Frequently asked questions and important terms
Please take some time to read these terms and conditions. They provide important information about the service and any equipment we're providing you with. That includes how we may change the service, the agreement and the charges.
The most important parts of the terms and conditions are explained below.
1. What is BT Digital Voice?
Digital Voice is our new home phone service.
2. How does BT Digital Voice work?
Your home phone service is delivered over broadband with our Digital Voice product. You can use this service either by plugging your existing phones into the socket in the hub, or via a device that is paired to the hub.
3. What are the features of BT Digital Voice?
With Digital Voice you get top quality calls with HD Calling, together with all of the features you get today, like Call Protect and Voicemail.
4. What are the benefits of BT Digital Voice?
Digital Voice gives you the same reliability, trust and familiarity of your current home phone service. Plus new benefits such as crystal clear calls and the ability to block nuisance calls at the touch of a button. You can see a full list at bt.com/digital-voice
5. Which customers can get BT Digital Voice?
Customers with compatible broadband services are eligible to take our Digital Voice service, but not all broadband services will support it. To find out if you can have a Digital Voice service call 0800 800151.
6. Will I get any new equipment when I sign up to BT Digital Voice?
Not always. You might get a new hub if you need one. When you upgrade to Digital Voice, you’ll need to swap your current home phone to one of our new digital voice home phones. Or connect your existing phone to your hub (although this might limit functionality).
7. What should I do with my old hub?
You can return your old hub to us using the returns envelope sent with your new one, and we’ll recycle it for you. Or your local council recycling facility will take it off your hands.
8. Can I make calls on my home phone in the same way using Digital Voice?
Digital Voice only supports calling numbers where the full number is used. The same way that mobile phones work.
9. What happens to my Digital Voice service in the event of a power cut?
It won’t work, so you won’t be able to make or receive calls, including to the Emergency Organisations.
10. Are there any BT products available to help keep me connected in the event of a power cut?
You can buy our battery back-up unit (BBU) which will keep your phone line connected for up to an hour if there’s a power cut.
11. What about connecting alarm services to Digital Voice?
You must get agreement from the provider of your service (i.e. health care, burglar alarm) before connecting it to Digital Voice.
12. I am a Telecare customer. Can I use Digital Voice?
You can connect your Telecare alarm to the phone socket on your home hub. You must talk to your Telecare provider and check that they’re happy for you to do this.
13. I have a home alarm can I use Digital Voice?
You’ll need to talk to your alarm company to check whether their equipment will work alongside Digital Voice.
14. Are there any services that Digital Voice doesn’t support?
Our Digital Voice service doesn’t support services, where you route calls via another provider using a three digit number. You’ll have to contact the supplier of your service for alternate numbers.
Digital Voice doesn’t support Loop Disconnect Dialling - the old rotary dial phones, or phones that send clicks (instead of tones) when dialling.
More information about services which aren’t supported are at bt.com/digital-voice
15. The Digital Voice service is reliant on a working broadband service. You accept that you won’t do anything to obstruct our broadband service to you. This includes using a router, other than the one we gave you.
16. By taking our Digital Voice service, you accept that any existing home phone wiring, including your main phone socket, will no longer support your voice service. Any device that uses this wiring will need to be re-connected to the hub. This should only be done under the guidance of the provider of these services.
17. Your call history (i.e. the last 10 numbers dialled), is stored in your hub. We recommend that you delete this information before getting rid of it. You can do this by pressing the reset button on the back of your hub for 10 seconds. Alternatively, you can return your hub to us and we’ll dispose of it securely.
18. These terms and conditions apply in addition to the terms of your Home Phone and Broadband service (available at bt.com/legalstuff).