BT becomes first firm to axe ‘ludicrous’ digital landline switchover deadline in win for campaigners – after vulnerable customers were left isolated and unable to call emergency services

BT has scrapped its timetable to move all landline customers from traditional copper wire phones to digital, internet-based services after months of campaigning by groups representing vulnerable customers and MailOnline.

In a long-awaited move the group, which is also responsible for EE customers, has abandoned the industry’s previous timeline of completing the national switchover by the end of  next year.

Following national concern about the impact of the switchover on elderly and vulnerable customers, many of whom rely on landline-based medical or security alarms, the telecoms giant has now said it is aiming to complete the transition by the end of January 2027.

BT and other leading telecoms providers such as Virgin and Sky were previously forced to pause the rollout of new digital systems after multiple cases of vulnerable people being left isolated and unable to call for help in the case of a power cut or internet outage.

Campaign group for Britain’s elderly Silver Voices told MailOnline the previous timetable was ‘ludicrous’ – and that this 13-month extension is nothing more than a ‘token concession’. 

Now BT has told MailOnline it is restarting its rollout of the new system, but has accepted its original timeline is not tenable – and has admitted it is already making ‘non-voluntary’ switchovers.

BT has unveiled a new package of support for vulnerable customers, who will not have their landlines changed until at least 2025

It has not yet been confirmed whether other telecoms firms will follow suit. 

BT says that ‘future-proof, full fibre broadband’ and a new digital phone line will be made available to all customers except those who have a landline only package, those with telecare alarms and customers with additional needs by the end of 2026.

It says all customers will have been transitioned from copper wires to digital by the end of January 2027.

The company said it has plans to ‘ramp up non-voluntary migrations for customers who do not identify as vulnerable or have additional needs’ this summer.

From spring 2025, it will begin migrations for customers who are vulnerable in local areas where data on these customers has been shared from telecare firms and local councils. 

It is unclear what will happen if companies and local authorities do not share the data with BT – with the firm admitting only a quarter have so far declared what phone lines are linked to telecare alarms (personal health alarms).

This customer base is particularly at risk because unlike traditional copper-wired  landlines, digital services will cut out completely in the case of a power cut  or internet outage. 

Dennis Reed, CEO of Silver Voices, said: ‘We regard this announcement by the Telecom industry as a token concession, designed to get the controversy past the General Election. 

‘It is not possible to develop the necessary products in this extra year to fully protect vulnerable customers if they need to make an emergency call when the power goes down. 

‘The Industry has not even defined what a vulnerable customer is, and has no idea where many of them live. Nor has the Government agreed with the industry who will pay the extra upgrading costs. 

BT now says all customers will have been transitioned from copper wires to digital by the end of January 2027

‘This programme is in chaos and the Government must knock heads together to ensure that the lives of vulnerable customers are not put at risk’ 

MailOnline revealed earlier this year that it would take months until government agreed with telecoms firms who is classed as a ‘vulnerable’ customer – and it is unclear if this definition has been agreed upon as migrations resume. 

It is understood BT is offering battery-powered phones and hybrid models to all customers with ‘additional needs’ to ensure they can continue to call for help if there is a power or internet outage.

The company is arranging engineering appointments with all such customers, and says no vulnerable customer will be switched without having spoken to an advisor. 

It also says an engineer will personally ensure telecare alarms – used by an estimated 1.8 million in Britain – are functional on the day customers are migrated to a digital system, and the migration will be reversed if they are not. 

Howard Watson, Chief Security and Networks Officer, BT Group, said: ‘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.’

As migrations resume, pensioners living in retirement homes may face additional bills costing them hundreds of pounds as providers face having to upgrade telecare, fire and safety alarm systems.

Industry body the Retirement Housing Group, which represents operators of retirement housing in the UK, said earlier this month its members face bills running into the tens of thousands of pounds to replace aging systems with ones that are compatible with the new technology. 

It comes after a petition organised by Silver Voices and the Digital Poverty Alliance for the government to review the current timetable gained more than 11,000 signatures.