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The UK telecoms regulator, Ofcom, has closed a compliance remediation process it had for broadband and phone provider BT, which reflected some weaknesses that the regulator found in the provider’s handling of vulnerable customers during the switch from analogue to digital (IP-based) phone services. Changes have now been made to fix this.
The switch-off on the old Public Switched Telephone Network (PSTN) is currently due to reach its conclusion on 31st January 2027. As a result broadband ISPs, phone, telecare providers, councils and consumers have been working to migrate everybody across (details). But the main focus of this remains on the people who use vital home telecare systems (e.g. elderly, disabled – vulnerable users), which aren’t always compatible with newer IP-based digital phone services (telecare providers were slow to adapt).
Ofcom has naturally been busy monitoring the wider industry’s compliance with this process and in February 2026 they raised some concerns over BT’s own migration programme, specifically an outbound calling campaign that the provider was using to migrate customers (i.e. where BT proactively contacts customers to help with the switch).