BT has been forced to pause the rollout of digital phone lines to millions of homes, including vulnerable households.
In a climbdown by the telecoms giant, the rollout of its so-called Digital Voice programme has been postponed, with insiders saying it may not be completed until the end of 2027.
Originally the rollout was due to end by the close of 2025.
Money Mail had long fought for the delay, highlighting how the technology can stop working in a power cut – leaving vulnerable households unable to make emergency calls.
BT initially agreed to stop installing digital landlines in December.
Flawed: The rollout of BT’s so-called Digital Voice programme has been postponed, with insiders saying it may not be completed until the end of 2027
This was because of ‘serious incidents’ where health pendants worn by vulnerable customers stopped working when older, analogue landlines connected to emergency services were switched off.
Now the Government has stopped the switch to digital until the technology is improved.
Some 1.8 million customers who use health pendants – emergency alarms worn around the neck – are deemed vulnerable because in a power cut, or if the internet fails, the gadgets may stop working.
A flaw with the technology is that it must be plugged into an electricity socket, unlike with analogue phone lines.
Regions not yet switched, such as Wales, Scotland, the East of England and the South West, are also benefitting from the pause, although roadshows will still be held promoting the switch.
The call by the Government to delay the rollout also affects other networks, including Virgin Media, Sky and TalkTalk.
BT said: ‘The pause will have an impact on the timing of the overall programme, but we are working to minimise delays.’
A spokesman for regulator Ofcom said: ‘We’re keeping a close eye on telecoms providers to make sure they comply with our rules during this transition.
‘Providers must ensure uninterrupted access to emergency services, with policies and procedures in place so that vulnerable customers will be treated fairly.’
