Upgrade to Digital Voice

7th December 2023

By 2025, BT will have replaced the existing telephone network with a new internet-based network called Digital Voice. For many, this will be a small, easy to manage change. If you or someone you know uses a telephone-based service such as Lifeline, you may need to contact your phone service provider to ensure a smooth transition, so you're always in a position to call for help. Most phone service providers - including Virgin and Sky - use BT's network, so if you're in any doubt, contact your service provider.

Below is an FAQ from BT's statement on Digital Voice. If you have any further questions, please contact your phone service provider, who will be more than happy to help. Links to the contact details for most providers can be found at the bottom of this article.


What is Digital Voice?

It's BT's new home phone service, powered by your broadband connection 
and comes with lots of features included like Call Protect and Voicemail.

Why is it being introduced?

BT are making the switch because the analogue network that most home phones work on today is no longer fit for purpose and can't keep up with the demands of modern life. That outdated network will be switched off for all phone providers by 2025. This is a once in a generation upgrade to ensure that everyone stays connected now and into the future.

This new home phone service runs on the broadband network. It offers lots of benefits and improved features over the existing system, like advanced spam call blocking.

What does this mean for you?

For most people, Digital Phone lines will have no impact on how you use your home phone. You'll still have the same service, and your price plan and bills will stay the same. Your service provider will be in contact when it's time to switch over, with simple instructions on what to do when it's your turn to make the switch.

If you're a new BT customer or have chosen to move to Digital Voice by upgrading or changing your broadband package, you'll receive emails/letters and postcards along the way letting you know how to simply switch over.

It is recommended that you contact your provider to discuss options available to you – if you have a Lifeline or similar, they can offer support and/or advise on steps you can take to ensure you can continue to call for help in an emergency.  

Digital Voice | Digital Home Phone | BT

What you need to know about Internet Calls | Sky Help | Sky.com

Digital Voice Switchover | Virgin Media Help

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