{"id":33891,"date":"2023-03-08T13:46:00","date_gmt":"2023-03-08T13:46:00","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=33891"},"modified":"2023-03-08T14:24:26","modified_gmt":"2023-03-08T14:24:26","slug":"bt-updates-on-expanded-pilots-of-new-uk-digital-voice-rollout","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/03\/bt-updates-on-expanded-pilots-of-new-uk-digital-voice-rollout.html","title":{"rendered":"BT Updates on Expanded Pilots of New UK Digital Voice Rollout"},"content":{"rendered":"

Broadband ISP BT<\/a> has today confirmed that they will restart the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice product from April 2023, which will start gradually with a series of expanded pilot schemes that will be made up of “lower usage landline customers<\/em>” who already have full fibre broadband.<\/p>\n

Just to recap. The Digital Voice<\/strong> product was designed to replace BT<\/a>’s 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 (PSTN) is completely withdrawn by December 2025.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>) lines, will become IP (internet) based and require broadband 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 has long been destined for the rubbish bin of history. Part of this relates to the switch to Fibre-to-the-Premises<\/strong> (FTTP<\/a>) 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<\/a> and internet messaging), which is now considered to be more of an optional add-on.<\/p>\n

However, many consumers often only become aware of this transition once they start to be directly impacted by it, which is despite the change being telegraphed for years in advance (see our 2017 article<\/a>). But once aware, people soon start to discover some of the service’s well-known caveats – most of which are common to all VoIP solutions.<\/p>\n

Firstly, the setup of Digital Voice, and similar IP based voice products from other providers, is more complex because you have to plug your handset into a broadband router or ATA (analogue) adapter instead of the wall socket (more details<\/a>). On top of that, a lot of old systems designed for the analogue service (e.g. home alarms, remote medical monitoring etc.) don\u2019t 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\u2019t 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

Naturally BT, as the largest UK player in the transition to IP based phone services (and one with the greatest proportion of landline-only customers), took most of the flak – perhaps unfairly given that it’s an industry-wide challenge – for these issues and ended up suspending their Digital Voice<\/strong> rollout last year. The operator has since been planning to restart the rollout, albeit with a few changes.<\/p>\n

What’s New?<\/strong><\/span><\/h3>\n

Until now, BT has confined their Digital Voice trials to pilot schemes in Salisbury and Mildenhall. But from April 2023<\/strong> they’ll start expanding those pilots to include lower usage landline customers (those who have a full fibre broadband connection already) in more locations.<\/p>\n

Customers will be contacted 4 weeks before making the switch, to help ensure they\u2019re ready. For most people, this will just involve connecting your handsets to BT’s router instead of a wall socket, but BT will supply an adapter for the 5% of cases where this doesn’t work.<\/p>\n

However, some customers may have additional needs, thus over the next 12 months, during the early phase of the expanded trials, BT won\u2019t be switching customers who fall under any of the below criteria (where they can identify it). These customers will be delayed from switching as work continues with stakeholder groups to make sure they have the most suitable options and support available to make the move.<\/p>\n

\u27a4 Customers with a healthcare pendant
\n\u27a4 Customers who are over 70
\n\u27a4 Customers who only use landlines
\n\u27a4 Customers with no mobile signal
\n\u27a4 Customers who have disclosed any additional needs<\/p>\n

The next stage will then begin during the summer<\/strong> (2023), when BT will start inviting customers to switch to Digital Voice on a region-by-region basis. Once again, this will initially focus on those who already have full fibre broadband. This will be supported by a large information and advertising campaign, as well as local community engagement activities, to help educate people. BT also reiterated some of the other improvements they’ve made.<\/p>\n

BT’s Wider Service Improvements<\/strong><\/span><\/p>\n

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

\u27a4 Customers can now nominate a family member, friend or carer who will receive all the information about switching on their behalf.<\/p>\n

\u27a4 Existing customers with additional needs such as health pendants, or those without mobile coverage at home, will be able to take advantage of free additional support. These options range from free battery back-up units to engineer supported installations or hybrid landline phones.<\/p>\n

\u27a4 We\u2019re also continuing to invest in the Shared Rural Network, improving 4G<\/a> mobile coverage in more than 900 areas across the UK by the end of 2023.<\/p>\n

\u27a4 And we\u2019re continuing to work with healthcare pendant and burglar alarm providers to ensure the most vulnerable customers continue to get the service they need.<\/p><\/blockquote>\n

Customers who want Digital Voice don’t have to wait for all this, as BT still responds to direct requests for the service. “We understand that any change can be unsettling \u2013 that\u2019s why we are here to support our customers every step of the way, to make the experience as seamless as possible<\/em>,” said BT Consumer’s All-IP Director, Lucy Baker MBE.<\/p>\n

The operator has about 10 million customers to migrate by the end of 2025, although it\u2019s unclear how many they\u2019ve already managed to switch. But the reality is that BT \u2013 or indeed any ISP \u2013 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.<\/p>\n

The inherent reality is VoIP solutions work a little differently, and we’ll all have to adapt to that (other countries have faced the same challenges) because no amount of criticism will reverse the move away from older copper and analogue phone services. BT has at least done a lot more to tackle the concerns than a lot of other providers.<\/p>\n","protected":false},"excerpt":{"rendered":"

Broadband ISP BT has today confirmed that they will restart the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice product from April 2023, which will start gradually with a series of expanded pilot schemes that will be made up of “lower usage landline customers” who already have full fibre broadband.<\/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-33891","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":"\nBT Updates on Expanded Pilots of New UK Digital Voice Rollout - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband ISP BT has today confirmed that they will restart the national UK rollout of their new Voice-over-Internet-Protocol (VoIP) based Digital Voice\" \/>\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\/2023\/03\/bt-updates-on-expanded-pilots-of-new-uk-digital-voice-rollout.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BT Updates on Expanded Pilots of New UK Digital Voice Rollout - 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