Why is bt's rollout of digital voice such a disaster

[nednott · Accepted solution]

Final   update  .  Digital  voice  installed  and   working  on  9.4.24  ,   60 days  after   the  landline  was  cut .

On the  whole  I   am  satisfied  with  the   sound  quality  and  extra   facilities  of  DV  which are  superior  to  the   copper   landline .     I  am  dissatisfied   with   the  length  of   time  it   took  to  correct  the  problem  and  still  have   no  idea  why   it   took  so   long and   what  the  problem  actually  was .  Thanks  to  Matthew of  bt exec complaints  for  eventually  sorting  the   problem   out    but  it  would  be   preferable  if  the   lower   levels  of   the   complaints   process  were   more   efficient    and  problems  were  dealt with  more  transparently .

[MW8]

Yes, it appears that you won’t get anywhere until you eventually get through to BT executive complaints department and they start dealing with it, the same happened with my friend, until they started handling things, and even then it appeared that there was something desperately wrong somewhere in the background at BT.

[DC55]

Same with me. I lost my landline on 4 April and have spent many hours on my mobile to BT. The latest from BT - I might get my landline back by 7 May. This is an appalling way for BT to treat elderly customers and it seems the reason for this is because BT “forgot” to activate the contract on the date promised in an email. Thankfully, my broadband is now working fine (at the moment!)

[nednott]

I   wrote   a   letter   to   the   bt   complaints   dept  at   Sheffield  ,   which   seemed   to   get   the   executive   complaints  dept   involved .   There   is   a   mandatory   penalty   of  £ 6  per   day  to   BT   for   each   day   of   disrupted   service you  suffer.

[JohnRH]

I wholeheartedly agree with you and your original question was answered by sending you off to sort it out yourself. This is somewhat typical.

I have a neighbour whose father is in hospital, my neighbours mother has just been supplied with digital voice and simply cannot get it to work. This weekend he is going to have to make a long journey to visit her to try to resolve this. In the meantime she has had to get a mobile phone in order to talk to anyone.

Yes I agree that many people get it to work out of the box, this happened with my brother who had no problem at all but knowing others have no problem doesn't help you one little bit.

I hope you get this sorted.