London, 30 April, 2026 – BT today launched a new campaign fronted by Clare Balding called ‘Don’t Put Off the Switch’, with less than a year to go before the nationwide analogue switchover. The campaign is designed to raise awareness among customers yet to switch to a digital landline and coincides with new research that shows Brits often delay taking action on essential tasks, with many assuming that if something still works, there is no urgent need to act.

In the final year ahead of the UK’s landline switch in January 2027, that instinct could lead to disruption if customers do not respond when contacted by their provider. The switchover represents a significant national upgrade, as the UK moves from failing, decades-old infrastructure to safer, more reliable digital landlines. Insight has revealed that most Brits who have made the switch say they feel more reassured about making and receiving calls, thanks to the additional benefits digital landlines offer. With BT, these benefits include safeguards against unwanted calls, which in the past year alone, has seen its digital landline scam protection service stop more than 91 million scam and spam attempts on customers

Research reveals a widespread tendency among UK adults to delay essential tasks, with nearly two thirds (63%) admitting they regularly put off life admin such as updating passwords or switching providers. Almost one in three (29%) say they have ignored or delayed responding to messages from essential service companies, with many assuming things will continue as normal if they do not act. However, this behavior can have consequences, with three in ten (30%) having missed a deadline, leading to late fees, rebooking or increased payments.

Together, the campaign and research highlight the importance of acting now so customers don’t risk disruption by delaying the move to a safer, more reliable digital landline ahead of the January 2027 switchover.

Helping the nation act – “Don’t Put Off the Switch” with Clare Balding 

While the vast majority of BT customers have already made the move to digital landlines, Clare Balding is leading a new national “don’t put off the switch” campaign to encourage customers yet to make the switch to act promptly when contacted and complete their move from analogue landlines and help ensure they are ready for future-proof connectivity.

The campaign coincides with expanded targeted activity across the UK – including, regional outreach and accessible communications materials – to ensure no one is left behind.

“When your provider gets in touch, it’s vitally important you act to ensure your landline services keeps running smoothly. If you don’t respond, the services you rely on could be disrupted,” said Clare Balding.

“The good news is you won’t be on your own – BT will guide you every step of the way.”

Mr John Garrard, 77, Hornchurch, recently switched to Digital Voice after being contacted by BT. “I’d had my landline for years and didn’t see any reason to change it at first. But once BT got in touch, they explained everything clearly and helped me through it,” said John. “It turned out to be much simpler than I expected. I’m glad I did it when they asked, rather than leaving it too late.”

Lucy Baker, Consumer Digital Voice Director at BT, “As our research shows, it’s easy to overlook messages from service providers, but doing so could disrupt essential connections.

 “The switch to digital landlines is a significant, once-in-a-generation upgrade to the UK’s communications infrastructure. It’s important to take action when contacted, so everyone can benefit from more reliable, secure technology and stay connected to the services they rely on.”

Support available every step of the way

Protecting customers with additional needs remains BT’s top priority, and it continues to strengthen safeguards, including working closely with local authorities, telecare providers, charities and government as part of the PSTN Charter of Commitments, helping to ensure those with additional needs are  identified and supported safely through the transition, with free in-home engineer visits for those who need extra help, and the provision of backup power solutions to help customers make calls during power cuts.

Amy Low, CEO, AbilityNet: “For many people, changes to essential services can feel daunting, particularly for older people or those who aren't as confident with technology. That’s why we’ve been working closely with BT to provide tailored guidance, accessible communications, and often in person support that helps people understand what’s changing and what it means for them.

With the support BT has in place, switching to digital landlines can be straightforward, and can help people stay confidently connected to the services and the people they rely on most.”

The majority of customers can switch at no extra cost and keep their existing number and the same phones they use today. Customers do not need to take action until they are contacted directly. When they are, they will receive clear guidance and at least four weeks’ notice to make the switch.

Further information and support are available on our Connected Together site, or by calling 0330 1234 150.

-ENDS-

About AbilityNet

UK charity AbilityNet has more than 25 years of experience of empowering disabled people through technology at home, at work and in education. In its mission to create a “digital world accessible to all,” it works with individuals, charities, and community groups to champion inclusive digital design, and its experienced consultants enable the private and public sectors to deliver accessible websites, services, and apps. The Charity’s Patron is Baroness Martha Lane-Fox. www.abilitynet.org.uk

AbilityNet offers free IT support at home and online to older people and disabled people via its nationwide network of 500+ AbilityNet Tech Volunteers. To access the free service, call the helpline on 0300 180 0028 during UK office hours, email to enquiries@abilitynet.org.uk or visit: www.abilitynet.org.uk/at-home

The 2 million vulnerable people who rely on lifesaving telecare alarms to call for help have today been urged to get in touch with their landline providers so companies can provide additional support for them during the switch to digital landlines.

