BT pauses internet phone roll-out after ‘underestimating disruption’

BT is pausing the roll-out of its digital telephone service after admitting it “underestimated the disruptive impact this upgrade would have on some of our customers”.

It had planned to switch off its old copper Public Switched Telephone Network (PSTN) by December 2025, moving all customers on to an internet-based service. Instead of plugging a phone into a socket in your wall, you would connect the company’s Digital Voice handset (pictured) to your router.

But many customers said they were worried about being unable to use their phone if their internet went down. This problem was highlighted during February’s storms, which left thousands of people without the power needed to keep their router working (see Issue 627, page 8).

Writing online (www. snipca.com/41481), Marc Allera, head of BT’S consumer division, said: “With hindsight we went too early, before many customers – particularly those who rely more heavily on landlines – understood why this change is necessary and what they needed to do”.

However, the company maintains that upgrading from a largely “obsolete” network is still necessary. Allera said that manufacturers no longer make replacement parts for PSTN, and new engineers aren’t being trained to work on it.

He added that the roll-out will resume once BT has implemented measures to ensure customers stay connected during power cuts. These include giving customers “hybrid phones” that can switch to a mobile network, and “longer-lasting battery back-up units for customers who want or need them”.

For more information on BT’S Digital Voice visit www. snipca.com/41502.