Landlines have been connected to UK homes for decades but a big change is coming as BT and other home phone service providers start to switch Brits’ landlines to new digital technology before the old network is completely turned off by 2025. BT has announced it will roll out its new landline phone tech, called Digital Voice, across the Greater London area in November and December – starting today.

This process takes existing BT landline connections that are hooked up to the old copper network and moves them onto a digital line that works over a home broadband network. BT says its customers’ services should stay the same, and most won’t pay anything extra.

BT customers with landlines in Greater London will be contacted at least four weeks before the switch to Digital Voice takes place, which will require people to plug their landline phone into their broadband router. Customers in the East Midlands, Yorkshire and the Humber, Northern Ireland and the North West have already begun to be moved over.

Alleged advantages of Digital Voice include clearer call quality, fewer spam calls, and future-proofing the existence of landlines with modern technology. But because Digital Voice relies on broadband, homes can lose landline service when there is an internet outage. This is not an issue on copper network landlines, and has caused concern among BT customers.

“For almost everyone, moving to Digital Voice will be a simple and free transition with no home installation work required,” said Vicky Hicks, Senior Engagement Manager at BT. “If you feel you need additional support with the transition or you think you are vulnerable, please do tell us. We will be with you every step of the way.”

BT explains how to set up your Digital Voice handset

BT says 99% of phone handsets in homes with old BT landline connections will work with Digital Voice. Express.co.uk asked BT if those without a compatible phone will have to pay for a new handset.

“For the less than 1% of handsets that are not compatible, customers can either request an adaptor or alternatively BT has a range of handsets that customers can order,” a BT spokesperson said.

They did not answer directly when asked to estimate the number of BT customers who will have to pay for a new home phone.

“If you’re getting Digital Voice, our new digital home phone service, and don’t already have a Smart Hub 2, we’ll send you one,” the spokesperson said. “Digital Voice will have no impact on how BT customers use their home phone and will not cost any more than customers pay today. They’ll still have the same service, and price plans and bills will stay the same.”

For landline customers who currently have no broadband access, BT is offering an interim solution where it can install equipment at local telephone exchanges to keep customers connected until 2030 until they will be forced to have a Digital Voice landline via a home broadband connection.

The big landline change has been sparked by the ageing copper landline network no longer being fit for purpose and therefore no longer supported by home phone manufacturers and suppliers who are producing digital-only equipment. After London, the switch will come to BT customers in the West Midlands, the South East, Wales, and East Anglia by Spring 2024, with the North East, Scotland, and the South West to follow later.

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Information on in-person events and workshops BT is holding to help customers understand the switch to Digital Voice can be found here. Customers of other landline companies should contact their provider directly for further details.

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