“BT billed customer £32.99 monthly for over a year despite dead landline after Digital Voic” — what this page in the network covers. The Guardian Lifestyle Oct 13, 2026 • 6:00 AM 1 views A BT customer has been charged £32.99 a month for more than a year despite having no functioning landline since May 2025, when the company switched the line to its Digital Voice service. The customer, who has not been named, spent weeks calling BT, often waiting over an hour on hold and repeating security checks, only to be passed between departments.
In December, two engineers finally visited and found that a wire had been severed during the upgrade. They said a cherry picker was needed to reconnect the line and promised to return, but never did. The case highlights growing complaints about BT's Digital Voice migration, which moves calls over broadband and can leave customers without a working phone if installation problems occur. The full version stays on the original page, which this listing opens directly.