BT delays switch off of all UK landlines amid alarm fears with new date set

BT has dramatically pushed back its target for moving all customers onto the new digital network, following ongoing concerns about vulnerable users who depend on landline-based personal alarms.

The telecoms giant, which also manages EE users, has ditched the previous industry goal of completing the nationwide switchover by the close of next year. Instead, the firm has now revealed plans to shift all users over by the end of January 2027.

Network providers including Openreach and CityFibre had already pledged to make certain that those dependent on telecare alarm systems emergency buttons that automatically summon emergency services when pressed via a user's landline are not left without a functioning device during the transition. Nearly two million folk in the UK use these alarm systems.

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Currently, the telecommunications sector is upgrading landline services to fresh digital technology via an internet connection, such as Voice over Internet Protocol (VoIP), Digital Voice or All-IP telephony. While telecare systems are compatible with digital landlines, issues can occur if there's a power outage or internet glitch, causing them to fail.

However, traditional copper phone lines generally continue to function even during power outages. In December, several telecom firms including Virgin Media O2 and BT agreed to hold off forcing customers onto the new digital telephone network following a series of "serious incidents" tied to the malfunctioning of personal telecare alarms, reports CornwallLive.

BT said its "revised" timetable followed the introduction of a series of improvements to the programme to better protect vulnerable customers and those with additional needs, including telecare users. It has, however, re-started switching "zero-use" landline customers who have a broadband connection to its Digital Voice landline service.

It said BT Consumer customers – except landline-only customers, those who use telecare or who have additional needs – would be contacted and offered the chance to switch to a digital landline provided over full-fibre broadband, where available. Howard Watson, chief security and networks officer at BT Group, said: "The urgency for switching customers onto digital services grows by the day because the 40-year-old analogue landline technology is increasingly fragile."

"Managing customer migrations from analogue to digital as quickly and smoothly as possible, while making the necessary provisions for those customers with additional needs, including telecare users, is critically important. Our priority remains doing this safely and the work we're doing with our peers, local authorities, telecare providers and key Government organisations is key. But more needs to be done and we need all local authorities and telecare providers to share with us the phone lines where they know there's a telecare user."

Which? director of policy and advocacy Rocio Concha 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."