BT has stopped offering traditional landline connections to most new customers, requiring them to plug phones into broadband routers as part of the transition to Digital Voice. The company aims to replace the copper wire system, in place since Victorian times, by 2025, with around 10 million households still to switch. Critics warn that digital phones fail during power or internet outages, leaving vulnerable users, particularly the elderly, at risk.
Silver Voices, a campaign group for older people, has reported a stream of complaints from members over 70 who were switched despite promises of voluntary moves. Director Dennis Reed said: 'We have had a continuous stream of emails from people saying they are dissatisfied with having been switched over, many of whom are over 70.' The group is calling for another pause in the rollout until issues are resolved.
Margaret Boden, 75, of Dromore, Northern Ireland, experienced phone failure during a power cut shortly after moving to a home with Digital Voice in 2021. She said: 'The problem is, where we live our mobile reception is very poor so when our Digital Voice phone goes down we can't rely on a mobile, which is a major worry for us.' Paul Andrews, 68, of Kent, managed to prevent his 94-year-old mother from being switched, citing vulnerability.
Consumer watchdog Which? noted that about one million voice-only customers may lack broadband access. Policy director Rocio Concha said: 'It’s essential that no-one gets left behind in the move away from traditional landlines.' Ofcom stated it expects phone companies to identify at-risk customers and provide necessary support. BT said it is committed to helping those with additional needs during the transition.
