BT teams up with Moira Stuart to announce enhanced support for vulnerable customers moving to Digital Voice

• BT launches new campaign with broadcaster Moira Stuart to raise awareness of the switch to digital landlines.
• Targeted regional rollout this spring, prioritises vulnerable customers with tailored support and in-home assistance to ensure a smooth switch to Digital Voice.
• Digital Voice includes built-in scam blocking features – every day it blocks 17,000 scam calls and flags over 158,000 as suspected nuisance calls.
• As the UK’s leading broadband provider, BT remain committed to supporting every household with all they need for a connected future.

BT has launched a new campaign with legendary broadcaster Moira Stuart to raise awareness of the UK’s move from analogue to digital landlines – and to spotlight the help available for customers who may need extra support.

With the full switch to digital landlines due by January 2027, BT is ramping up the rollout of Digital Voice – its new home phone service delivered over broadband, offering crystal-clear calls and built-in protection against scam and nuisance calls. Almost three million customers across the UK have already made the switch to Digital Voice, helping to future-proof their communications and ensure they’re ready for a more connected, digital future.

Helping the Nation Make the Switch – with Moira Stuart

The new campaign is 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.

As someone who has personal experience of scam calls, Moira Stuart is also highlighting how Digital Voice features like Enhanced Call Protect – which blocks over 17,000 scam calls every day – can offer extra peace of mind, particularly for older or more vulnerable people.

“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,” said Moira.

“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.”

During the campaign, Moira visited Mr. and Mrs. Mitchell, BT customers in their 80s from Boston, Lincolnshire, who recently made the switch. Initially apprehensive about the change, they shared how straightforward the process turned out to be, offering a reassuring perspective for others who may feel uncertain about the transition.

“We were a bit unsure how to make the switch at first, so we got in contact with BT, who arranged an engineer to come to our home and help us switch over,” said Mrs. Mitchell. “He was finished in no time at all and everything worked straight away – no fuss at all.  It’s good to know Digital Voice can help block scam calls too.”

Regional rollout for vulnerable customers

Recognising that some customers may require additional support, BT’s latest regional rollout is focused on ensuring help is available for those who need it most. From late-spring, vulnerable customers will begin making the switch to Digital Voice, supported by free in-home visits from engineers and battery backup units to keep them connected during power cuts.

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 is 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 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 switch to digital landlines is a once-in-a-generation change,” said Lucy Baker, All-IP Director at BT Group. “Continuing with our regional approach means we can give vulnerable customers the time and support they need – so no one is left behind. It’s vital that everyone has the opportunity to benefit from more reliable, secure technology and is equipped for the increasingly connected world we’re moving towards.”

Get ready for the switch

For most households, the switch to Digital Voice is as easy as plugging a phone into the broadband router instead of the wall socket. Over 99% of handsets already work with Digital Voice.

All 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.

As part of its Connected Together initiative, BT is also calling on friends and family members – particularly those supporting elderly or vulnerable relatives – to help their loved ones through the switchover and ensure they stay confidently connected.

To learn more or request support for yourself or a loved one, visit bt.com/connected-together or call BT’s customer care team.

BT Group is the UK’s leading provider of fixed and mobile telecommunications and related secure digital products, solutions and services. We also provide managed telecommunications, security and network & IT infrastructure services to customers across 180 countries.

BT Group consists of three customer-facing units: Consumer serves individuals and families in the UK; Business covers companies and public services in the UK and internationally; Openreach is an independently governed, wholly owned subsidiary wholesaling fixed access infrastructure services to its customers - over 700 communications providers across the UK.

British Telecommunications plc is a wholly owned subsidiary of BT Group plc and encompasses virtually all businesses and assets of the BT Group. BT Group plc is listed on the London Stock Exchange.

For more information, visit www.bt.com/about