A customer has reported a prolonged billing dispute with BT following a failed transition to the company's 'Digital Voice' service. According to the report, the landline service ceased functioning in May 2025 during the upgrade process. The customer states that subsequent attempts to resolve the issue involved extensive wait times on customer service calls and being transferred between various departments.

In December 2025, BT dispatched two engineers who identified that a wire had been severed during the initial upgrade. The engineers reportedly informed the customer that specialized equipment, specifically a cherry picker, would be required to complete the repair. However, the customer claims that the promised follow-up visit never occurred. Despite the lack of service, the customer reports that BT has continued to charge them for the landline. The customer also noted that they are listed on BT’s priority register due to serious health concerns, which adds urgency to the need for a reliable communication line. As of the report, the service remains disconnected and the billing issue persists.