BT to Deploy UK Digital Voice Across Greater London in November

Broadband ISP BT has today announced that they’ll start deploying their Internet Protocol (IP) based home phone service, Digital Voice, across the Greater London area between November and December 2023. This follows previous roll-outs in the East Midlands, Yorkshire and the Humber, Northern Ireland and the North West.

The Digital Voice product is intended to replace BT’s old analogue phone service, which will cease to function once the Public Switched Telephone Network (PSTN) is completely withdrawn by December 2025. After that point, all future phone services – whether delivered over copper (ADSL, FTTC, G.fast) or full fibre (FTTP) lines – will become IP based and require broadband to function. This means users will generally plug their phone handset into the broadband router or an ATA [analogue] adapter instead of a wall socket (more details).

However, Digital Voice does have a number of caveats – particularly for more vulnerable users, which is why BT has been taking a more gradual (phased) approach to its deployment. For example, without battery backup, the service won’t work during power outages and some kit, such as older fixed-line based home alarms and remote medical monitoring systems, may cease to function unless upgraded.

BT’s own digital voice product is also proprietary, which means that you have to use the provider’s own router(s), which limits some customer flexibility. But the provider has introduced a variety of enhancements and changes to help tackle some of these concerns, although there are limits to what they can do.

BT’s Other Digital Voice Related Improvements

➤ The ability for customers to nominate a family member, friend or carer who will receive all the information about switching on their behalf.

➤ When vulnerable customers start to make the switch, they’ll automatically receive equipment and an engineer appointment. Their switch won’t go ahead until they have spoken to an advisor and booked an appointment.

➤ BT / EE are also continuing to invest in the Shared Rural Network, improving 4G mobile coverage in more than 900 areas across the UK by the end of 2023.

➤ BT are continuing to work with healthcare pendant and burglar alarm providers to ensure the most vulnerable customers continue to get the service they need.

For peace of mind in the event of a temporary power cut, BT will provide additional resilience to those who need it most, including:

➤ Free battery back-up units for Digital Voice customers with additional needs, who identify as vulnerable and/or live in an area without mobile signal. Customers without additional needs can also optionally choose to purchase a battery back-up unit.

➤ A hybrid phone that can switch to a mobile network and has an in-built battery, for Digital Voice customers without a mobile phone.

As before, customers in the Greater London area can expect to be contacted at least 4 weeks before being upgraded, to ensure they’re ready for the switch. The regional approach is also being supported by general awareness communications and advertising campaigns, delivered across local and regional media to help explain the change (they’ll also be present on some high streets and at local town hall drop-in sessions).

Initially, BT still aren’t proactively switching anyone who falls under the below criteria, where it has this information available. Customers who fall into any of these categories should contact BT to ensure their data is up-to-date, otherwise they may not get the right support.

➤ Customers with a healthcare pendant

➤ Customers who only use landlines

➤ Customers with no mobile signal

➤ Customers who have disclosed any additional needs.

The provider states that customers over the age of 70 are “not being proactively switched to Digital Voice“. However, since July 2023, BT has been trialling switching customers between 70-74 who live in urban areas and are ready to make the switch (i.e. they have the latest broadband router and are not frequent landline users). BT states that these trials have gone well, with 98% of customers choosing to make the switch, albeit against some opposition (here).

Vicky Hicks, Senior Engagement Manager at BT, said:

“BT customers in Greater London will benefit from a tried and tested service, with around two million BT customers already having made the switch and benefitting from the many advantages of digital home phones from advanced scam call filtering capabilities to crystal-clear call audio.

For almost everyone, moving to Digital Voice will be a simple and free transition with no home installation work required. 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.”

Under the current rollout plan, BT’s Digital Voice service will next be deployed across the West Midlands, South East, Wales and East Anglia during spring 2024. The final phase will then take place during the summer of 2024, which will see the service being extended to the North East, Scotland and the South West.

