Question to the Department for Science, Innovation & Technology:

To ask His Majesty's Government what assessment they have made of the new arrangements and communications relating to the roll out of Digital Voice by BT; in particular, what assessment they have made of the clarity of communications to customers regarding opting in or out of the ability to retain their copper connection or move to fibre and how they should do this; whether any opt in or opt out is indefinite or for a limited period; and what are the costs to an individual customer of opting in or opting out.

The PSTN switch-off is a necessity, given that the network is past its serviceable life and is experiencing increasing failure rates year-on-year. Ultimately everyone will need to move off a copper connection for safety.

Currently, with the exception of a small number of customers who do not use or need a landline, BT has paused all non-voluntary migrations to Digital Voice. As agreed in the PSTN Charter for Communication Providers in December 2023, non-voluntary migrations will only be restarted once BT can guarantee that all possible steps have been taken to protect vulnerable users. Initially, only customers who are identified as not being vulnerable as a result of the PSTN switch-off, will be migrated. However, the migration of vulnerable customers will still happen at a later point with the appropriate support from BT.

The Department is currently working with BT, among other key stakeholders, to define any groups at a heightened risk during the migration, as per the PSTN charter. If a customer notifies BT of any additional needs, they will also be able to defer their migration.

Customers with vulnerabilities or additional needs who are choosing to move to Digital Voice will be provided with free support from BT, such as an engineer in-home installation, a battery backup unit and/or a hybrid landline-mobile handset.

Customers signing new contracts will be provided with a digital landline by default unless they are identified as a telecare user, in which case their migration will be deferred. Openreach engineers will not currently proceed with a migration during an in-home visit if a telecare device is found at a premises.

Customers should not expect to see any additional fees from migrating to VoIP or continuing to use their PSTN landlines.