A customer has reported a persistent billing issue with BT, stating they have been charged for a landline service that has been inactive since May 2025. The disruption began following a mandatory switch to BT’s 'Digital Voice' service. According to the customer, the transition resulted in a total loss of service, which remained unaddressed despite repeated attempts to resolve the matter through BT’s customer support channels.

The customer describes a frustrating experience involving long wait times and being transferred between various departments. By December 2025, BT dispatched two engineers who identified that a wire had been severed during the initial upgrade process. The engineers reportedly informed the customer that specialized equipment, specifically a cherry picker, would be required to complete the repair. However, the customer states that the engineers never returned to finish the work.

Despite the lack of service, the customer claims that billing continued throughout the period. The situation is further complicated by the customer’s status on BT’s priority register, which is intended to provide additional support for vulnerable individuals. As of the latest report, the customer continues to pay for a service they cannot access, and the technical fault remains unrepaired. BT has not yet provided a public response to these specific allegations regarding the service failure or the billing practices involved.