Vulnerable Customer with no phone service

[Stephstreet76]

My 92 year old disabled relative who lives alone and depends on her land line was disconnected when an engineer called on 8th August to install broadband and a digital phone. Despite many many calls to BT no date for connecting her is available. It is a very worrying situation and I have completely hit a brick wall in trying to get her service back on. They have refused to reconnect the old copper line which worked fine. How can I resolve this?

[imjolly]

is your relative registered here  https://www.bt.com/help/here-for-you

the openreach call on 8th august must have been pre arranged as they would not just show up

if moved to DV have you connected phone to green socket on back of the SH2?

[Lila]

Sadly you can't go back to the landline. They refuse to listen to customers and unfortunately unless others have experienced it, they will tell you that digital voice is just fine. Be aware, in a power cut there is no service and unless a mobile is kept fully charged at all times, and mobile coverage is excellent, there is no way to communicate. 

[Ali_A]

Hi @Stephstreet76 

Welcome to the BT Community

It sounds like you have been moved over to Digital Voice service. 
We 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.

Can I just check your relative's broadband is up and running? Digital Voice requires a working broadband service to connect. 

As long as the Broadband is working, the first step is to check the telephone is now connected in the back of the hub, rather than the telephone line sockets? 

If both of the above have been performed and there is still no telephone service, you may bee to contact Customer Service directly to check the Digital Voice service has been activated. 

If you 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

Ali