Digital Voice migration deadline pushed back to 2027

BT has announced it will extend the deadline for the migration to its Digital Voice phone service to 2027. 

It says the new timetable will give broadband providers, providers of landline-dependent telecare devices, and consumers more time to adapt to digital phone services. 

So far, the migration to digital phone services has focussed on those willing to take a digital landline but eventually everyone with a landline will eventually be migrated, including those who don’t have a broadband connection and those who rely on telecare devices. 

For more on digital landlines and what they mean for you, read our guide to Digital Voice.

What is happening with the Digital Voice rollout? 

The rollout of digital phone services generally has been fitful. BT’s service, called Digital Voice, has existed since 2018 but the migration from traditional landlines was paused in 2022 when storms affected people in rural areas – digital phone services don’t work in a power cut. It restarted last year on a region-by-region basis with a focus on voluntary migrations. 

An industry-wide pause to non-voluntary migrations to digital phone services was put in place in December 2023, triggered by concerns from the UK government about the impact on vulnerable customers.

In March of this year, BT and other providers like Sky, TalkTalk and Virgin Media, plus companies in charge of infrastructure such as Openreach and City Fibre, all agreed to a government charter committing to protect vulnerable customers, particularly those that own telecare devices.

In today’s announcement, BT has confirmed that extending the deadline for the migration will help ensure that those reliant on telecare devices will always have a solution in place. However, it has also said that local authorities and telecare providers have a key role to play to ensure providers are made aware of telecare users.

Rocio Concha, Which? Director of Policy and Advocacy said: 'Vulnerable people must be protected during BT's digital migration, including ensuring that telecare users and those who rely on their landline will always be able to contact emergency services when they need to.

'The transition to digital landlines is necessary and offers advantages but it's essential no one gets left behind. The government and Ofcom must be prepared to take tough action if firms fail to live up to their responsibilities to customers.'

What is Digital Voice and what does migration involve?

Digital Voice is the name of BT’s digital telephone service. In practice, you’re not likely to notice too many differences between it and a traditional landline but it works differently behind the scenes. 

Originally, BT and the UK’s other major telecoms providers planned to move all customers to digital phone services by the end of 2025 – but that’s now been revised to January 31 2027 for those that use the Openreach network.

Moving to a digital phone line will be straightforward for most, plus some will happily take the opportunity to forego a landline altogether. Many customers have already moved over to Digital Voice, particularly customers who have signed up to full fibre broadband services.

Rather than connecting via the copper phone network, Digital Voice works using a broadband connection. This might mean your phone needs to be plugged into your router (or a new socket) but for many there won’t be too many other noticeable changes. However, digital phone services become more complicated for people who have other devices that depend on their landline service – particularly health care devices, though burglar alarms may also be impacted.

Another key difference between digital phone services and traditional landline services is that, while you used to be able to depend on a landline if there was a power cut, broadband (and therefore digital phone services) won’t continue working if there is broadband outage or in a power cut – unless you have a special battery back up to use or a hybrid phone that can pick up a mobile phone signal. 

Ofcom, the telecoms regulator, has said providers are responsible for ensuring a back up solutions is in place for those who rely on their landline, so they can still access emergency services in the event of a power cut.

What are telecare devices and why is there concern?

As well as classic landlines, the copper phone network also supports thousands of personal alarms and home-monitoring systems that allow disabled people and those who are older or have health problems to access help if they need it. There are thought to be 1.8 million people using these telecare systems in the UK.

From personal alarms that are operated by the individual, should they need to call for help, to sophisticated activity-monitoring systems that alert a call centre when sensors in the home detect potential problems, there’s a wide range of telecare devices available. Some telecare devices are issued via local authorities, while others are available via private providers. 

Given that telecare users can rely on their devices to access emergency services in a crisis, it’s absolutely essential that they remain functional no matter what type of phone service they use in the background. That's why it's key that all providers work together through the migration to digital phone services.

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