BT Phone (Landline)

Markdavid1962

I am writing this for my daughter, as she has lost all faith in BT, she moved in to her first house in August 2021 and had BT installed TV, Broadband and Phone. The service has never worked well, the internet is intermittent but the phone initially worked but has never worked (no dial tone) since they upgraded to MY Digital Voice in January 2022. She has called numerous times and her account was locked as they created two accounts for her. They have kept on taking the money but she hasnt had a phone for 9 months, it has now got to the stage she does not want to call them.

I escalated this to the CEO via email and also via social media, an engineer came out today and the internet was down again, before she averaged 32mb download speed, today she is getting 46mb download speed. The phone line from the box in the street has been replaced and she now gets dial tone, the engineer left without testing it.

You can not make an outgoing call, yes you have dial tone but it does not connect. I have tried calling her and it rings in my ear then goes to voicemail but does not ring in the house..

Any suggestions, can I ask BT to refund her the £21pm for the phone or can she cancel the contract.

Thanks in advance

southsidergs

Although the phone service isn't working I'm not sure where you're getting the £21 pm figure from? If you're looking at line rental you won't get a full refund of it as the line is also rented for the broadband service

If she's been upgraded to digital voice a swell does she have digital voice handsets or a phone connected to the back of the smart hub 2?

iniltous

FWIW, BT ‘sell’ a broadband only product ( so no dialtone , no phone number , no incoming or outgoing calls , even to 999 ) , that is £5 a month cheaper than the same broadband with a phone service, so ( as already stated ) not having a ‘phone’ service doesn’t save anything like £21 per month, at the most it’s £5.
TBH , if the phone service is DV ( digital voice ) and broadband works then there really isn’t a reason why the phone shouldn’t also work , as it’s delivered over the broadband, presumably your daughter is using the BT SH2 ( router ) and the phone is plugged into the router and not the socket on the wall

Markdavid1962

Thanks for the advice especially about plugging the phone in to the Superhub, BT had not told her to do that.

The phone is working  - Thanks to Moneysavingexpert