FTTP rollout which is no due to happen in my area until next year. He suggested cancelling the broadband contract and moving to an EE SIM, I declined.

How do I get past this block to manage Landline Features?

[gg30340 · Accepted solution]

Call BT Billing 0330.1234.150 and hopefully this time you will get someone who knows their job rather than just try to sell you something and be able to clear the order if there is one from your account and allow you to change to pay as you go. 

If you do not get this resolved lodge a complaint with BT.

[arfurdent]

Thanks for that

Called and got someone helpful. Changes are blocked as Openreach are about to start pushing to convert me to Digital Voice. Contract renewal is due soon so will leave it until then

[arfurdent]

Made a complaint and eventually got a response saying it would be fixed in ten days, three weeks ago.

call back from person handling complaint keeps getting put back.

looks like it will only be resolved after my contract ends

[Leanne_T]

Morning @arfurdent 

Thanks for coming to the community. 

Have you had a call since you last posted on the community? If not, when is the call scheduled for from our complaints team? 

Thanks 🙂

Leanne. 

[arfurdent]

call due 20/1/26 sometime

[Leanne_T]

Hi @arfurdent 

Let me know how it goes after the call. 

I hope this is sorted soon for you. 

Leanne. 

[arfurdent]

Hi

Complaint advisor called this afternoon but no progress. Still unable to remove Unlimited Call feature or even look at upgrade / renewal quotes.

Advisor calling back tomorrow but does not know why I have not had a SMS saying issues resolved.

For reference the Complain ID is VOL013-

[mod edit: removed account/personal details from the forum]

[Leanne_T]

Hi @arfurdent 

Thanks for keeping us updated. 

The team and are the best people to help you get this investigated and let you know what is needed to get this sorted. 

I hope this is resolved soon for you and please let us know how it goes. 

Leanne.

[conrad]

When you are asked to migrate to digital voice you need to order it using a vol reference given to you. This means that an order is effectively placed on the system awaiting your confirmation. In your case it appears this order has already been pre-empted by Openreach but you haven't received any confirmation letters.

What this means is that because BT systems can only deal with a single order open at any one time  you cannot place any orders at all until the digital voice order is completed or somehow cancelled. Hopefully you get the letter soon and before contract renewal because that would be probably blocked as well.