The trials and tribulations of being transferred to BT’S new digital system

Sir, – I am writing this letter to recount the experience we were put through by British Telecom, when they transferred us to the new “digital” system.

Our experience does not seem to be an exception, as we have discovered from an independent source.

During the renewal of our BT internet and landline contract process, we were told that we would be transferred to the new digital system that is being rolled-out UK wide.

It was explained the change was “easy” and the necessary equipment would be sent to us so it could be installed before the change took place.

The change was far from “easy”.

First, our landline was cut-off before the equipment arrived, meaning we were without a landline for three days.

Second, (we have very poor mobile reception) after eight hours trying to contact BT, by using the dedicated chat-line and a mobile that kept dropping-off, all we established was that the landline could not be reconnected and we would not be able to use it until the equipment was installed.

This proved to be incorrect information.

I finally managed to speak to someone who explained there was a very easy solution – disconnect our telephone from its wall socket and re-plug it into the back of the Home Hub.

Immediate reconnection!

When the equipment arrived, problems still continued.

Incoming calls were put straight through to the BT voice mail, so we could not answer them.

New dedicated hand-sets were not sent (these were later ordered for us) and for a period the outgoing line was permanently “engaged”, but we could receive incoming calls (this was eventually resolved).

Finally, this new system completely relies on a supply of electricity.

A “power-cut” means no landline, so be warned to keep your mobile handy and fully charged in case of an emergency.

Timothy Brain.

Fossoway,

Kinross.