Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, whether he has had discussions with BT on the speed of the Digital Voice rollout; and what steps he is taking to ensure (a) elderly people, (b) vulnerable people and (c) people reliant on medical alarm systems are given support.

This is an issue the Government takes very seriously. The Government is determined to ensure that any risks arising from the industry-led migration from the Public Switched Telephone Network (PSTN) to Voice over Internet Protocol (VoIP) are mitigated, for all customers across the UK.

I chaired two roundtables with communication providers on this issue in September and November 2024, which included BT. Major communication providers and network operators signed voluntary charters in December 2023 and March 2024, and the Government secured further commitments to protect vulnerable customers during the PSTN migration in November 2024. DSIT officials regularly meet, with signatories of the PSTN charters, including BT, to monitor how they are meeting the safeguards. This includes discussions on the speed of the rollout.

The Department has acknowledged that customers who may be considered vulnerable in the context of the digital switchover may require additional support. A definition of vulnerable customers was published in November 2024. It includes those who are telecare and other social or medical alarm users. Any customer, including the elderly, can also self-identify as requiring additional support.