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The switch to digital is underway for landlines with providers organising it for customers, but for one the process proved unexpectedly nerve wracking.
Aware of the inevitable change on its way and keen to know if a better deal was available, a couple of months ago Tony Brown took up the suggestion to shift from BT to EE, assuming it would be straightforward and especially as the two are part of the same business group.
Never having had a problem previously with BT he was taken back with then being landed with a £548.82 bill for “stopping services and the months left”, losing broadband and his home phone and other key extras such as Call Protect and access to TV channels.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on maisha.frost@express.co.uk
In all the month of May was stressful, he told Crusader. “Because services were stopped – something I never wanted or expected, I had to open a new EE email account with a new address. I’m hoping this won’t affect my credit record. Then I received another bill for £691, there were cancellations, but I was concerned if the demands were not checked I could have ended up overdrawn. I’ve had to return three lots of equipment or incur more charges.”
Tony says he spent many hours trying to sort the mix up and in an admission others would have sympathy with, he added: “I struggled with the hybrid connect equipment I was sent. I did get guidance from them over the phone but didn’t find it easy, I wished I was more technical. My landline is really important to me, I have a mobile but don’t use it much.”
Tony’s landline did work again after three weeks, but given the trouble he had had and his need for reassurance all would go smoothly from now on, Crusader outlined what went on to BT.
In a fast and fair reply it said: “We’re very sorry that [Tony’s] experience, when switching to EE, fell below the high standard of service we strive to provide our customers. We have refunded incorrect charges on his BT bill and provided a gesture of goodwill on his EE account to acknowledge what happened.” [Name has been changed]
“Thank you both BT and Crusader for taking up my cause,” Tony responded. “I wanted recognition of what I went through and have got that.”
Advance action can head off transfer woes
If you have a landline transferring from analogue to digital (calls made using the internet) it should go smoothly and could even be cheaper. But some advance preparation could help head off any glitches. Check with your provider how your landline works with any broadband connections you have. Make sure you have a compatible phone and router. Instead of your phone plugging into a wall socket, your phone will plug into a broadband router. Most customers will be moved by January 2027.