The switch from analogue to digital landlines is being rolled out across the country as copper networks become increasingly unreliable and spare parts are no longer available.

Putting safety at the centre of the switchover, landline companies will send an engineer to carry out the switchover and personally test the telecare alarm, ensuring it continues to work once a household has moved onto the digital network. Landline providers will also offer vulnerable customers with a free battery back-up device so their landline can continue working in an outage.

It comes as a major new campaign funded by BT and Virgin Media and backed by the UK Government launches today (Monday 2 June), urging the millions of telecare users in the UK– typically elderly and disabled people – as well as their support network to identify themselves so nobody gets overlooked.

Many local authorities and private telecare operators have already signed data sharing agreements with landline providers to ensure that as many telecare users have been identified as possible. With over two thirds of landlines already migrated, the campaign is the final layer of protection to identify any additional users.  

CASE STUDY – Following a fall last year, Ann, who is in her 90s and from Stockport, became reliant on her telecare device. She is backing the campaign after her provider successfully migrated her landline last year. 

“The visit with the engineer was most enjoyable and very smooth, they handled everything for me. It’s left me feeling more reassured and confident. It’s also given my daughter Vickey peace of mind, knowing that if I need support, my pendant will work as it should. I’d encourage other people like me who rely on a personal alarm to get in touch with their landline provider for support.”

Telecoms Minister Sir Chris Bryant said:  "We cannot afford to leave anyone behind during the vital transition to digital landlines.

“I have personally set a strict checklist of safeguards for industry to comply with before they migrate any telecare user.

“This industry-led campaign marks a further step towards keeping people safe as we boost the resilience of our networks for the digital age.

“I urge anyone with a telecare alarm – or anyone close to a user of a telecare alarm - to pick up the phone and contact their provider to access the help that's available." 

Since 2017, UK operators have been carrying out work to retire the decades old copper home phone network and move customers to digital landline services ahead of the analogue switch-off. Analogue landlines are reaching end of service life, becoming increasingly unreliable and spare parts are no longer available. Recent Ofcom data reveals faults rates substantially increased by 45% in 2024.

 The campaign launched today and builds on the voluntary industry charter signed by BT, Virgin Media and other providers and the Checklist agreed in November 2024.  The Checklist commits providers to complete a strict checklist of safeguards before transferring customers from old analogue phone lines onto a digital network, reducing the risk of them being disconnected during the migration. This includes engineer visits and issuing battery backups. 

Minister of State for Care, Stephen Kinnock, said: “Patient safety is our priority and by supporting this campaign we are making sure that no-one will be put at risk by having to use unreliable devices.

“We are working with communication providers who are delivering the digital phone switchover to make sure no-one falls through the cracks. BT and VMO2 are offering free advice as well as supported installations for vulnerable people.

“Modernising our telecoms infrastructure will make a world of difference for millions of people and help guarantee their safety.”

Claire Gillies, BT Group’s Consumer CEO, said: “Moving customers onto newer digital services is a necessary step as the reliability of the 40-year-old analogue landline technology is increasingly fragile – therefore the time to act is now. 

“The Digital Switchover project requires team collaboration, so we’ve been working hard with industry partners and are really pleased to have the support of Government in helping us raise awareness and drive action. It’s incredibly important that nobody gets left behind, and we encourage telecare users and their carers to contact their provider to ensure a smooth switch.” 

Rob Orr, Chief Operations Officer at Virgin Media O2, said: “This major new campaign marks a significant moment where two industry leaders have come together to raise awareness of the digital landline switchover. 

“With traditional analogue landlines becoming less and less reliable, the programme is essential step to safeguard services for the future. Inaction would mean putting services at risk. 

“Our message is clear: if you or someone you know use a telecare alarm, pick up the phone and talk to your provider. Let us know, and we’ll support you every step of the way.” 

Amy Low, CEO at AbilityNet, said: “As a charity our core aim is empowering older and disabled people to use technology, so we’re fully behind this campaign which will raise further awareness to the most vulnerable, as well as their carers, with an urgent message to act.

“With the digital switchover happening it has never been more important that they contact their provider who can offer tailored support and in-home assistance to ensure everything goes to plan.”

Matthew Evans, Director for Markets and COO at techUK, said: “As the current PSTN system becomes increasingly unreliable - with faults rising 45% in 2024 – we need to ensure a swift transition to a digital network fit for the future.

“With many other countries and many millions of UK households having already completed the migration, it is essential to raise awareness and complete this move. We are proud to support VMO2 and BT as well as the UK Government as they establish this important campaign and we look forward to continuing to work with the telecoms sector and other parties to ensure the delivery of a safe and sustainable switch". 

Alyson Scurfield, chief executive of telecare advisory body, TSA said: “Landline phone lines are switching to digital, which could stop telecare alarms working. However, many people, families and carers just aren’t aware of the impact this could have on life-saving telecare. That’s why TSA is supporting this incredibly important national campaign.

