Technicol error

I have been trying for some time to cancel my BT phone line but still keeping Broadband at least until contract is up, but keep getting told there is a Technical Error on my account and nothing can be done until this is resolved.
No matter how many times I phone them nothing seems to happen to resolve the issue. Can anyone point me in the right direction to resolve this.

Is your broadband FTTC or FTTP? What "BT Phone Line" are you trying to cancel - do you mean cancel the voice service itself? If it is the voice service is it delivered via Digital Voice (ie plugged into the router) or is it still plugged into the BT phone socket? Is your voice service still in contract along with the broadband (which is I think how BT do contracts most of the time)? For what reason do you want to cancel the "BT Phone Line"?

Sorry, lots of questions but it might help to get to an answer if we have more understanding of what you actually have.

FTTC. Digital Voice. Broadband contract runs to February 2026. I was told when Digital Voice was installed that no contract period exists apart for the 30 day notice period. BT phone line never used as mobile has unlimited minutes included and now that during a power cut the BT phone does not work at least without battery back up little point in paying for a service that's not used.

FTTC. Digital Voice. Broadband contract runs to February 2026. I was told when Digital Voice was installed that no contract period exists apart for the 30 day notice period. BT phone line never used as mobile has unlimited minutes

But the ‘ BT line’ is what makes the FTTC work.

Could it be that you are asking for the wrong thing ?

What you are asking for is a data only SOGEA service.

In reply to a post by Zarjaz:

Could it be that you are asking for the wrong thing ?

What you are asking for is a data only SOGEA service.

He has DV, therefore to all intents and purposes it is a SoGEA line in the engineering sense. However, I can quite see that it might not be in the commercial world

You don't want to cancel you BT Phone Line (as others say that is what is delivering your FTTC broadband), you want to cancel digital voice. The question though is how much you will save by doing so - chances are it will be a small amount unless you are paying for included minutes (especially as you only have 6 months left on the contract. There is conflicting information but some sites are saying there is no charge for digital voice and that it is included in the broadband contract - if that is the case there would be no financial benefit to cancelling it.

The OP previous post from March 2022 , so over 40 months ago , was posting of the apparent contradiction of paying £2 for PAYG calls with BT , it was pointed out the £2 was for the provision of a phone service not for the call plan , PAYG is ‘free’ unless a call is made , in other words standalone broadband would be £2 cheaper but have no incoming or outgoing , including an emergency calls service provided , in-fact no telephone number is allocated or any previous number is removed.

Edited by Iniltous (Thu 14-Aug-25 09:10:16)

Thank you Ian72 for your response. Yes it is Digital Voice I want to cancel. BT are charging me £3.43 a month on top of the broadband under the heading of PAYG. So paying £41 a year for something I don't use is a waste. None of this however sorts the problem that no changes can be made to my services until the Technical Error on my account is sorted

In reply to a post by corsa57:

Yes it is Digital Voice I want to cancel. BT are charging me £3.43 a month on top of the broadband

It is not clear whether your DV is part of your contract and can therefore only be cancelled with the whole contract [probably[incurring penalties] or if it is an add on not subject to a minimum contract term, which can be cancelled at will.

I don't think BT know either, because we are in the middle of a transition from the internet being a service carried on the phone line to the phone line being a service carried on the internet. In engineering terms, the fact that you have DV makes the answer quite clear, but in commercial terms, I don't think BT have really caught up yet.

You need to follow the BT complaints process if nobody is able to resolve the account issue