BT urges customers not to ignore the switch to digital landlines

The UK’s old, unreliable Public Switched Telephone Network (PSTN) is being imminently retired as part of an industry-wide upgrade, set to be completed in January 2027. BT is stepping up efforts to remind Consumer customers why they shouldn’t ignore the move from analogue to digital landlines.

The PSTN runs on analogue copper infrastructure and has become increasingly unreliable. It no longer meets the connectivity standards expected in today’s digital age. Working closely with Government and Ofcom, the nationwide move to digital landlines is delivering a more reliable and resilient service fit for the future. Similar upgrades are already underway or complete in countries including Australia, Germany, France and the Netherlands.

BT has been raising awareness of the national switchover for more than three years, supported by local customer events, advertising campaigns and charity partnerships. The country has made good progress, and more than 95% of BT customers have already moved to a digital landline and are benefiting from a more reliable, secure and future-ready service. Now, with less than six months before the outdated landline network is phased out, we’re focused on moving the remaining minority of customers as soon as possible.

We’re urging anyone who is yet to switch to engage with us promptly to avoid the risk of service disruption. Taking a few minutes to review these communications and respond when needed helps ensure customers have the right solution for their needs and the switch goes as smoothly and safely as possible.

We’ll always get in touch in advance and explain what the switch means, what customers can expect and what action they need to take.

Stepping up for all our customers

While most customers respond to our communications and switch without any issues, a small number of customers have not engaged despite repeated attempts to contact them about their switchover.

We have been testing different ways to reach customers who have not responded to our communications. For example, in a recent controlled trial, we temporarily paused broadband service for a small group of customers who had not responded to multiple letters, emails, texts and calls over the last two years. We did this safely – keeping customers’ landline services running – and giving them notice in advance. The trial was a success: it prompted more than 80% of previously unresponsive customers to get in touch and take the steps needed for their switchover. In many cases, customers engaged after receiving advance warning of the upcoming broadband pause, which meant they completed the necessary steps and did not go on to experience a pause in their service.

We are now expanding this trial to include all customers who have not yet engaged, with clear warning and support throughout. The aim is to ensure customers continue to have access to their services after the switch. By encouraging customers who have not engaged with our communications to contact us, we can understand whether they need additional support and help avoid any disruption to their broadband services.

After all, responding to our communications as early as possible gives us the best opportunity to support customers and ensure their switch goes smoothly.

Whether customers have questions, concerns or want to understand what the switchover means for them, we are here to help and committed to supporting them every step of the way.

Support for customers who need extra help

We know that as well as their home phones, some households have additional services or equipment connected to their landline service. That could include telecare systems, health pendants, personal alarms or other devices that may need checking before the switch takes place.

Protecting customers who need extra help remains BT’s top priority. We have measures in place to make sure people with additional needs are identified and supported safely through the move to digital landlines.

This includes working closely with local authorities, telecare providers, charities and government through the PSTN Charter of Commitments. We also offer free in-home engineer visits for customers who need extra support, and backup power solutions to help customers make calls during power cuts.

Still need to make the switch? Three things customers should do

1. Read the information we send you by post or email, or respond to our calls

2. Contact us if we have asked you to get in touch, or if you have any questions

• This is especially important for customers who have telecare, a health pendant, personal alarm or another device attached to their landline

3. Confirm any appointments by our trusted partner Openreach, to help complete your switch.

If you’ve been contacted about moving to a digital landline and would like to find out more, visit www.bt.com/connected-together. If you have any questions and would like to speak to a member of our team, you can call us on 0330 1234 150.