A BT customer has been charged £32.99 monthly for a landline that has not worked since May 2025, when the company switched the service to Digital Voice.
The customer reports waiting weeks for support, with each call to BT involving at least an hour on hold and repeated security questions before being transferred between departments.
In December, two engineers were sent to investigate. They discovered that a wire had been severed during the Digital Voice upgrade. The engineers stated they would need a cherry picker to reconnect the wire to its original location and said they would return. They did not.
The customer has continued to be billed for the non-functioning service for more than a year following the initial switch in May 2025.