Question to the Department for Digital, Culture, Media & Sport:

To ask His Majesty's Government, as a condition for government investment in the Digital Voice programme, what analogue or other back up plans they have required BT to provide for individual householders in the event of failure or lack of digital services.

The UK’s transition from the Public Switched Telecoms Network (PSTN) to IP-based telephony services (such as BT’s Digital Voice programme) is an industry-led migration and does not result or benefit from any government decision or investment. The decision to upgrade the PSTN was taken as the technology it relies upon is now outdated and companies are finding it increasingly difficult to source the spare parts needed to repair it. Whilst BT is subject to the Universal Service Obligation, which requires it to provide telephony services to any premises that requests them, this obligation can be met using any technology.

Despite this, the government recognises the unique importance of the fixed telephone network in the UK, in particular to elderly or vulnerable users and customers of telecoms enabled care services. As a result, the government works closely with telecoms providers and Ofcom to ensure such users are protected and that where possible, customer disruption is minimised. DCMS receives regular updates from telecoms providers about the progress of their migration and any emerging challenges they face.

Ofcom is responsible for ensuring telecoms providers adhere to their regulatory obligations throughout the migration process. It has published guidance on the matter of vulnerable consumers, which states that providers must take steps to identify and protect at-risk consumers throughout the upgrade process. This guidance is available on Ofcom’s website.

In addition, with regard to the issue of network and power resilience, in 2018 Ofcom conducted a consultation with the general public, Ofgem and the wider telecoms sector to assess the impact of the migration on access to the emergency services in the event of a power outage. In light of its findings, Ofcom has stipulated that telecom providers must provide digital voice customers with access to 999 services for a minimum of one hour in the event of a power cut. This is a minimum standard and many providers offer additional resilience options.

The motivations behind BT’s decision to pause its rollout are a private matter for the company. The Government meets regularly with BT to discuss a range of matters including the migration from PSTN to VoIP and DCMS ministers frequently share any concerns they have received from members of the public.

The telecoms sector has proven itself to be extremely robust and there are statutory obligations on telecoms providers to maintain the availability of services and report significant outages to Ofcom. DCMS works closely with the telecommunications industry and Ofcom to ensure the sector remains resilient to all risks that may affect services, including technological transformation. The Government works together with the telecoms industry through the Electronic Communications Resilience & Response Group to agree methods to strengthen telecoms resilience and establish best practice across the sector.