BT says your landline needs updating. Do you need faster broadband?
Separate the essential phone change from an optional upgrade.
Do not ignore a genuine switch-off notice — but do not assume it means you must buy a faster package. BT says the move to Digital Voice itself is free. Ask BT to explain the technical requirement and any optional sales offer separately, in writing.
What does the email mean?
BT is moving home-phone calls off the old public switched telephone network (PSTN). Digital Voice carries calls over a broadband connection. Usually, the phone connects to the router rather than directly to the wall socket. BT contacts customers about their individual change. BT’s Digital Voice guide explains the process.
When is the switch-off?
Ofcom says BT plans to retire its old landline network by 31 January 2027. Customers on the BT Openreach network should have moved to a digital landline or another suitable phone service by then. Your own change may be earlier: respond to your provider’s instructions. Ofcom says other networks, including Virgin Media O2 and KCOM, have not yet set their retirement dates. Do not treat BT’s date as every provider’s deadline.
Must I pay for faster broadband?
BT says switching to Digital Voice costs nothing, and you will not pay more for your current home-phone plan unless you choose to upgrade while recontracting your broadband. That is not a promise that all future contract prices are frozen.
A sales recommendation for a faster plan is not, on its own, an explanation of what your line needs. Ask whether the proposed change is required for the phone migration or is optional. We have not found a universal minimum speed in these official sources, so we do not repeat the forum’s bandwidth estimate or promise your existing equipment will work.
Questions to ask BT before agreeing
- “Is this only the mandatory phone migration, or a new broadband sale?”
- “What specifically makes my current connection unsuitable? Please put that in writing.”
- “What is the lowest-cost way to keep my phone service? Is there a migration option without a faster package?”
- “Will my price, annual increases, minimum term or exit charges change? Please send the contract summary before I agree.”
- “What equipment or engineer visit is needed, and what will it cost?”
What if I do not use broadband?
You should not assume you must start buying an internet package. GOV.UK explains that some providers offer an interim dedicated landline service for customers without broadband. Availability and equipment depend on the provider. Ask BT which service it will supply for your circumstances before changing or cancelling anything.
Can I keep my number and handset?
BT says you can keep your number. Many existing phones can connect to the Smart Hub 2 or an adaptor; BT says it will send a hub if needed and a free adaptor where required. Check your own handset and extra sockets with BT rather than assuming every setup is compatible. See BT’s equipment FAQs.
Will 999 work in a power cut?
Digital Voice needs power and a working connection. Without an alternative or suitable back-up, a power cut or broadband outage can stop calls, including 999. Keep a charged mobile available if you can.
Ofcom says customers who depend on their landline and have no working mobile or reliable signal must be offered a free back-up solution that lasts at least one hour in a power cut. Tell BT before the switch if this applies. Ask how the proposed back-up handles your circumstances; do not assume a battery fixes a broadband network fault.
What about a care pendant, alarm or other connected device?
Tell both your phone provider and device supplier before the move. Ofcom warns that telecare and other alarms may not work correctly on a digital line. They should check compatibility and make safe arrangements, including pausing the change where needed. Do not unplug or cancel a lifeline service on the strength of general online advice. Ofcom’s telecare advice.
How do I check a message is genuine?
Do not use an unexpected message as your only source of contact details. Contact BT using your bill or its official website. BT’s official Digital Voice guide lists 0800 800 150 for help. Explain that you want to check a migration notice, not agree to an optional upgrade. BT advises ending a call if you are unsure the caller is genuine. BT’s contact and scam advice.
What if BT still says I must upgrade?
Ask for the technical reason, migration options and full terms in writing. If the answer does not resolve the problem, make a formal complaint to BT. Ofcom says you can take an unresolved complaint to an alternative dispute resolution scheme after six weeks or when you receive a deadlock letter. Ofcom itself does not resolve individual complaints. Ofcom’s complaints guidance.