{"id":34603,"date":"2023-05-30T16:38:31","date_gmt":"2023-05-30T15:38:31","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=34603"},"modified":"2023-05-30T16:38:31","modified_gmt":"2023-05-30T15:38:31","slug":"bt-expands-pilot-of-uk-digital-voice-service-to-more-customers","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2023\/05\/bt-expands-pilot-of-uk-digital-voice-service-to-more-customers.html","title":{"rendered":"BT Expands Pilot of UK Digital Voice Service to More Customers"},"content":{"rendered":"

Broadband ISP BT<\/a> will this week expand the rollout of their Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which was only recently restarted with a smaller group of customers after a long pause (here<\/a>), to include “all full fibre and a smaller group of broadband customers yet to switch to Digital Voice<\/em>.”<\/p>\n

In case anybody has forgotten. The Digital Voice<\/strong> product was designed to replace BT<\/a>\u2019s 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 (PSTN) is completely withdrawn by December 2025.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 Fibre-to-the-Premises<\/strong> (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.<\/div>\n

However, the initial rollout of Digital Voice suffered a few problems, which are common to most IP based phone services. The difference being that, for many UK people, this will be their first experience of such issues. For example, the setup is different as 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’t function with IP based lines and may need an upgrade.<\/p>\n

Furthermore, the loudest gripes came from those – particularly vulnerable 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

As a result of all that, and a fair bit of negative publicity in major newspapers, BT paused their Digital Voice rollout last year to update their approach and take more account of the various concerns (more details<\/a>). A pilot of the new upgrade process only began again last month, and they’ve so far upgraded 2 million customers<\/strong>, which leaves another 7-8 million left to do across the UK. But now the next phase is due to begin.<\/p>\n

Lucy Baker MBE, All-IP Director, BT Consumer, said:<\/strong><\/p>\n

“Customer feedback from these trials has also been really positive, which has given us confidence to now extend these trials further to a wider group of customers across the country who are ready to make the switch. From this week, we will be contacting all full fibre and a smaller group of broadband customers yet to switch to Digital Voice.<\/p>\n

As before, we won\u2019t be proactively switching customers who fall under any of the below criteria, where we have this information available:<\/p>\n

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

These customers will be delayed from switching as work continues with stakeholder groups to build confidence in the new solutions we have, help to shape the solutions we\u2019re developing and help them to better understand the support available to make the move.”<\/p><\/blockquote>\n

After this, the next phase will begin during this summer, when customers will be encouraged to make the switch to Digital Voice on a region-by-region<\/strong> basis. The first three regions will be the East Midlands, Yorkshire & Humberside, and Northern Ireland. In addition, customers who are ready and keen to make the switch to Digital Voice, can also contact BT at any time, as many have continued to do.<\/p>\n

Customers in these regions will be contacted at least four weeks before being upgraded, to help ensure they\u2019re ready to make the switch. The regional approach will be supported by general awareness communications, and advertising campaigns, delivered across local and regional media to explain to customers the simple steps required to make the move to Digital Voice. BT will also be present on high streets across the country and at local town hall drop-ins to help explain the change.<\/p>\n

However, while BT may currently be taking most of the flak for related problems, the reality is that all broadband and phone providers that operate older analogue phone services 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 reality is that VoIP solutions work a bit differently, and we\u2019ll all have to adapt to that (other countries have faced similar 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 others.<\/p>\n

Like it or not, the old analogue voice service has long been destined for the rubbish bin of history, and indeed very few people today make much use of their landline phone. Most home users now prefer mobile, VoIP and internet messaging, while home phone services have become more of an optional add-on.<\/p>\n

BT’s General Digital Voice 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 BT are 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 they’re 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","protected":false},"excerpt":{"rendered":"

Broadband ISP BT will this week expand the rollout of their Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which was only recently restarted with a smaller group of customers after a long pause (here), to include “all full fibre and a smaller group of broadband customers yet to switch to Digital Voice.”<\/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-34603","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 Expands Pilot of UK Digital Voice Service to More Customers - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Broadband ISP BT will this week expand the rollout of their Voice-over-Internet-Protocol (VoIP) based Digital Voice product, which was only recently\" \/>\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\/05\/bt-expands-pilot-of-uk-digital-voice-service-to-more-customers.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"BT Expands Pilot of UK Digital Voice Service to More Customers - 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