If BT has informed you that your home phone is switching to Digital Voice, you are probably asking yourself ‘Can I say no?’ Here is what’s going on, what you need to know and what to do if you want to maintain your original setup.
What is BT Digital Voice?
BT Digital Voice is a new technology that BT is using to replace the traditional landline telephones. Instead of using the copper phone network, calls will be made by using broadband technology and VoIP. This technology is being used because the old PSTN telephone network is being shut down in the UK. Everyone that has a landline will have to switch to the digital system by January 2027.
Can I Refuse to Switch?
Most of the time you cannot refuse the switch permanently if you intend to keep a BT landline because after 2027 the old network will stop working. Due to this transition, all telephone services will have to shift to a digital platform across the UK. The process is happening across different regions and there are certain people who can delay or choose extra support when switching to Digital Voice.
When You Can Delay or Opt Out (For Now)
There are certain scenarios that allow for a delayed transfer to Digital Voice:
Vulnerable or Special Needs Customers
BT will not switch customers who depend on telecare alarms, health pendants or other crucial devices linked to a landline until a safe alternative is provided. Such customers can also ask for a backup battery or other safety support.
Poor Mobile Coverage
Those located in regions without a mobile signal are often excluded from early switchovers. BT does this to assure that you can still make emergency calls, even if there is a power or broadband outage.
Customers Without Broadband
Those who only have a phone line and no broadband may have their migration put on hold by BT until they can provide an appropriate setup. Landline dependent, older customers may also warrant slower ‘rolling over’ of services until they can get more acclimated to the changes.
What Happens If You Try to Refuse?
If you inform BT of your intent to not switch, they may be able to hold the switch for a while, but you will eventually have to leave the analogue network as the PSTN network is also not going to be active for long. Eventually, the old copper lines used for telephone services will be decommissioned.
Some customers have concerns about the power needed for Digital Voice and broadband and are afraid that their phone won’t work during a power cut. However, BT has said it’s developing solutions to that problem, such as battery backups and that vulnerable customers will be prioritised for support.
Making the Change Easy
If you have concerns about the changes, reach out to BT’s customer service team before your scheduled switch date. Mention any particular requirements, coverage concerns or health aids that might be unique to your situation. They can document your account and offer tailored solutions.
Ensure that any equipment connected to your landline, such as alarms or card machines, is compatible with Digital Voice and if it isn’t, be sure to contact BT to request an adapter. If you do not require a landline, you can switch to a broadband-only plan and avoid the entire process.
