digital voice PAYG charges

[simonriddler]

I was given a digital voice as BT decided to cut off my copper wire connection some time ago. I never use this but & see I am being charged £5.72 a month for calls PAYG. I am unable to query my bill on the website - it just takes me round & round. Any ideas to contact them , other than spending hours on my mobile answering nonsense like where my granny went on holday 30 years ago?

[jac_95]

Hi simonriddler,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also 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.

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

[imjolly]

the cost of calls on PAYG is same whether on fibre or copper connection

How much do BT calls cost per minute?

UK call charges

Calls to	Rates
UK* landlines	26.12pΔ/min
UK mobiles	Standard 26.12pΔ/min

it was not BT Retail who decided to stop calls on your copper line but openreach which has been covered in numerous posts on the forum if you use search

[rbz5416]

You now have to pay a fee for the ability to make PAYG calls, even if you don't make any. It was £5pm & what you're now being charged sounds about right after the March increase.

[licquorice]

Being pedantic, you are actually paying for the ability to receive calls. I.e a phone number.

[simonriddler]

Ok, I get that, although this wasn't made clear. As I don't use it, in fact it's never been plugged in, how do I cancel it?

[iniltous]

As stated you are not being charged for PAYG function , don’t make calls , there is no PAYG charge , that is free , what isn’t ‘ free ‘ is the telephony service attached to your broadband , if you want a broadband only service ( so no phone number allocated , no incoming calls , no free 0800 type calls , no 999 emergency calls , no option to make PAYG calls if you wanted to ) then an effective discount of £5 ( £5.72 ) on your broadband is available by removing telephony entirely, if you don’t make calls and don’t want to have a landline number others can call you on , ask for your service to be changed to broadband only .

[imjolly]

from other forum posts there is currently no facility that allows you to just cancel your ability to make/receive call without cancelling your existing broadband/phone contract and starting another broadband only contract.

the sooner BT get some system in place to allow customers to cancel phone facility while maintaining existing broadband contract the better and will save a lot of unhappy customers

[caravanj]

@simonriddler 

When you go with an energy supplier you pay for the gas & electricity & then you pay a standing charge for the infrastructure that brings you your gas & electricity even if you don't use any.

Your telephone service is exactly the same.

[simonriddler]

So how do I do this? I can't see any option to cancel on the webpage?