The Strategic Director Place submitted a report (Document “K”) which set out details about BTs’ switch to a digital home phone service, Digital Voice.

The Digital Voice coordinator for the Yorkshire/Humber region was present at the meeting and gave the following update/information regarding the switchover:

·         The good news was that the landline isn’t going away, it’s just being upgraded for most customers, the upgrade will be as simple as connecting your home phone handset to a router rather than the phone socket on the wall.

·         Digital Voice has extra benefits, most notably a new scam protect

feature which blocks most scam calls, protecting customers from fraud.

·         The switch from analogue to digital phone lines, alongside the upgrade to a new full fibre network, will change the way we watch TV, connect our homes and businesses, and help the UK maintain its position as one of the most advanced digital economies in the world.

·         It will connect everyone now and into the future with a more resilient, sustainable and energy-efficient digital phone service.

·         Analogue landline technology will be switched off in December 2025.

·         We paused the rollout of our digital phone service in 2022 to address some of our customers’ concerns. We’ve listened to their specific needs, to make sure we have the right options and equipment in place.

·         We set up the Digital Voice Advisory Group, bringing together charities and representative groups to help us understand all our customer’s needs. We continue to run extensive focus groups with diverse panels to help get the roll-out right for customers. Pilot schemes have helped us learn, and improve Digital Voice so it supports the needs of all our customers.

·         From April 2023 we’ve expanded our trials and started the switch to Digital Voice with a small initial group of low-risk customers nationwide – those who use their landline very little or not at all, and who already have a broadband connection.

·         When we start the full regional rollout this summer, we’ll prioritise customers who already have the right setup for a digital home phone, and shouldn’t need an engineer visit.

·         Around two million of our customers are more dependent on their home phone line. We’re going to be doing all we can to reassure them that we’ll be there to help them on every step of the switch.

·         We’ll send emails and texts to customers on the day they’re being switched to Digital Voice, with the same visuals as the communications they received earlier – reinforcing the message of unplugging from the wall, and plugging into their router.

During the discussion and in response to a question on the number of telephone lines affected, it was stated that this information can be provided to Members, and in particular the relevant number of lines in the Bradford south area.

In response to a question regarding the setup of the equipment required for the switchover, it was explained that for those without a broadband connection, a separate router will be provided and that vulnerable customers will also be supplied with a battery backup pack.  However, it was stressed that BT was also working with other providers to ensure the transition will be a smooth one.

In response to a question regarding engagement, it was stated that as well as drop-in sessions, information was also available on YouTube.

In relation to connectivity, it was stressed that the Dect connection would ensure better phone line reliability and that this was not dependent on broadband connectivity.

In addition, work was ongoing with small businesses via a dedicated support/contact to ensure businesses also had a smooth transition to Digital Voice.

Resolved –

That the information presented within Document “K” be noted and    

that BT be asked to provide the following information to all Bradford South Councillors via the Area Coordinator’s office:

(i)           Circulate information on the number of telephone lines affected in the Bradford South area or in the Bradford area;

(ii)          Circulate the newsletter/bulletin; and

(iii)        Provide contact details on the roll out of Digital Voice in the private business sector.

To be actioned by: Bradford South Area Coordinator