BT is scrapping the deadline for switching to a digital landline due to concerns over vulnerabilities

BT has significantly delayed its plans to switch customers from traditional copper-based landlines to internet services, following concerns about the impact on vulnerable people. The switchover was initially expected to be completed by the end of 2025, but has now been postponed until the end of January 2027.

The decision comes after several incidents where telehealth equipment, crucial for almost two million UK residents who use personal alarms, stopped working during the transition. The first pause occurred late last year due to these critical issues.

Silver Voices, a campaign group for older people, expressed dissatisfaction with the revised timeline, calling it “a symbolic concession.” Dennis Reed, head of Silver Voices, said: “The delay is just over a year, which in our view is not long enough to provide sufficient safeguards to vulnerable customers. BT and other telecom companies have not even defined what a vulnerable customer is. We believe the January 2027 deadline is very premature.”

The controversy stems from the potential risk of disruptions to internet services, which can render landline telephones unusable, especially in rural areas where service is often interrupted. This poses a significant risk to customers who rely on personal alarms.

BT has introduced a range of improvements aimed at protecting vulnerable customers and those with additional needs. Howard Watson, BT’s head of security and networks, stressed the urgency of the switch due to the fragility of the 40-year-old analogue landline technology. “Managing customer migrations from analog to digital as quickly and smoothly as possible, while making the necessary accommodations for customers with additional needs, is critical,” Watson said.

To limit risks, BT plans to offer free battery backup units and hybrid phones that can use both broadband and mobile networks. However, some campaign groups argue that these solutions are still confusing. Elizabeth Anderson, head of Digital Poverty Alliance, pointed out the need for better communication about the changes. “For many older people or those who need a basic landline even if the power goes out, there is still a lot to be done to make it clear what the changes mean for them,” Anderson said. She also expressed concerns about who would bear the costs of new phones, battery packs and the necessary support for users to adapt to new systems.

BT’s digital voice switching plan requires all households to have an internet connection. It remains to be seen whether other telecom companies will follow BT’s revised schedule or take similar measures. The company’s commitment to protecting vulnerable customers will be critical in managing this important technology transition.