“If you or someone you know uses a telecare alarm, then please call your landline provider. They will make sure your alarm keeps working through the switchover. Please help us spread this message far and wide.”

Natalie Black CBE, Ofcom’s Group Director for Networks and Communications, said: “Landlines need to go digital so we can keep using them, and Ofcom has strict rules that mean phone companies must make sure the switchover is as smooth as possible and vulnerable customers get the support they need. So, if you have a telecare alarm, it’s important to let your landline provider know."

Notes to Editors 

More information on the Digital Switchover can be found here and the new awareness campaign video can be viewed here https://youtu.be/7Qklcdq7PQo

From today, adverts will appear across TV, newspapers, social media and select radio stations around the country running over the next few months to ensure widespread reach. This is coupled with newly created posters which will be on display in GP surgeries, hospitals, pharmacies and post offices.

The campaign has been created following extensive research with telecare users and their carers, as well as charities, to ensure the messaging is suitable for healthcare alarm users.

The advertising campaign is expected to be seen by 95% of all adults in the UK, including 98% of those over 65.

In 2023, BT and Virgin Media (and other major communication providers) voluntarily signed up to the government’s Public Switched Telephone Network charter to protect vulnerable people when they are moved onto digital services. In November 2024 the major communication providers agreed a checklist of specific safeguards to protect people during the migration.  

Since then, both companies, which together make up the vast majority of landline users in the UK, have worked with Ofcom, government and charities to improve their policies and processes. They have developed comprehensive support measures to support vulnerable customers including providing free of charge battery backup solutions to provide connectivity during power outages. 

To find out more about the support available, customers of all major providers can easily find contact information on the newly created digital landline website here: www.digitalphoneswitchover.com    

BT and Virgin Media landline customers can call on 150 from their home phone.  

London, 28 April 2025 – BT has launched a new campaign with legendary broadcaster Moira Stuart to raise awareness of the UK’s move from analogue to digital landlines – and to spotlight the help available for customers who may need extra support.

With the full switch to digital landlines due by January 2027, BT is ramping up the rollout of Digital Voice – its new home phone service delivered over broadband, offering crystal-clear calls and built-in protection against scam and nuisance calls. Almost three million customers across the UK have already made the switch to Digital Voice, helping to future-proof their communications and ensure they’re ready for a more connected, digital future.

Helping the Nation Make the Switch – with Moira Stuart

The new campaign is designed to reassure customers that, for most, switching to a digital landline is simple – while also helping those with additional needs, or their loved ones, understand what support is available to them and how they can make the move with confidence.

As someone who has personal experience of scam calls, Moira Stuart is also highlighting how Digital Voice features like Enhanced Call Protect – which blocks over 17,000 scam calls every day – can offer extra peace of mind, particularly for older or more vulnerable people.

“Like many people, I’ve relied on a landline for most of my life – so I was curious to understand what switching to Digital Voice really means,” said Moira.

“I’ve learned that for most of us, it’s as easy as plugging your phone into your broadband router, and you’re good to go. It’s great to see how much BT is doing to support its customers through the change – and I know first-hand how important it can be to have that extra protection against scam calls.”

During the campaign, Moira visited Mr. and Mrs. Mitchell, BT customers in their 80s from Boston, Lincolnshire, who recently made the switch. Initially apprehensive about the change, they shared how straightforward the process turned out to be, offering a reassuring perspective for others who may feel uncertain about the transition.

“We were a bit unsure how to make the switch at first, so we got in contact with BT, who arranged an engineer to come to our home and help us switch over,” said Mrs. Mitchell. “He was finished in no time at all and everything worked straight away – no fuss at all.  It’s good to know Digital Voice can help block scam calls too.”

Regional rollout for vulnerable customers

Recognising that some customers may require additional support, BT's latest regional rollout is focused on ensuring help is available for those who need it most. From late-spring, vulnerable customers will begin making the switch to Digital Voice, supported by free in-home visits from engineers and battery backup units to keep them connected during power cuts.

Rollout schedule for vulnerable customers:

• Spring 2025: East of England, Northern Ireland, Wales, Yorkshire & Humber
• Summer 2025: East Midlands, London, North East England, Scotland
• Autumn 2025: North West England, South East England, South West England, West Midlands

BT is working closely with local authorities, telecare providers and community organisations to deliver the right support, in the right places, at the right time.

For those without broadband, BT will provide a dedicated landline service, requiring no new equipment or engineer visit. This will ensure these customers can continue using their landline in the same way they do today until 2030. 

“The switch to digital landlines is a once-in-a-generation change,” said Lucy Baker, All-IP Director at BT Group. “Continuing with our regional approach means we can give vulnerable customers the time and support they need – so no one is left behind. It’s vital that everyone has the opportunity to benefit from more reliable, secure technology and is equipped for the increasingly connected world we’re moving towards.”

