Making the Shift to Digital Telephones
- Sep 5
- 3 min read
Updated: Sep 10
BT has launched a new campaign with broadcaster Moira Stuart to raise awareness of the UK's move from analogue to digital landlines. The full switch to digital landlines is due to be completed in January 2027.
BT is ramping up the rollout of Digital Voice – its new home phone service delivered over broadband, promising crystal-clear calls and built-in protection against scam and nuisance calls. According to a BT spokesperson, every day it blocks 17,000 scam calls and flags over 158,000 as suspected nuisance calls.
Why is the old network is being replaced?
Analogue networks have been in operation for decades and have reached the end of their serviceable life. The telecoms industry is finding it difficult to source the parts required to maintain or repair connections as suppliers are no longer manufacturing them. Ofcom, the telecommunications regulator, reported that 2023 saw 20% more service incidents on the PSTN compared to 2022, resulting in a 60% increase in the number of service hours lost to customers.
New digital phone lines will allow communications providers (such as BT, Virgin Media O2, Sky, and Vodafone) to offer consumers and businesses clearer and better quality phone calls, as well as new features such as anonymous caller rejection or three-way calling. This technology is also more resistant to severe weather as the cables used are waterproof and less prone to damage during a storm or other severe weather events.
Regional rollout for vulnerable customers
Recognizing that some customers may require additional support, BT's latest regional rollout is focused on ensuring help is available for those who need it most. Vulnerable customers will begin making the switch to Digital Voice, supported by free in-home visits from engineers and battery backup units to keep them connected during power cuts.
Over 99% of handsets already work with Digital Voice, and the switchover is free for BT customers, who will be able to keep the same phone number, making the transition to Digital Voice seamless.
Rollout schedule for vulnerable customers:
Spring 2025: East of England, Northern Ireland, Wales, Yorkshire & Humber
Summer 2025: East Midlands, London, North East England, Scotland
Autumn 2025: North West England, South East England, South West England, West Midlands
BT is working closely with local authorities, telecare providers, and community organizations to deliver the right support, in the right places, at the right time.
For those without broadband, BT will provide a dedicated landline service, requiring no new equipment or engineer visit. This will ensure these customers can continue using their landline in the same way they do today until 2030.
“The switch to digital landlines is a once-in-a-generation change,” said Lucy Baker, All-IP Director at BT Group. “Continuing with our regional approach means we can give vulnerable customers the time and support they need – so no one is left behind. It’s vital that everyone has the opportunity to benefit from more reliable, secure technology and is equipped for the increasingly connected world we’re moving towards.”
Moira Stuart is someone who has personal experience of scam calls. She is also highlighting how Digital Voice features like Enhanced Call Protect – which blocks over 17,000 scam calls every day – can offer extra peace of mind, particularly for older or more vulnerable people.
“Like many people, I’ve relied on a landline for most of my life – so I was curious to understand what switching to Digital Voice really means,” said Moira.
“I’ve learned that for most of us, it’s as easy as plugging your phone into your broadband router, and you’re good to go. It’s great to see how much BT is doing to support its customers through the change – and I know first-hand how important it can be to have that extra protection against scam calls.”
As part of its Connected Together initiative, BT is also calling on friends and family members – particularly those supporting elderly or vulnerable relatives – to help their loved ones through the switchover and ensure they stay confidently connected.
To learn more or request support for yourself or a loved one, visit bt.com/connected-together or call BT’s customer care team.
Almost three million customers across the UK have already made the switch to Digital Voice.
Making the Shift to Digital Telephones - created 5.9.25
