A 75-year-old woman from a Cambridgeshire village was left without a working landline or internet after switching to BT's Digital Voice service, raising concerns about the rollout of digital phone lines across the UK.
The woman, who lives alone and has a heart condition, agreed to the switch in January as part of a new contract. Following an engineer's visit last week, her phone and internet were cut off, leaving her unable to order shopping or manage finances. Mobile reception in her village is poor, and her Apple watch, intended for emergencies, may not function without a network.
BT repeatedly promised updates but failed to restore service until the case was escalated by a consumer champion. The company stated it had resolved the issue and would correct her bills as part of the complaint.
This incident highlights broader problems with the transition to digital landlines, which do not work during power outages. In December, the government instructed BT and other telecoms firms to stop forcing digital lines on elderly customers after similar issues. Households are often switched when signing new contracts, and those relying on landlines for emergency call systems should inform their provider.
