{"id":33247,"date":"2022-12-21T09:00:31","date_gmt":"2022-12-21T09:00:31","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33247"},"modified":"2022-12-21T09:00:31","modified_gmt":"2022-12-21T09:00:31","slug":"isp-bt-to-restart-troubled-uk-digital-voice-rollout-in-spring-2023","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2022\/12\/isp-bt-to-restart-troubled-uk-digital-voice-rollout-in-spring-2023.html","title":{"rendered":"ISP BT to Restart Troubled UK Digital Voice Rollout in Spring 2023"},"content":{"rendered":"

Broadband provider BT<\/a> has issued an update on the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which was “paused<\/em>” in May 2022 (here<\/a>) following complaints about service outages during power cuts etc. But the ISP now says this is “likely<\/em>” to restart during the “spring of 2023<\/em>“.<\/p>\n

Just to recap. The Digital Voice<\/strong> product was designed to replace their old analogue phone service, which will cease to function once the Public Switched Telephone Network<\/strong> (PSTN) is completely withdrawn by December 2025. After that point, all future phone services, whether delivered via copper (ADSL<\/a>, FTTC<\/a>, G.fast<\/a>) or full fibre (FTTP<\/a>) based lines, will become IP (internet) based and require a broadband connection to function.<\/p>\n

NOTE:<\/strong> The move to IP based phone services is NOT limited to BT<\/a>. The same challenges are industry-wide and affect all providers of phone services. This is often overlooked.<\/div>\n

Like it or not, the old analogue voice service is destined for the rubbish bin of history. Part of this relates to the switch to Fibre-to-the-Premises<\/strong> (FTTP<\/a>) based broadband lines, which work in a completely different way, as well as the inevitable withdrawal of copper lines to follow (i.e. it is not economically viable to retain both). On top of that, very few people today make much use of their landline phone (most prefer mobile, VoIP and internet messaging), which is now considered to be an optional add-on.<\/p>\n

Suffice to say, a lot of people will be happy to see the old service go, but that feeling is not universal. Many other consumers often only became aware of the transition, which has been telegraphed for years (see our 2017 article<\/a>), once they started to be directly impacted by it, and they then quickly discovered some of the well-known caveats.<\/p>\n

Firstly, the setup of Digital Voice, and similar IP based voice products from other providers, is a little bit more complicated because you have to plug your handset into a broadband router or ATA adapter instead of the wall socket (more details<\/a>). On top of that, a lot of old systems designed for the analogue phone service (e.g. home alarms, remote medical monitoring etc.) don’t function with IP based lines and need to be upgraded.<\/p>\n

However, the loudest gripes came from those – particularly vulnerable consumers and landline-only phone users – who quickly discovered that IP based phone services tend to fail in a power cut as they can’t be remotely powered. In order to resolve this, ISPs need to deploy Battery Backup Solutions<\/strong><\/a> for your handset, router and ONT (the latter is only relevant if you have FTTP<\/a>), but these will only last for an hour or a little more. Hard luck if you need to call 999 in an area with no mobile signal, during a protracted power outage.<\/p>\n

BT Takes the Flak<\/strong><\/span><\/h3>\n

As the largest UK player in the transition to IP based phone services and the one with the highest proportion of landline-only customers, BT<\/a>’s Digital Voice transition ultimately ended up taking most of the flak – perhaps unfairly (it’s an industry-wide change) – for the service’s aforementioned caveats.<\/p>\n

The problems were underlined again earlier this year after a series of violent storms swept the country and caused various protracted power cuts, which hit many early adopters of their Digital Voice product. BT responded to all the negative stories about its Digital Voice transition by choosing to pause part of the migration process, while admitting that it made a mistake and promising to make a series of changes (we’ve summarised them below).<\/p>\n

BT’s Planned Digital Voice Changes<\/strong><\/span><\/p>\n

\u27a4 Hybrid phones that can switch to a mobile network and have an in-built, long-lasting battery.<\/p>\n

