Charity welcomes delay in BT digital telephone switchover

Concerns were raised about the impact of the switchover on vulnerable people

A charity has welcomed a decision by BT to delay its rollout of digital phone lines.

The phone company had planned to replace all traditional, copper telephone lines with internet connections by the end of 2025.

But it has now pushed the deadline back until January 2027 following concerns about its impact on vulnerable people.

Ann Donkin, the interim chief executive of Age UK Norfolk, said: “There's a long way to go in terms of getting a universal level of confidence in this new system.”

The new digital landlines could stop working in a power cut

In November 2017, BT announced it was going to retire its analogue telephone networks.

It was part of an industry-wide upgrade of landline services to new digital technology using an internet connection.

It was said the new digital phone lines would allow clearer and better quality phone calls.

But the digital landlines will not work in a power cut, which led to concerns that older or vulnerable people could be isolated, particularly if they rely on care alarms which use traditional phone connections.

Ann Donkin, the interim chief executive of Age UK Norfolk, has welcomed the decision

Miss Donkin said: “Something's gone badly wrong in the conversation somewhere between the technology companies relating to the impact of this rollout on people who use telecare.

“Some of these things should have been thought about and addressed before the rollout programme and the deadline was set.

“So 2027 sounds far more realistic to me.”

The switch was paused at the end of last year after several incidents where telecare devices stopped working.

Nearly two million people in the UK use personal alarms which rely on landlines.

In a statement on Monday, BT confirmed it was revising its timetable for the rollout of the new digital phone lines.

Rebecca Trezise hopes BT will use the extra time to understand how the digital switchover will affect people.

Rebecca Trezise is the operations manager at Briarcare Norfolk, which offers care for older people living in their own homes.

She hopes BT will complete impact assessments to understand how the digital switchover will affect people, particularly in rural communities.

“To the older generation, the phone line is a lifeline, “ she said. “With all the confusion around the digital switchover, they really do feel cut off.

“We are conscious of people who are barely surviving in their own homes and if they are just left without any support, it’s another thing that would cause them anxiety.”

'Urgency grows by the day'

BT plans to continue its rollout of digital phone lines for standard customers this summer.

In spring 2025, the firm plans to contact customers who consider themselves to be vulnerable about the switch, in areas where support for telecare users is available.

In a statement, Howard Watson, the chief security and networks officer at BT Group, said: “The urgency for switching customers onto digital services grows by the day because the 40-year-old analogue landline technology is increasingly fragile.

“Our priority remains doing this safely and the work we’re doing with our peers, local authorities, telecare providers and key government organisations is key.”