Separate line for Digital Voice

Have an elderly relative who is in a panic! BT sent a letter that changing to digital voice - she has a BT internet router on FTTC, so seemed straightforward that the phone would then plug into the back of that and same number would be used just through the Digital Voice voip...
However an engineer has phoned to advise that an order had been raised to provide a new pair of wires to the house - he had noticed there was already a line to the house so wanted to check why there was a new order (he could not see who had raised it!). Any ideas - do BTOR reprovision with a new line to the premises to just provide internet/digital voice?
thanks

No they don’t provision a new pair. Best to check with BT retail as to what has been ordered. It’s sounds like a mistake/mixup and someone has ordered another SOGEA service in addition to what is there.

When moving to Digital Voice, the existing line into the premises that carries the FTTC service is unchanged.

The only change is that the handset now plugs into the voice port on the Smart Hub rather than master/extension socket on the wall. The only thing that is connected to the master socket should be the FTTC router.

That's what the BT engineer thought as well ! Only other possibility is that as there is a monitored alarm, the alarm company may have organised a new line for that, but that seems unlikely as they'd have surely advised their customer!

In reply to a post by ConsumersFriend:

Have an elderly relative who is in a panic! BT sent a letter that changing to digital voice - she has a BT internet router on FTTC, so seemed straightforward that the phone would then plug into the back of that and same number would be used just through the Digital Voice voip...
However an engineer has phoned to advise that an order had been raised to provide a new pair of wires to the house - he had noticed there was already a line to the house so wanted to check why there was a new order (he could not see who had raised it!). Any ideas - do BTOR reprovision with a new line to the premises to just provide internet/digital voice?
thanks

Is it a bundled service e.g telephone and broadband on the same contract?

Yes, a combined BT phone & BT Internet on that one line

In reply to a post by ConsumersFriend:

Yes, a combined BT phone & BT Internet on that one line

Are you confirming its the same contract, forget how its presented for this question?

Now that I do not know! The phone line contract was renewed around August 2020, then it was noticed that broadband was separately with Plusnet & she phoned BT who added it internet to her package - but as you hint maybe that is a different "contract" technically...

Ah that is an added dimension that should be checked. Although the alarm management company should also definitely have non-PSTN communicator options available - if indeed that what transpires.

In reply to a post by ConsumersFriend:

Now that I do not know! The phone line contract was renewed around August 2020, then it was noticed that broadband was separately with Plusnet & she phoned BT who added it internet to her package - but as you hint maybe that is a different "contract" technically...

Worth getting someone to investigate with BT and alarm company as two lines both with a router at the premises end may turn out to be unnecessary and not cost effective.

No at present there is definitely the one line & one router - Plusnet were cancelled (old adsl) and BT activated FTTC on the line. The issue is the strange instruction for a new pair.