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Message 1 of 8

Phone offer included in package not sent

Hi,

I recently signed up for a broadband and phone package which included a free phone offer. When I checked out the the order was emailed to me without the phone. I took several days to get through to someone via phone to sort it out. He told me to wait until my account was activated and it should show up. If not call back.

I received the equipment without the phone and the account has been activated but there is nothing about the phone and no way of contacting BT as it keeps ringing with no answer. Now I have the broadband but I do not have the offer that made me sign up for it in the first place. I feel like I've been missold and I don't understand the lack of any kind direct customer service. Now I need to look for a new provider as I don't think this will work for me it is very frustrating.

Can anyone help in regards to customer service as I am unsure what to do. The only option would be to cancel the service because if this is how it is as a new customer I'm assuming it will get worse. There are other issues as well but I don't feel comfortable using a public message board.

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Message 2 of 8

Re: Phone offer included in package not sent

did you get FTTP installed and with get digital voice?  You will something like this in you right home

ONT fttp_small_ont_2019.jpg

If so then phone FTTP TEAM 08005874787

you can connect an ordinary phone to the socket on back of hub maybe have to remove sticker for digital voice



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Message 3 of 8

Re: Phone offer included in package not sent

I'm not sure what you mean, I meant a landline handset. Of course a normal phone works but signed up expecting to receive a phone that was offered free as a part of the package. It is still available for new customers for then next day or two.

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Message 4 of 8

Re: Phone offer included in package not sent

The free handset is for customers who have the voice service provided by Digital Voice, are you a digital voice customer ?

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Message 5 of 8

Re: Phone offer included in package not sent

I am nnot sure what it means to be a digital voice customer but I don't think that is it.

I signed up for Fibre 2 and there was an offer of a custom package you could choose what you want in it. there as an offer of a phone. I'll add a screen grab.

 

I added it but it was not included in my order. The offer is still available to new customers now.bt offrer phone.png

 

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Message 6 of 8

Re: Phone offer included in package not sent

the free phone is for digital voice customers as it says in your post.  If you have digital voice then your existing phone will not work in the normal phone socket. If you can go to hub manager then is your phone number shown and not greyed out

at present digital voice is normally for people who get fibre to the premises



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Message 7 of 8

Re: Phone offer included in package not sent

I am confused what digital voice is, I can see that it is a phone that can be plugged into the home hub but it is included as a part of the package. I'd assume it was in addition to my current landline.

I wanted the phone for the features on it and I chose BT over another provider as it was added to the package. I have not received it and without customer services I am not sure if it suits my needs or not. I think I will keep trying to phone because I don't think this is helping and I don't think think the problem is resolved. I feel under pressure to say it is but it isn't.

 

Thanks for your help by the way.

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Message 8 of 8

Re: Phone offer included in package not sent

@newfor21is your service now live ? If so then how are you making your calls ? if the phone is connected to the wall socket then you do not have digital voice, in which case the free phone will not work.
It's for digital voice only where the phone connects directly to the Smart Hub 2 for your calls.

*Edit*


@newfor21wrote:

I'd assume it was in addition to my current landline.


It's instead of your current landline not an addition, traditional phones do not work with digital voice, so BT provide one free, it sounds like you don't have digital voice and why you don't have the digital voice phone.

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