The good news is the landline is here to stay, but the old and increasingly fragile analogue technology which has supported phone and broadband services for decades is being retired and switched off.

This industry-wide change will see the rollout of digital landlines across the UK, and by the end of January 2027, the vast majority of customers will make calls over a broadband line.

BT is taking steps to help deliver this necessary upgrade to provide a landline service that is fit for the future.

Digital Voice is BT’s new home phone service, powered by your broadband connection, with the ability to prevent the majority of scam calls.

For most customers, the move to Digital Voice is as simple as connecting your home phone handset to a router rather than the phone socket on the wall.

Raising awareness region-by-region

BT is raising awareness about the switch to Digital Voice on a region-by-region basis, to help customers understand the simple steps required to make the move.

The regional campaign is being supported by local general awareness communications, local events and advertising campaigns.

Customers can find out more about BT’s Digital Voice events through its website at www.bt.com/digital-voice.

Supporting customers every step of the way

Customers who identify as vulnerable, have additional needs or who use a telecare alarm system will not be switched until spring 2025 at the earliest. This allows time for data sharing agreements with local authorities or telecare companies to be in place and in-home support for telecare users to become available.

All local authorities and telecare providers have been asked to share which phone lines have telecare devices on them, and BT is encouraging any vulnerable customers who have concerns or who haven’t told BT about their circumstances to get in touch on 0330 1234 150.

BT continues to work with local authorities, the telecare industry and government bodies to ensure vulnerable customers are identified and the necessary steps are taken to support them to make the upgrade in the future.

BT is instead initially focusing on switching customers who have not used their landline over the last 12 months. Customers who are ready to switch will be contacted at least four weeks in advance, to ensure they are ready to move to a digital landline.

For customers who don’t use broadband, BT plans to offer a dedicated landline service from autumn 2024, which will allow them to use their landline in the same way they do today until a solution becomes available (or by 2030 – whichever comes first).

BT is committed to providing customers with a great experience and supporting them every step of the way. Together with government, Ofcom, telecoms providers, charity partners and key industry groups, BT is working hard to ensure that everyone knows about the change, how they will be impacted and what they need to do as a result.

For more information about Digital Voice, visit: www.bt.com/digital-voice