The Delayed Switch from Copper-based Landlines to Internet-based Services by BT
BT has recently announced a significant delay in its plans to switch customers from traditional copper-based landlines to internet-based services. Originally targeted for completion by the end of 2025, the switch is now postponed until the end of January 2027. This decision comes in response to concerns about the impact on vulnerable individuals, particularly those reliant on telecare devices such as personal alarms.
Several incidents during the transition process highlighted the risk of outages in internet-based services, posing a threat to landline phones, especially in rural areas with unreliable connectivity. This raised alarms among campaign groups advocating for the rights of elderly and vulnerable customers. Silver Voices, a prominent organization representing elderly people, criticized the revised timeline as a mere “token concession.” Dennis Reed, head of Silver Voices, expressed dissatisfaction, stating that the delay is inadequate to ensure sufficient safeguards for vulnerable customers.
BT, however, has taken steps to address these concerns by implementing various improvements to protect vulnerable customers. Howard Watson, BT’s head of security and networks, emphasized the urgency of the switch due to the outdated nature of the current analogue landline technology. The company aims to provide solutions such as free battery backup units and hybrid phones capable of using both broadband and mobile networks to mitigate risks.
Despite these efforts, some campaign groups remain critical of the lack of clarity and communication surrounding the changes. Elizabeth Anderson, head of Digital Poverty Alliance, highlighted the need for better information dissemination to help older people and those with additional needs understand the implications of the switch. Concerns were also raised about the financial burden of acquiring new phones, battery packs, and adapting to new systems.
BT’s digital voice changeover plan mandates all households to have an internet connection, prompting questions about the readiness of customers and other telecom firms to embrace this transition. The company’s commitment to safeguarding vulnerable customers and ensuring a smooth migration process will be crucial in navigating this significant technological shift.
As the deadline for the switch is pushed back to 2027, stakeholders are closely monitoring BT’s progress and the industry’s response to these changes. It remains to be seen how effectively the company can balance the need for technological advancement with the protection of vulnerable customers.