\u27a4 The option of longer-lasting battery back-up units for customers who want or need them.<\/p>\n

\u27a4 Providing in-home \u2018mobile landlines\u2019 for people without broadband.<\/p>\n

\u27a4 Addressing so-called mobile \u2018not-spots\u2019, with continued investment in the Shared Rural Network. In the past 12 months, we\u2019ve improved mobile coverage in more than 500 areas across the UK. And we expect to extend coverage in a further 900 locations by 2024.<\/p>\n

\u27a4 Raising awareness so that our customers better understand the need to switch.<\/p>\n

\u27a4 Continuing to proactively engage related industries \u2013 such as healthcare pendant and burglar alarm providers to ensure our most vulnerable customers continue to get the service they need.<\/p>\n

\u27a4 We\u2019re continuing to work on other things, too \u2013 including advancements to scam-call shielding and fraud reduction tools, which we know are becoming ever more important to our landline users.<\/p><\/blockquote>\n

The latest update from Nick Lane, MD Customer Services at BT Consumer, reiterates much of what they first announced back in May 2022, but also highlights how they’ve appointed Lucy Baker to lead the huge body of work to move customers\u2019 landlines onto the new digital technology and, critically, “to make sure we get things right for our customers<\/em>.” Lucy has since setup the Digital Voice Advisory Group<\/strong> to oversee all this.<\/p>\n

Nick Lane said:<\/strong><\/p>\n

“This group of key stakeholders has been indispensable in helping to shape our plans for when we come to restart switching customers to digital later in 2023. Specifically, we\u2019ve consulted them on how best to create awareness among customers so they understand why they need to switch, what they need to do, and how to speak to us if they have any concerns.<\/p>\n

We\u2019ve been testing this approach with customers in Salisbury and Mildenhall, who will be among the first in the UK to benefit from the changeover to digital phone lines as part of our pilot schemes. Lucy has taken her team and their information bus into town to speak directly to customers, as well as any friends and family who wanted to find out more about the switch and raise any concerns.<\/p>\n

Taking the time to listen to our customers and having experts on hand to help has been a great success. We plan to take this approach when we are ready to restart the rollout.”<\/p><\/blockquote>\n

Nick added that they were now “likely<\/em>” to restart the rollout during “the spring of 2023<\/em>” (previously we’d been told that it could begin by the end of 2022 or early 2023), but they plan to contact affected customers “ahead of time and give you the opportunity to raise any concerns with us<\/em>.” The operator has about 10 million customers to migrate by the end of 2025, although it’s unclear how many they’ve already managed to switch.<\/p>\n

However, the reality is that BT – or indeed any ISP – can only do so much on this front to cover for power outages and other issues, while at the same time needing to keep the transition both affordable and practical to deploy. As we’ve said above, this is an industry-wide change and, in fairness, BT has done more than most to tackle the concerns. But we suspect that the inherent realities of this will see ISPs continuing to face criticism, no matter what they do.<\/p>\n

Nevertheless, no amount of criticism will reverse the move away from older copper and analogue phone services, which is simply an unavoidable reality of how modern digital infrastructure is evolving.<\/p>\n","protected":false},"excerpt":{"rendered":"

Broadband provider BT has issued an update on the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which was “paused” in May 2022 (here) following complaints about service outages during power cuts etc. But the ISP now says this is “likely” to restart during the “spring of 2023“.<\/p>\n","protected":false},"author":1,"featured_media":25857,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,55,56,417,69,81],"class_list":["post-33247","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-fttc","tag-fttp","tag-g-fast","tag-bt-openreach","tag-voip"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nISP BT to Restart Troubled UK Digital Voice Rollout in Spring 2023 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband provider BT has issued an update on the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2022\/12\/isp-bt-to-restart-troubled-uk-digital-voice-rollout-in-spring-2023.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"ISP BT to Restart Troubled UK Digital Voice Rollout in Spring 2023 - 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