BT Digital Switchover- October 2026

We’ve heard from BT customers who have been unable to use their landlines or the emergency alarms connected to them in the lead-up to the copper network switch-off.

Pam from Surrey is still waiting to be switched from the old copper network to a new digital line, after BT missed multiple appointments over the past seven months. The last communication she received from BT was to say that the order had been cancelled.

While Pam remains connected to the old network, others, like 85-year-old Diana from Dorset, have been disconnected completely. She can now only be contacted through her neighbour, Brian. Diana has been without a landline for the past five months.

A landline is also essential in emergencies, especially for people like 95-year-old Molly, who lives alone in London. She has an emergency alarm linked to her landline, which she uses if she falls. BT promised to send an engineer to switch her to a digital line at the end of May. However, when the engineer arrived, he explained that the equipment needed to complete the switchover was not available. By that point, Molly’s landline had already been switched over, but neither she nor her family had been informed. In June, while waiting for BT to complete the switchover, Molly fell in her garden. With no functioning landline, her telecare alarm failed to raise an alert. It was only 12 hours later, at 10pm, that she was found after neighbours heard her screaming while taking out their bins.

We wrote to BT about all three cases. In response, a BT spokesperson said it’s very sorry that Molly’s experience during the switch to a digital landline did not meet the high standard of service it strives to provide to its customers. We were told her landline and telecare services were restored at the end of June, and it made an offer of compensation to resolve her complaint. Unfortunately, we were told, the company was unable to reach an agreement, and it provided Molly with all the information she needs to take her complaint to the ombudsman for review.

Regarding Diana, BT said it’s very sorry that her landline was disconnected and that it has taken longer than expected to restore it. The company told us it can confirm that her digital landline is now working with a temporary number, and that BT is progressing her order to restore her original telephone number on a Full Fibre line to ensure she has the most reliable service. We were told BT will continue to stay in touch with Diana until her complaint is resolved.

As for Pam, BT apologised that her migration to a digital landline has not gone smoothly. It said that while her landline and broadband services remained active throughout the transition, it understands the frustration this has caused. It told us it’s aiming to provide her digital landline service as soon as possible.

We also wrote to Ofcom with details of what happened to Molly, Diana and Pam. In response it said it is unacceptable that vulnerable or elderly people who may be reliant on telecare devices are left without them during the digital landline switchover, which can put customers at direct risk of harm. We were told Ofcom has been clear that telecoms providers must identify, protect and support vulnerable customers during this process.

We were told that, as a direct result of Ofcom’s engagement, this year BT has made a number of substantive changes to its systems and processes, which addressed concerns it identified. The regulator finished by saying it’s continuing to scrutinise how BT manages the transition, and it has shown it won’t hesitate to take formal enforcement action if necessary.

You can watch the VT, here for 28 days - https://www.bbc.co.uk/iplayer/episode/m0032w8z/the-one-show-14102026