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VOIP Migration : British Gas Menu Issue

Joining in


A neighbour of mine who does not have the ability to raise this himself is having issues with the British Gas call menu system post the VOIP migration. Basically their system is not recognising the touchtone entries when he is entering them on the phone. This worked before on the analogue phone system and appears to work with the VOIP system on other companies phone menus. He is reluctant to use his mobile to do this as he is on an expensive payg tariff. 

So where does the issue lie here, Virgin or BG? If BG then does Virgin have leverage to discuss this issue with them? 


Rob Thomas


Forum Team
Forum Team

Thanks for your post on our Community Forums @welshblob, and I'm sorry to hear of this issue.

Bit of a strange one this! 

This may need to be raised with British Gas, as this is happening with their call centre only.

I would however advise that if the customer has access to a mobile phone, they should still be able to contact British Gas for free on 0800 072 8625.

Kindest regards,