New package is unsuitable

[WBK2065]

I've arrived home after a spell abroad and my (almost) deaf, 91 year old father has had a new package installed that, he thought, was a landline and broadband, both of which he previously had with Sky. The saving was to be about £40pm so he went for it. He has had 'fibre' broadband (?) installed which is fine and a Pay As You Go telephone that he insists he never ordered. His original telephone and answering machine (with amplification to assist with his deafness) situated in the kitchen have both, bizarrely, been repositioned next to his bed without explanation and he can neither hear the new phone ring or any voice from the speaker. The engineer, who my dad described as delightful, never explained anything and left zero paperwork for us to check and he's now received a phone bill more than twice the price of his previous supplier. It appears BT are not keen to be called so can anyone help me unravel this as my dad lives alone and is almost uncontactable now.

[imjolly]

How did your father instigate the switch from SKY to BT was it by phoning BT or online using the new one touch switch facility.  I assume it was your father who made the change and not you.

[WSH]

Full fibre or part fibre?

In either case, with the shutdown of the old PSTN phone service from next January, the move to a new broadband supplier will have involved moving the phone as well.  (You can’t have them on two different suppliers now).

The phone will need to plug into the back of the router, rather than the old phone master socket, so might explain the move.

Without knowing the exact phone package, I can’t comment on the price.

[licquorice]

I'm confused, first you say he requested broadband and landline and then later you say he didn't want telephony.

He will have been moved to Digital Voice which means the phone needs to be plugged into the green socket on the hub now rather than the master socket previously.

[Ali_A]

Hi @WBK2065 

I can see you're getting some useful help from the members, however I'm just a bit concerned that you mentioned your elderly father hadn't ordered the landline, so I'd like to see if I can get someone to look into this for you. 

I'll send you a private message for more information. Can you have a look and get back to me when you can. 
You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

[garybs29]

I think the confusion could be he wanted unlimited mins not payg, the OP states payg after insisting not what wanted. Would explain the high bill too

[licquorice]

Good thinking, easily changed in MyBT.