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BT pledges support for customers across the South West ahead of the switch to its new digital home phone service
BT will be holding dozens of events across the South West of England over the next two months to help advise customers on a once-in-a-generation upgrade which will see the UK’s landlines go digital by the end of January 2027.
BT customers will be able to speak to advisors and ask questions about the change which will see calls made over a broadband line instead of the old analogue network, which is becoming increasingly unreliable.
Vicky Hicks, Senior Engagement Manager at BT, said: “This necessary upgrade to future-proof the region’s landlines is essential and for the vast majority of customers, making the switch simply involves plugging your phone into a broadband router instead of into a wall-mounted phone socket, bringing new benefits such as advanced spam call blocking. On average we prevent 15,000 scam calls a day from reaching our customers.”
Getting it right for customers
“WE’VE worked very closely with our Digital Voice Advisory Group, an association made up of charities and representative groups, who have been advising on the needs of customers most affected by the switch and, as a result, we are taking a number of steps to give customers in the South West the best possible experience.
“In total, we’ve now got around two and a half million customers across the UK using our new home phone service and we’re now offering support for customers across the South West who are ready to make the switch.”
Peter Turner, a customer already set up with a Digital Voice landline, said: “The Digital Voice equipment was pre-delivered, I set everything up prior to it going live and everything is working as it should. I found the set-up very straightforward and Digital Voice is clearer and more reliable.”
Where can I find out more about Digital Voice?
VICKY Hicks added: “We’ll be running events across the South West throughout September to tell customers more about Digital Voice and to answer any questions they may have about the move to digital landlines. For almost all our customers, Digital Voice will have no impact on how you use your home phone. All our customers will still have the same service, and your price plan and bills will stay the same regardless of the switch.
“You likely won’t need a new phone either.
“More than 99% of phone handsets work with Digital Voice and for those that don’t, we have a range of handsets that customers can order.”
Customers can find out more about BT’s Digital Voice events through its website at
www.bt.com/digital-voice
Supporting customers every step of the way
“WE will be writing to all customers in the South West about the change, but with a specific focus at this stage on those who will be least impacted by the switch, including those who do not use their landlines and who do not use telecare devices.
“Once this work is complete, we will offer all customers the opportunity to make the switch. As full fibre broadband rolls out in your area, it will also make it easier for you to upgrade your services at the same time.
“From the Autumn, we’ll be offering a dedicated landline service for customers who don’t have broadband, allowing them to use their landline in the same way they do today until 2030 or once a digital solution becomes available. No one will be left without a working phone line.
“We are also working closely with local authorities and telecare providers, so that we can identify telecare users ahead of the switch, and ensure we have the right support in place for them.”
Keeping the South West connected
VICKY continued, “thanks to upgrades to the South West’s broadband infrastructure, the vast majority of homes and businesses have access to superfast broadband and more than one million can now get ultrafast, full fibre broadband using the Openreach network.
“We have solutions for the small number of customers who can’t get superfast broadband, too. Our major investment in mobile connectivity has resulted in significant improvements to coverage in recent years, particularly in rural areas, providing more ways to keep people connected.
“In addition, we want to reassure our customers that those with additional needs such as health pendants, or without mobile coverage, will be able to take advantage of free additional support options. This includes free battery back-up units or hybrid landline phones, that can switch to a mobile network as additional back-up and have an in-built battery.
“From this autumn, we’ll be offering a new, more advanced battery back-up unit which enables digital calls to be made in the event of a power outage. The new battery is smaller and lighter than the current version and features a standby mode which can be used during prolonged power cuts.
Ensuring no one is left behind
VICKY added: “For almost everyone, moving to Digital Voice will be a simple and free transition with no home installation work required. If you have a telecare device, care pendant or alarm connected to your landline, you’ll need to speak to your equipment provider, and if you think you will have a problem with the transition or you think you are vulnerable, tell us.
“We will be with you every step of the way to make the transition as smooth as possible.”
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