A BT customer has been charged £32.99 monthly for a landline that has been non-functional since May 2025, following a switch to Digital Voice. Despite multiple calls and an engineer visit that identified a severed wire, the issue remained unresolved for months, leading to frustration and financial loss for the customer.
After escalating the matter, the customer received a compensation offer of £689 for the service disruption and mishandling of complaints. The landline was finally activated in September, but the experience highlights ongoing service challenges faced by BT customers.