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Broadband and phone provider BT (EE) has today launched a new campaign with Moira Stuart, a well-known English TV presenter and broadcaster, to help raise awareness around the switch to digital landlines and the forthcoming deadline of 31st January 2027 for vulnerable users.
Just to recap. The big analogue phone switch-off was last year delayed to 31st January 2027 in order to give broadband ISPs, phone, telecare providers, councils and consumers more time to adapt (details). But the main focus of this delay was the 1.8 million UK people who use vital home telecare systems in the UK (e.g. elderly, disabled, and vulnerable people), which aren’t always compatible with digital phone services (i.e. telecare providers have been slow to adapt). Take note that for everybody else, the switching deadline is still technically Dec 2025.
The industry-led shift to digital phones is being driven by two major changes, including the looming retirement of copper lines in favour of full fibre (FTTP) broadband (inc. future exchange closures) and the fact that reliability of the old network is in decline (i.e. it’s becoming harder for operators to source parts and skills for older technologies). Not to mention that it is not economically feasible to maintain both the old and new networks side-by-side long term, particularly as users of the old network dwindle.
Both the past and present governments have already responded to these concerns by encouraging the industry to adopt various changes (here and here), such as by ensuring that no vulnerable customers are migrated by the major providers (e.g. BT, Virgin Media, Vodafone and Sky Broadband) until their telecare systems have been confirmed to work with the new digital phone service.
Several major telecommunications providers have also launched national awareness campaigns around the switchover (National Telecare Campaign), which is where BT’s latest effort with Moira Stuart comes into play. So far “almost” 3 million BT customers across the UK have already made the switch to their IP-based Digital Voice replacement for traditional landline phones.
BT is now in the process of kicking off a new targeted regional rollout this spring, which “prioritises vulnerable customers with tailored support and in-home assistance” to ensure a smooth switch to Digital Voice. The new campaign is thus designed to reassure customers that, for most, switching to a digital landline is simple – while also helping those with additional needs, or their loved ones, understand what support is available to them and how they can make the move with confidence.
Moira Stuart said:
“Like many people, I’ve relied on a landline for most of my life – so I was curious to understand what switching to Digital Voice really means.
I’ve learned that for most of us, it’s as easy as plugging your phone into your broadband router, and you’re good to go. It’s great to see how much BT is doing to support its customers through the change – and I know first-hand how important it can be to have that extra protection against scam calls.”
The new rollout for vulnerable customers, which will be supported by “free in-home visits from engineers and battery backup units” to keep them connected during power cuts (details), is expected to start ramping up from “late-Spring“.
Rollout schedule for vulnerable customers:
Spring 2025: East of England, Northern Ireland, Wales, Yorkshire & Humber
Summer 2025: East Midlands, London, North East England, Scotland
Autumn 2025: North West England, South East England, South West England, West Midlands
BT said they’re working closely with local authorities, telecare providers and community organisations to “deliver the right support, in the right places, at the right time“. For those without broadband, BT said they will provide a dedicated landline service, requiring no new equipment or engineer visit. This will ensure these customers can continue using their landline in the same way they do today until 2030.
The above reflects BT and Openreach’s launch of a new Pre-Digital Phone Line (PDPL) product (aka – SOTAP for Analogue). This essentially attempts to replicate how the old phone service worked, albeit over a more modern network (i.e. it does NOT require a broadband connection to function and or require battery backup). But this is only a temporary solution and it will only be available to vulnerable and edge use cases (inc. CNI) users on existing lines (not new customers) who would otherwise “face challenges” in migrating to IP based voice solutions by the deadline.
All of BT’s customers will receive at least four weeks’ notice before any change. Those who feel they need extra support are encouraged to register via BT’s Additional Needs webform. BT has the largest quantity of phone-only customers in the UK and so their approach is the most important one, but other major ISPs and phone providers must follow a similar approach.