Get ready for the switch

For most households, the switch to Digital Voice is as easy as plugging a phone into the broadband router instead of the wall socket. Over 99% of handsets already work with Digital Voice.

All customers will receive at least four weeks’ notice before any change. Those who feel they need extra support are encouraged to register via BT’s Additional Needs webform.

As part of its Connected Together initiative, BT is also calling on friends and family members – particularly those supporting elderly or vulnerable relatives – to help their loved ones through the switchover and ensure they stay confidently connected.

To learn more or request support for yourself or a loved one, visit bt.com/connected-together or call BT’s customer care team.

3 October 2024 - BT’s new Enhanced Call Protect on Digital Voice has successfully blocked more than 2,430,000 scam and identified 17,700,000 spam calls to landlines since the new scam protection service from Hiya was introduced in May.

Digital Voice is BT’s home phone service, powered by broadband, which includes an AI powered tool that monitors incoming calls and will notify the user of any suspected spam calls. With machine learning, Hiya is able to improve its scam detection and protection the more malicious calls it encounters – in one day blocking more than 46,500 scam calls. According to data from Hiya, UK residents received an average of 3 spam calls per month from January to June this year, with 28% of all unknown calls flagged as spam. This equates to approximately 195 million spam calls per month.

2.5 million BT customers already receive the new call vetting service, a benefit of migrating to Digital Voice. This figure is set to double as more customers upgrade to digital landlines, and BT expects to block more than 1.5 million scam calls monthly once all customers have moved over to Digital Voice.

On receiving a potential spam call, customers see a visual warning on their landline phone display, saying, “Nuisance?”. They have a choice to reject or accept an inbound call that is flagged as a spam call. Scam calls are automatically diverted to a customer’s junk voicemail, protecting them from the threat of scammers. Any call from a registered business will have their name displayed to verify it as genuine. Overall, the service gives Digital Voice customers peace of mind and enhanced protection from scam and spam calls.

Any customer can potentially fall victim to voice scams known as ‘vishing’ where fraudsters attempt to collect personal data over the phone. These types of scams are becoming more and more popular with scammers making unsolicited calls masquerading as an organisation that people know and trust. Their aim is to harvest personal data such as bank details or account passwords and use these to exploit consumers.

Lucy Baker MBE, BT Consumer’s All-IP Director said: “Our top priority is ensuring our customers feel secure and confident when using our services. This new Hiya technology is now integrated with Digital Voice and is proving to be incredibly effective at stopping scam calls. We remain committed to protecting customers during the switch to digital landlines.”

Alex Algard, CEO of Hiya added: "We're thrilled to be supporting BT in its mission to shield users from unwanted calls. It’s great to see that our technology has successfully blocked fraud and spam calls, which will in turn give customers the confidence to answer their phones and engage in meaningful conversations without the interruption of unwanted disturbances. This progress underscores our dedication to enhancing digital safety and improving the user experience."

BT has made significant progress rolling out Digital Voice across the country as the UK moves from analogue to digital landlines. This once in a generation upgrade aims to future proof the UK’s landlines and to replace outdated technology. BT has embarked on extensive community outreach, visiting 340 towns and cities across the UK, reaching 30% of the nation’s urban areas.

Enhanced Call Protect is included as a free service for Digital Voice customers on their BT home phone plan.

Given the rising number of malicious calls, BT advises customers to remain vigilant. Tips to avoid scams include:

• If you receive a suspicious call, put the phone down and call back on a trusted number to verify the call
• If you mistakenly give a caller your bank account details, contact your bank immediately.
• If you receive a suspicious call, report the call to us here.
• Block any suspicious numbers after you have reported them.

Remember:

• Take a moment to stop and think. Trust your instincts. If it sounds too good to be true or is suspicious, there’s probably a catch
• Don’t stay on the phone unless you’re 100% sure the caller is genuine
• Don’t give away any of your personal details or give anyone access to your computer

BT is committed to protecting our customers from the threat of scams and encouraging them to remain vigilant of malicious calls. Customers already benefit from an AI network level firewall that detects inbound calls from international locations using a UK number for scam purposes. This blocks millions of calls from fraudsters reaching our customers and those on other networks every year.

ENDS

About Hiya

Hiya is trusted by global businesses, carriers, and consumers to provide secure, engaging connections and stop unwanted calls. Built on the world’s leading Voice Security Platform, Hiya connects businesses with their customers, helps carriers secure their networks, and protects people from spam and fraud calls. Hiya’s SaaS applications, Hiya Connect and Hiya Protect, serve more than 500 million users on the Hiya Network, powering call protection and identity for EE, Samsung, Ericsson and more. Learn more at www.hiya.com.