BT is making a major change for millions of customers and they’ll be divided.
The telecoms giant is resuming its push to scrap traditional landline connections by 2025.
AlamyBT has resumed its push to scrap all transitional landline connections by 2025[/caption]
The move sees the replacement of traditional home phones with new digital phones, requiring all homes to have an internet connection.
BT launched its Digital Voice changeover plan back in 2019, but the switch was deemed controversial.
There were concerns from charities that elderly or vulnerable Brits could be left isolated by the move.
And an investigation highlighted that the move would leave thousands of vulnerable customers at risk of not being able to phone the emergency services during power outages.
These findings were reported to the communications regulator, Ofcom, and BT decided to temporarily halt the rollout of the scheme.
It comes after Caroline Abrahams, Age UK’s charity director told The Sun in 20219: “We are concerned the changes could make many elderly feel more isolated than they do already.
“Steps must also be taken to ensure the vulnerable do not become victims of any digital voice scams.”
Ofcom said at the time that millions of households didn’t have access to the internet.
The switch would mean that over 6million households would need to get either a broadband connection to be able to make digital calls with their landline or a new mobile phone.
However, BT has resumed the rollout this month after claiming that it has addressed charity and regulator concerns.
The telecoms giant will ensure that vulnerable and elderly households are kept connected by providing free handsets that switch between using broadband and mobile network signal during power cuts.
When will I have to switch?
From the summer, customers will be encouraged to make the switch to a digital service on a region-by-region basis.
The first three regions will be the East Midlands, Yorkshire & Humberside, and Northern Ireland, according to BT.
In addition, customers who are ready and keen to make the switch to a digital landline can also contact the telecom giant and do so at any given time.
Customers in the three regions above will be contacted at least four weeks before being upgraded, to help ensure that they’re ready to make the switch.
For the vast majority of customers, the move to Digital Voice simply involves connecting a landline phone to a BT broadband router.
The brand said that more than 99% of handsets are compatible with BT’s digital home phone service.
What if I’m vulnerable?
BT has told The Sun that for now it won’t be proactively switching customers who fall under a number of categories.
This included households with:
Customers with a healthcare pendantCustomers who are over 70Customers who only use landlinesCustomers with no mobile signalCustomers who have disclosed any additional needs
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 you 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.
What if I’m not with BT?
BT has taken the decision to retire its dated landline system by December 2025.
But this means other providers that use BT’s network must follow the same timescale.
Other companies with their own networks such as Virgin Media plan to follow a similar timescale.
To find out when you’ll need to take action, contact your own landline provider directly.