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Warcop Parish Council > Notices > INFO PACK- BT/Digital Switchover

INFO PACK- BT/Digital Switchover

Published on

DV stakeholder pack – 2025_24.06.25_Appleby & Brough, Kirkby Stephen & Tebay Place Actions Groups (NW)

In summary

  1. Landline phone calls have traditionally been delivered over a network known as the public switched telephone network (PSTN), using underground copper wires. This network is old, and becoming harder and more expensive to maintain, with it becoming increasingly difficult to source the parts needed to maintain or repair customer connections. Ofcom’s (the UK’s communications regulator) recent Connected Nations report highlights that in 2024, the number of significant PSTN incidents reported increased by 45%. The change to Digital is not happening only in the UK. These changes are taking place all over the world, with many countries having now completely moved.
  2. BT’s digital home phone service, Digital Voice, works by using something called a Voice over Internet Protocol (VoIP). It converts your voice into a digital signal so it can be sent between devices over the internet. The digital home phone service 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.
  3. Our customers landline number won’t change as a result to moving to Digital Voice. The only difference is that our customers will need to include their area dialing code, like we do on our mobile phones. Our customers current calling plan won’t change, and 99% of home phones used by our customers are compatible with Digital Voice.  We will also provide on Digital Voice, Enhanced Call Protect at no cost which uses Artificial Intelligence (AI) to help with detecting and blocking spam and fraud calls, without blocking your important calls. Our customers will be warned if a call has been reported as a scam or potential fraud before picking up the phone and we’re blocking over 20,000 scam calls & identifying 160,000 spam calls every day.
  4. One point to note, Digital Voice won’t work without power because to make and receives calls, a customer will be using the internet. Rest assured, we have multiple solutions to keep our customers connected in the event of a power cut and all vulnerable customers will get one for free. (Slides 9 and 10)
  5. We are contacting customers nationally to make the switch. In the North West vulnerable customer migrations will start from Autumn 2025. Please note that this excludes Telecare customer migrations (outside of our Telecare pilot which is running at the moment).
  6. The National Telecare campaign went live on Monday 2nd June. BT have teamed up with VMO2 and the UK Government to deliver this campaign, with a really clear call to action for Telecare users across the UK. Simply put, we need all Telecare users to contact their landline provider as soon as possible; to let them know they use a Telecare device. By Landline providers having this information, we’re collectively able to ensure uninterrupted access to the Telecare service they rely on, throughout their upgrade to a digital landline.  We’ll also be in contact with all BT customers who we already know have telecare to reassure them that their details are already recorded.
  7. We write to our customers with at least 4 weeks’ notice and all communication is physical (letters/postcards) so we can be sure the information we need them to know, reaches them safely. We will be in touch regularly throughout that time with everything they need to know and how we will support them.
  8. BT will be returning to the Northwest in July 2025 with our truck teams and also pop-up events in local libraries and community hubs. Please visit Digital Voice Events | Digital Home Phone | BT for all events

Here are some useful resources and further information related to the Digital Switchover and BT’s Digital Voice. We’d love your support by amplifying our messages and National Telecare Campaign within your communities.

  1. 2nd attached – A guide to Digital Voice which can be shared externally with your communities.
  2. 3rd attached – Advertorial Digital Asset advertorial which can be used in any of your communication/ social media channels to raise awareness
  3. BT Digital Voice website: Digital Voice | Digital Home Phone | BT
  4. BT Digital Voice U-Tube video including Digital Voice set up : Introduction to Digital Voice – YouTube
  5. Our ‘Connected Together’ campaign focusing on those that can support friends and family with the digital switchover. Customers can also register for free additional support from us by using the webform on this website.
  6. BT Press Release (April 2025) BT teams up with Moira Stuart to announce enhanced support for vulnerable customers moving to Digital Voice / Helping the nation make the switch – with Moira Stuart
  7. National Telecare Campaign from Monday 2nd June – National telecare campaign partner toolkit | Local Government Association
  8. UK Government website – UK transition from analogue to digital landlines – GOV.UK
  9. Tech UK- Digital phone switchover

Would welcome any feedback from the session and thank you again for the opportunity and if you have any further engagement opportunities, please do reach out.

Best wishes

Lydia Beeston

Stakeholder Engagement Manager

Email: lydia.beeston@bt.com

Mobile:  07792700869

Teams:  +44 331 625 0211