Everything you need to know about BT’s Digital Voice

Created on November 12, 2023 at 10:18 am

* Originally published May 2023 DATE . Updated November 2023 DATE . *

Earlier this year DATE , BT ORG announced the switch to its new digital home phone service, Digital Voice ORG .

The upgrade to Digital Voice ORG means calls will be made over the broadband network rather than the 40-year-old DATE analogue network.

AbilityNet ORG , as a charity that supports older and disabled people, will be helping with the region-by-region Digital Voice ORG rollout.

The rollout of Digital Voice ORG

Between now and 2025 DATE most telephone providers will be moving their customers from older analogue landlines over to new upgraded landline services using digital technology – this is collectively known as ‘the digital switchover’.

Lucy Baker PERSON , All-IP Director at BT Consumer ORG explained more about BT ORG ‘s digital switchover to Digital Voice ORG on a blog on the BT ORG website.

Following successful pilot trials in areas of Wiltshire GPE , Suffolk GPE , the East Midlands GPE , Yorkshire GPE and the Humber GPE , and Northern Ireland GPE , and now having around two million CARDINAL customers across the country using Digital Voice ORG , BT ORG announced the next phase in the rollout of its new home phone service.

The remaining regions and nations set to make the switch over the next year DATE are:

Autumn 2023 DATE

North West LOC

London GPE

Spring 2024 DATE

West Midlands GPE

South East LOC



East Anglia LOC

Summer 2024 DATE

North East LOC

Scotland GPE

South West LOC

Throughout the programme, BT ORG will also be contacting some broadband customers in England GPE , inviting them to switch their landline to Digital Voice ORG in advance of local and regional campaigning in their area.

In addition, any BT ORG customers who want to make the switch to Digital Voice ORG can also contact BT ORG at any time.

BT ORG will not be proactively switching customers who fall under any of the below criteria:

Customers with a healthcare pendant

Customers who are over 70 CARDINAL

Customers who only use landlines

Customers with no mobile signal

Customers who have disclosed any additional needs

BT ORG will delay switching these customers while it engages with stakeholder groups to share more about its new solutions, shape the ones it’s building, and better understand the support available to help customers.

What to expect when upgrading to Digital Voice ORG

For most BT ORG customers, the upgrade to Digital Voice ORG is simply having a landline phone connected to a BT ORG broadband router. More than 99% PERCENT of phone handsets are compatible with BT ORG ’s Digital Home Phone ORG service.

BT ORG customers will also be supported by awareness campaigns delivered across local and regional media that will explain the simple steps required to make the move to Digital Voice ORG . Plus, BT ORG will also be present in local high streets or town halls to answer customer queries directly.

Frequently asked question: What if there’s a power cut?

BT ORG highlights in its Digital Voice ORG information:

"We understand that for many, particularly those with additional needs, the landline is a lifeline. We want to be sure everyone remains connected. We’ve been working to make battery back-up units available to those that need them. Customers with additional needs such as health pendants or without mobile signal, can take advantage of free additional support, on request. We’re also working closely with the power companies to establish processes which help them to restore power as quickly as possible."

Free webinar recording: How volunteering can benefit you or your organisation, with Capgemini

Watch ORG the webinar (transcript included) Join Capgemini ORG and AbilityNet ORG to learn how the technology company provides opportunities for its employees to volunteer within the community to help older and disabled people with their digital devices as part of AbilityNet ORG ‘s 350 CARDINAL + strong team of volunteers across the UK GPE .

Supporting older people with their digital skills

In April 2023 DATE , AbilityNet ORG announced its partnership with BT Group ORG to help improve digital skills among older people, as research by BT Group ORG and OnePoll ORG has shown a need for boosting digital skills in the older age group.

As part of the Digital Voice ORG region-by-region rollout, our team will also be ensuring customers understand the changes and how they can make the most of Digital Voice ORG .

Sarah Brain PERSON , Free Services Manager at AbilityNet ORG , said: “We are thrilled to be partnering with BT ORG to support older people with their digital skills. In a world where digital is so essential to daily life it’s crucial no one is left behind, and with this partnership we can help bridge the digital skills gap."

"Plus, as the digital switchover rolls out throughout the UK GPE our team can use their knowledge and networks with older and disabled people and organisations to support people make this change as smoothly as possible.”

How AbilityNet ORG can help

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