BT’s Upcoming Engagement Activities in London

Townhalls: BT will be present in townhalls across the region in November and early December to address customer questions on the ground. Customers will be able to speak to BT advisors, test Digital Voice products as well as take part in digital skills training. The first townhalls to be confirmed are as follows:

• 7th November – Hornchurch Library, 44 North Street, Hornchurch, RM11 1TB
• 14th November – Hatch End Suites (in car park) Harrow Arts Centre, 171 Uxbridge Road, Hatch End, HA5 4EA
• 5th December – St. Mildreds Church, 30 Bingham Road, Croydon, CR0 7EB
• 11th December – Dugdale Arts Centre (Thomas Hardy House), 39 London Road, Enfield EN2 6DS

Pop-up Events: BT will tour every borough over the course of November and early December to ensure customers across Greater London and surrounding areas can speak to BT staff about the switch and try out the new technology for themselves. Confirmed dates and locations: 

• 7th-8th November – Bexley – Broadway Shopping Centre, Broadway, Bexleyheath, DA6 7JN
• 7th-8th November – Hoddesden – Stanboroughs Conservative Club, Conduit Lane, Hoddesdon, EN11 8EP
• 9th-10th November – Sutton – Dobbies Garden Centre, Woodcote Green, 4a Woodmansterne Lane, Wallington, SM6 0SU
• 9th-10th November – Welwyn Garden City – Morrisons, 40 Black Fan Road, Welwyn Garden City, AL7 1RY
• 11th November – Greenwich – Greenwich Central Library, 12 Lambarde Square, London, SE10 9HB
• 11th-12th November – St Albans – The Maltings Library, The Maltings, St Albans, AL1 3JQ
• 13th-14th November – Lewisham – Carenden Rise Car Park, London, SE13 6BJ
• 13th-14th November – Watford – Morrisons, Ascot Road, Watford, WD18 8AA
• 15th-16th November – Southwark – East Street Market, East Street, London, SE17 1EL
• 15th-16th November – Hounslow – Osterley Garden Centre, Windmill Lane, Osterley, Isleworth, TW7 5PR
• 17th November – Hillingdon – Ickenham Library, long Lane, Ickenham, Uxbridge, UB10 8RD
• 17th-18th November – Lambeth – Lambeth Library, 180 South Lambeth Road, London, SW8 1QP
• 19th-20th November – Harrow – Harrow Garden Centre, Headstone Lane, Harrow, HA2 6NB
• 21st-22nd November – Bromley – 162 High Street, Bromley, BR1 1HE
• 21st-22nd November – Brent – Brichen Grove Garden Centre, Birchen Grove, London, NW9 8RY
• 23rd-24th November – Reigate – Woodhatch Community Centre, Whitebeam Drive, Reigate, RH2 7LS
• 23rd-24th November – Barnet – The Spires, 111 High Street, Barnet, EN5 5XY
• 25th-26th November – Epsom – Tadworth Community Centre, Preston Manor Road, Epsom, Tadworth, KT20 5FB
• 25th-26th November – Camden – Camden Town Centre, Judd Street, London, WC1H 9JE
• 27th-28th November – Weybridge – Weybridge Garden Centre, New Haw Road, Weybridge, Addlestone, KT15 2BU
• 27th-28th November – Islington – Islington Town Hall, Upper Street, London, N1 2UD
• 29th-30th November – Merton – South Mitcham Community Association, Cobham Court, Haslemere Avenue, Mitcham, CR4 3PR
• 1st-2nd December – Enfield – British Garden Centres Enfield, Cattlegate Road, Crews Hill, Enfield Middlesex, EN2 9DX
• 3rd-4th December – Wandsworth – Battersea library, 265 Lavender hill, London, SW11 1JB
• 5th-6th December – City of Westminster – Church Street Library, 67 Church Street, London, NW8 8EU
• 7th-8th December – Kensington & Chelsea – Brompton Library, 210 Old Brompton Road, London, SW5 0BS
• 11th-12th December – Richmond Upon Thames – Hillier Garden Centre, Syon Park, Park Road, Brentford, TW8 8JF
• 11th-12th December – Redbridge – The Exchange Shopping Centre, High Street, Ilford, IG1 1RS
• 13th-14th December – Ealing – Ealing Town Hall, New Broadway, London, W5 2BY
• 15th-16th December – Twickenham – Richmond Rugby Club, Twickenham Road, Richmond, TW9 2SF