BT has scrapped its timetable to switch all landline customers from traditional copper phones to digital internet 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 its previous industry timetable to complete the national switchover by the end of next year.
Following national concerns about the impact of the switch on elderly and vulnerable customers, many of whom rely on fixed medical or security alarms, the telecoms giant said it aims to complete the switch by the end of January 2027.
BT and other leading telecoms providers such as Virgin and Sky have previously been forced to suspend the roll-out of new digital systems after numerous incidents where vulnerable people were left isolated and unable to seek help in the event of power or internet outages.
Older people’s campaign group Silver Voices told MailOnline that the previous timetable was “ridiculous” – and that this 13-month extension was nothing more than a “symbolic concession”.
BT has now told MailOnline it is restarting the rollout of the new system, but has admitted its original timetable is not achievable – and admitted it is already making “involuntary” transitions.
It is not yet confirmed whether other telecommunications companies are following suit.
BT says that by the end of 2026, “future-proof fibre-optic broadband” and a new digital phone line will be available to all customers, except those with a landline-only package, those with remote service signaling and customers with additional needs until the end of 2026.
It says all customers will be switched from copper to digital by the end of January 2027.
The company said it plans to “increase involuntary migrations for customers who do not consider themselves vulnerable or have additional needs” this summer.
From spring 2025, the transfer of vulnerable customers in local areas where data about those customers has been shared by telecoms firms and local councils will begin.
It is not clear what will happen if companies and local authorities do not share the data with BT – the firm admitted that only a quarter have so far said which phone lines are connected to TV alarms (personal health alarms).
This customer base is at particular risk because, unlike traditional landlines with copper wires, digital services are completely cut off in the event of a power or internet outage.
Dennis Reed, CEO of Silver Voices, said: “We see this statement from the telecoms industry as a token concession aimed at keeping the controversy out of the general election.
“It is not possible to develop the necessary products in this extra year to fully protect vulnerable customers when they need to make an emergency call in the event of a power outage.
“The industry hasn’t even defined what a vulnerable customer is and doesn’t know where many of them live. The government has also not agreed with the industry who will pay the additional costs of the upgrade.
“This program is in chaos and the government must come together to ensure that the lives of vulnerable customers are not put at risk”
MailOnline revealed earlier this year that it would take months for the government to agree with telecoms firms who would be classed as a “vulnerable” customer – and it is unclear if that definition has been agreed when migration resumes.
It is understood that BT will offer battery-powered phones and hybrid models to all customers with “additional needs” to ensure they can continue to call for help in the event of a power or internet cut.
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The company is holding engineering meetings with all such customers and says no vulnerable customer will be switched without speaking with a consultant.
It also said that an engineer would personally ensure that teleservice signaling, which is used by an estimated 1.8 million people in Britain, is operational on the day customers go digital, and if it is not, the migration will be reversed.
Howard Watson, chief security and networks officer at BT Group, said: “The need for customers to switch to digital services is growing every day as 40-year-old analogue landline technology becomes more fragile.
“Managing the transition of customers from analogue to digital as quickly and smoothly as possible, while making the necessary provision for those customers with additional needs, including remote service users, is essential.
“Safety remains our priority and the work we do with our colleagues, local authorities, telecom providers and key government organizations is key. But more needs to be done and we need all local authorities and teleservice providers to share with us phone lines where they know there is a teleservice user.’
As the migration resumes, pensioners living in care homes could face extra bills costing them hundreds of pounds as providers have to upgrade teleservices, fire and security alarm systems.
The industry body Retirement Housing Group, which represents operators of aged care homes in the UK, said earlier this month its members were facing bills in the tens of thousands of pounds to replace old systems with systems compatible with the new technology.
It comes after a petition organized by Silver Voices and the Digital Poverty Alliance to get the government to review the current timetable gained more than 11,000 signatures.