The Daily Telegraph - Saturday - Money
No comeback for landlines, despite BT freezing rollout
BT has ruled out reinstating landlines in millions of homes, despite halting the rollout of new digital phones after a wave of customer complaints.
The telecoms giant admitted the switchover had been made “too early” and the firm had “underestimated the impact” on homeowners. On Tuesday, BT paused its plans to replace copper landlines with a “fibre optic” internet-based service by 2025, following a Daily Telegraph campaign.
The company apologised and said it had not fully accounted for the consequences, such as customers being unable to dial 999 due to power cuts during Storms Eunice and Arwen. There were also issues with health pendants and burglar alarms, which use copper technology. However, BT said it would not go back and reinstate landlines in the two million homes already using the digital system.
A spokesman said: “It is not feasible to move customers back. We’re working hard to make sure those with concerns are provided with short- term solutions, such as battery back- up units or mobile handsets.”
However, many users want the old technology reinstated until BT irons out the issues with the new system.
James Trask, 49, from Hertfordshire, said he would “love” to have his old line back after he was moved onto a broadband one at the end of last year.
He said: “The only reason we conceded to losing our old landline was because BT promised we would have a battery back-up to keep going during a power cut. We have still not received one,” he said. “We were misled. We live in an area with poor mobile signal and have elderly and vulnerable people that we need to keep in touch with.”
Alison Thompson, a 70- year- old farmer from Anglesey in North Wales, said she was ecstatic that BT had stopped forcing the flawed system onto other households. Her landline was replaced in June last year. She said the firm must help those already using the new system, since BT has now admitted there were flaws in the design.
“Option number one would be for BT to reinstate the old line. This would be the best option for people with genuine difficulties in staying connected,” she said. Ms Thompson’s mobile signal is patchy and she needs a reliable landline to call the vet during lambing season.
Ivor Coleman, 65, from Goring- onThames, Oxfordshire, was one of the first to write to this newspaper with concerns over BT’s digital rollout.
He said: “When I wrote that first letter, during Storm Eunice, I thought it was a big thing for BT to ditch such a fundamental capability that has been relied on throughout our lifetimes, seemingly without proper consideration of the consequences.”
It was “truly heartening” to see BT’s “climbdown”, he said, but added: “BT’s halt in the switch-off has come too late for me. Our phone was moved to broadband soon after I first wrote. To be fair, the change has been straightforward and works well so far. Crucially though, of course, it will not be so if we have a power cut.”
BT said it would ensure there was a suitable safety net in place before it continued with the project.
The BT spokesman added: “Customers who need phone lines with inbuilt power resiliency will receive them when they are ready.
“Customers should contact us to raise any concerns and we can find a solution that works for them.”