After months of campaigning by groups representing vulnerable customers and MailOnline, BT has scrapped its timetable for switching all landline customers from traditional copper wire telephones to digital, internet-based services.
In a long-awaited move, the group, which is also responsible for renewable energy customers, has scrapped the industry’s previous schedule of completing the nationwide switchover by the end of next year.
Due to nationwide concerns about the impact of the move on elderly and vulnerable customers, many of whom rely on landline-based medical or security alerts, the telecommunications giant has now said it aims to complete the move by the end of January 2027.
BT and other leading telecoms providers such as Virgin and Sky were previously forced to pause the rollout of new digital systems after several cases of vulnerable people being isolated and unable to call for help during a power or internet outage.
Campaign group for older people in the UK, Silver Voices, told MailOnline the previous timetable was “ridiculous” – and that this 13-month extension was nothing more than a “symbolic concession”.
Now BT MailOnline has told MailOnline it is starting to roll out the new system again, but has accepted the original timetable is unsustainable – and has admitted it is already making “non-voluntary” changes.
It is not yet confirmed whether other telecommunications companies will follow suit.
BT says “future-proof, full fiber broadband” and a new digital phone line will be made available to all customers by the end of 2026, excluding those with only a landline package, those with Telecare alarms and customers with additional needs.
It is said that by the end of January 2027, all customers will have switched from copper cables to digital.
The company said it has plans to “increase involuntary migrations this summer for customers who do not consider themselves to be at risk or have additional needs.”
From spring 2025, migration will begin for vulnerable customers in local areas where data on these customers has been shared by telecare companies and local governments.
It’s unclear what will happen if companies and local authorities don’t share the data with BT – the company admits that so far only a quarter of respondents have indicated which phone lines are connected to Telecare (personal health) alarms.
This customer base is particularly at risk because, unlike traditional landlines with copper cables, digital services fail completely in the event of a power outage or internet outage.
Dennis Reed, CEO of Silver Voices, said: “We view this announcement by the telecommunications industry as a symbolic concession to take the controversy beyond the general election.”
“It is not possible to develop the necessary products in this additional year to fully protect vulnerable customers if they need to make an emergency call during a power outage.”
“The industry has not even defined what a vulnerable customer is and has no idea where many of them live.” Nor has the government agreed with the industry on who will bear the additional modernization costs.
“This program is in chaos and the government must come together to ensure the lives of vulnerable customers are not put at risk.”
MailOnline revealed earlier this year that it would take months for the government to agree with telecoms companies on who would be considered a “vulnerable” customer – and it is unclear whether that definition has been agreed given the resumption of migrations.
BT is understood to be offering battery-powered phones and hybrid models to all customers with “extra needs” to ensure they can still call for help in the event of a power or internet outage.
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The company is currently arranging technical appointments with all of these customers and says no at-risk customer will be moved without speaking to an advisor.
It also says a technician will personally ensure Telecare alarms – used by an estimated 1.8 million people in the UK – are working on the day customers are migrated to a digital system and that the migration will be reversed is done if this is not the case.
Howard Watson, chief security and networks officer at BT Group, said: “The urgency to move customers to digital services is growing by the day as 40-year-old analogue fixed-line technology becomes increasingly fragile.”
“It is critical to manage customer migrations from analog to digital as quickly and smoothly as possible, while making the necessary arrangements for customers with additional needs, including telecare users.”
“Our priority remains getting this done safely and the work we are doing with our colleagues, local authorities, telecare providers and key government organizations is vital.” But more needs to be done and we need everyone local authorities and telecare providers who provide us with the telephone lines where they know there is a telecare user.”
As migration resumes, pensioners living in retirement homes may face additional bills costing them hundreds of pounds as providers need to upgrade their telecare, fire and security alarm systems.
Industry body Retirement Housing Group, which represents senior housing operators in the UK, said earlier this month that its members could face bills running into tens of thousands of pounds to replace outdated systems with ones compatible with new technology.
Previously, a petition organized by Silver Voices and the Digital Poverty Alliance asking the government to review the current schedule received more than 11,000 signatures.