In August he tried to renew the contract but something went wrong. On September 7th her line died and is still out of service. To continue on the Essentials deal, BT wanted to check its financial suitability. Nothing had changed, but a mistake by either BT or the Department for Work and Pensions resulted in her monthly payments rising to £20. When I questioned this rise, the problems started and BT insisted on switching to the broadband based Digital Voice service. It’s been a month since he had a landline. Can you do anything as a vulnerable woman is left without a phone? TO, Buckinghamshire We have received several letters about BT as customers move to Digital Voice phone service ahead of copper switch-off in 2025. The mass rollout was halted in March after BT underestimated the disruption it would cause, but new sign-ups and customers renewing or upgrading contracts can get it if they want. Your mother’s account was mistakenly moved to Digital Voice and when the error was discovered it was her attempt to cancel it that resulted in her losing her service. BT says it is very sorry. We have not lived up to the high standards of service we strive to provide to all our customers. A BT home technology specialist has visited her to ensure her service is back up and we have provided compensation for the temporary loss of service.” Your mother has received £175 in compensation as well as a bunch of flowers. Glad to be on the other end of the phone once again, but describe your dealings with BT as ‘complete chaos’ from start to finish. We welcome letters but cannot respond individually. Email us at [email protected] or write to Consumer Champions, Money, the Guardian, 90 York Way, London N1 9GU. Include a daytime phone number. Submission and publication of all letters is subject to our terms and conditions
