BT has pushed back its deadline to move all customers onto the new digital network, following ongoing concerns about vulnerable customers who depend on landline-based personal alarms.
The group, which also caters to EE customers, has scrapped the industry's previous target of completing the national switchover by the end of next year. Instead, it now plans to have transferred all customers by January 2027.
Network operators including Openreach and CityFibre had already pledged to ensure that those who rely on telecare alarm systems emergency buttons that automatically dial emergency services via a user's landline are not left without a functioning device during the migration. Almost two million people in the UK use these alarms.
The telecoms industry is currently upgrading landline services to new digital technology using an internet connection, such as Voice over Internet Protocol (VoIP), Digital Voice or All-IP telephony. While telecare systems do work with digital landlines, they can fail during a power cut or internet drop-out, whereas copper phone lines typically continue to function even during power cuts.
In December, telecoms firms including Virgin Media O2 and BT agreed to halt forcing customers onto the new digital phone network after several "serious incidents" involving the failure of personal telecare alarms. BT has announced a "revised" timetable, which includes a host of improvements aimed at better safeguarding vulnerable customers and those with additional needs, such as telecare users.
The company has also resumed the process of switching "zero-use" landline customers who have broadband to its Digital Voice service. BT Consumer customers, excluding those with only a landline, telecare users, or those with additional needs, will be approached to switch to a digital landline that operates over full fibre broadband where it's available.
Howard Watson, BT Group's chief security and networks officer, emphasized the critical nature of the transition: "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 expressed concerns, 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."
She further emphasized the importance of the transition, adding: "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."