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 .
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.
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.