BT has delayed its move to axe traditional landlines for millions of customers.
The telecoms giant originally proposed that all of its customers would be migrated from copper landlines to digital phones by 2025.
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It’s part of BT’s Digital Voice Changeover plan and requires all households to have an internet connection.
But now the deadline for the switch has been delayed due to all companies pausing non-voluntary migrations.
Nearly all other landline customers in the UK, including Virgin Media O2, are due to make the switch.
BT’s original completion time in a year’s time is now unlikely due to concerns over putting vulnerable Brits at risk.
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The move comes as part of an industry-wide shift from analogue to digital landlines, where calls are made over a broadband line.
This will see the decades-old, analogue equipment replaced with more digital technology.
As of December 2023, as ordered by the Department for Science, Innovation, and Technology, all non-voluntary migrations have been halted temporarily.
This is due to concerns that some customer’s telecare service won’t continue to work.
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Around 1.8million customers who use health pendants – emergency alarms worn around the neck – are deemed vulnerable because in the case of a power cut, or if the internet fails, the gadgets may stop working.
A spokesperson for the department said: “Deciding timelines for its completion is a matter for providers, but we continue to engage with the industry to ensure vulnerable customers are protected throughout this process.
“We’ve already taken decisive action to get telecoms companies to agree to new measures to better protect vulnerable customers throughout this transition – including stopping telecare users from being switched over to a digital network until they have a compatible and functioning telecare solution in place.”
The national pause in the rollout means customers won’t get swapped unless they choose to.
This pause has in turn led to the date for all switches to take place being delayed.
Although an updated timeframe for the complete switch is yet to be confirmed.
A BT Group spokesperson said: “Along with other providers, our non-voluntary customer migrations are currently paused, and we’re committed to the Department for Science, Innovation and Technology’s Charter to protect vulnerable customers, following its publication in December 2023.
“The current pause will have an impact on the timing of the overall programme – but we are working to minimise any delays, as the switch to digital landlines is a necessity given the increasing fragility of the analogue landline network.”
The company said it is working closely with both the government and the industry regulator Ofcom to make sure the most vulnerable are protected.
Who is affected?
BT has, for now, adopted an “opt-in” approach to the switch, meaning that all non-voluntary migrations have been paused.
This includes households with:
- Customers with a healthcare pendant
- Customers who are over 70
- Customers who only use landlines
- Customers with no mobile signal
- Customers who have disclosed any additional needs
It means that no customers will get swapped until they choose to.
According to BT, these customers will be delayed from switching as work continues with stakeholder groups to build confidence in the new solutions it has.
Certain devices people use at home, such as care alarms, security alarms and fax machines may also be connected through your landline and could be affected by the switch.
If you have a device like this, it might need to be replaced or reconfigured to continue working once you move to a digital landline service.
According to regulator rules, your provider should tell you what you need to do if you have one of these devices.
This will include informing your alarm provider so they can make the necessary changes or tell you if your alarm will work with your new service.
Those who only rely on a landline phone service and don’t have access to a mobile phone must be offered a solution from their telecom provider to stay connected during power cuts.
This could include a mobile phone (if you have a signal), or a battery backup unit for your landline phone.
Ofcom says that these solutions must be provided free of charge to people who are dependent on their landline only.
But if you aren’t eligible for free support, your provider must signpost you to a retailer that stocks what you’ll need.
The company will be holding events in local areas in Wales in April to speak to customers about voluntarily swapping to the Digital Voice scheme.
The following regions are on the list for townhall events:
- Wales in April
- East Anglia in May
- North East in June
- Scotland in July
- South West in September
Which areas have already been moved over?
Households have been invited to make the switch to a digital service on a region-by-region basis.
The firm had already begun moving millions of households over.
Homes across the UK, including in Salisbury and Mildenhall moved in the summer of 2023.
Yorkshire and the Humber switched in August and those in Northern Ireland made the move in September.
Those in Greater London and the North West also began moving in November and December before the pause was introduced.
Before switching, everything that is connected to phone lines is reviewed such as door entry systems and alarms.
Customers who are ready and keen to make the switch to a digital landline can contact the telecom giant and do so at any given time.
BT launched its Digital Voice programme back in 2019, with the plan being deemed controversial.
For the vast majority of customers, the move to Digital Voice simply involves connecting a landline phone to a broadband router.
The firm said that more than 99% of handsets are compatible with BT’s digital home phone service.
Just under 10million lines still need to move to the new system before BT switches off the old analogue system for good.
Last year, BT revealed that any new customers will no longer be offered traditional phones.
On top of that, any existing customers who switch to a new BT deal will get a digital rather than traditional landline.
What if I’m not with BT?
BT has originally stated it would retire its dated landline system by December 2025.
This means other providers that use BT’s network would follow the same timescale, although now this has been pushed back.
Other companies with their own networks such as Virgin Media plan to follow a similar programme which will have its own timescale.
Virgin is making further improvements to the measures it has in place before the switchover restarts.
It has not yet confirmed when migrations will restart.
Other providers affected by the pause include Sky and TalkTalk.
To find out when you’ll need to take action, contact your own landline provider directly.
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