BT has been forced to pause the rollout of digital phone lines to millions of homes, including vulnerable households.
In a climb down the ranks by the telecoms giant, the rollout of its so-called Digital Voice program has been postponed, with insiders saying it won’t be completed until late 2027.
The rollout was originally scheduled to end at the end of 2025.
Money Mail has long fought for the delay, highlighting how the technology can stop working in the event of a power outage, leaving vulnerable households unable to make emergency calls.
BT initially agreed to stop installing digital landlines in December.
Flawed: Rollout of BT’s so-called Digital Voice program has been delayed, with insiders saying it won’t be completed until late 2027
This was due to ‘serious incidents’ where health pendants worn by vulnerable customers stopped working when older, analogue landlines connected to emergency services were switched off.
Now the government has halted the move to digital until the technology improves.
About 1.8 million customers who use health pendants – emergency alarms worn around the neck – are considered vulnerable because in the event of a power outage or internet outage, the gadgets may stop working.
One drawback to the technology is that, unlike analog telephone lines, it must be plugged into a wall socket.
Regions that have not yet made the switch, such as Wales, Scotland, the East of England and the South West, will also benefit from the break, although roadshows will still be held to promote the changeover.
The government’s call to delay the rollout also affects other networks including Virgin Media, Sky and TalkTalk.
BT said: ‘The pause will have an impact on the timing of the overall programme, but we are working to keep delays to a minimum.’
A spokesperson for regulator Ofcom said: ‘We are closely monitoring telecoms providers to ensure they comply with our rules during this transition.
‘Providers must ensure uninterrupted access to emergency services, with policies and procedures in place so that vulnerable customers are treated fairly.’
