This topic

Can digital voice handle 999 calls in a power cut?

PeterMartinez — Wed, 18 Dec 2024 18:14:53 GMT

BT have today emailed me to say I will be "migrated" to DV within the next 30 days. I phoned 0330 1234 150 to ask what would happen during a power cut. I was told that the new Hub would handle emergency calls during a power cut but normal phone calls would not work unless a battery backup was fitted. I think I have been given wrong information and that emergency calls will NOT work in a power cut. What is the real situation?

I am age 80 and live alone in a rural part of Cumbria. Would I be entitled to battery backup because of my age? I am already on the electricity company's records as a vulnerable customer. My existing landline is copper with ADSL broadband.

Peter M

Re: Can digital voice handle 999 calls in a power cut?

jac_95 — Wed, 18 Dec 2024 18:17:39 GMT

Hi PeterMartinez,

Thanks for the post and welcome to the Community.

This is an automated response as I can see you have a question about BT’s Digital Voice service. Rather than waiting for a response from the Community, you may find an answer to your question by using the search bar on the Community homepage. We also have a thread that contains a wealth of info related to BT’s Digital Voice, click this link to take a look, Digital Voice FAQs.

Got some questions or want to learn more about BT’s Digital Voice rollout? BT are running localised events as part of the regional rollout of Digital Voice - Click here to view the Digital Voice events

To learn more about the nationwide change to this Internet based voice service visit landlinesgo.digital

If you have already looked for the answer to your question and have not found anything that can help, then please ignore this message. One of our Community members will be along shortly to help you further.

Re: Can digital voice handle 999 calls in a power cut?

licquorice — Wed, 18 Dec 2024 18:29:14 GMT

Whoever told you that 999 calls will work in a power cut should be sacked. No calls can be made with DV in a power cut without battery backup.

As far as I'm aware, you should be eligible for a battery backup.

Re: Can digital voice handle 999 calls in a power cut?

Wuggy23 — Wed, 18 Dec 2024 18:31:51 GMT

No, you cannot make a 999 call if there is no power to your hub. No power = no broadband = no calls of any kind can be made. Apparently you are recommended to use a mobile phone so if there is a likelihood of a power cut make sure your mobile phone (if you have one) is kept well charged.

FWIW it's disgraceful that BT Customer Service Agents are supplying such completely wrong information. Not only disgraceful but dangerous.

Re: Can digital voice handle 999 calls in a power cut?

Anonymous — Wed, 18 Dec 2024 19:06:43 GMT

@licquoricewrote:

"Whoever told you that 999 calls will work in a power cut should be sacked."

@Wuggy23 wrote:

"FWIW it's disgraceful that BT Customer Service Agents are supplying such completely wrong information. Not only disgraceful but dangerous. "

Given the quality of information supplied by BT "Guides" regularly reported on these forums, are either of you surprised?

I'm not.

Re: Can digital voice handle 999 calls in a power cut?

licquorice — Wed, 18 Dec 2024 19:11:19 GMT

No, not surprised at all but extremely disappointed in the level of knowledge. Not even knowledge, common sense.

Re: Can digital voice handle 999 calls in a power cut?

PeterMartinez — Wed, 18 Dec 2024 19:13:07 GMT

Many thanks to those who replied so quickly. As a retired electronics engineer I was fairly sure that I had been given wrong information - there will be no power coming down the existing copper wires. I regret I didn't record the name of the person who gave it. I do have a mobile phone but it doesn't work in the house - I have to climb the hill behind the house to get a signal.

I tried to contact BT via their website but the relevant page seems "to have a technical issue". I think I would wish to delay the migration to DV - at least until they can assure me I will be able to phone the electricity company during a power cut!

Peter M

Re: Can digital voice handle 999 calls in a power cut?

licquorice — Wed, 18 Dec 2024 19:18:20 GMT

I have informed the mods of the dangerously incorrect advice you were given in the forlorn hope that they may be able to trace the 'guide' and educate them.

Re: Can digital voice handle 999 calls in a power cut?

gg30340 — Wed, 18 Dec 2024 19:44:56 GMT

You could call BT and tell them that you do not wish to be migrated at this time. They might disagree with you but be insistent and they may put off the move.

If you do not have a mobile phone or there is no signal at your home this may also be a reason not to be switched to Digital Voice at this time.

See the following links regarding Digital Voice.

https://www.bt.com/help/landline/digital-voice--will-my-service-work-in-a-power-cut-

https://www.bt.com/help/landline/digital-voice-migration

https://abilitynet.org.uk/news-blogs/everything-you-need-know-about-bts-digital-voice

Re: Can digital voice handle 999 calls in a power cut?

Christopher_G — Thu, 19 Dec 2024 08:52:38 GMT

Hi @PeterMartinez

I've sent you a private message to see if it's possible to set you up with a battery backup unit and look into this incorrect information that you have been given.

Please take a look at your private message inbox and get back to me.

Thanks

Chris

Re: Can digital voice handle 999 calls in a power cut?

Lesleyanne73 — Mon, 21 Jul 2025 00:13:47 GMT

Im 78 with health issues. My mobile never works in a power cut no matter how charged it is. Im not the only one.

Re: Can digital voice handle 999 calls in a power cut?

imjolly — Mon, 21 Jul 2025 07:42:14 GMT

is it possible another mobile provider gives better coverage at your home you can check here

https://www.ofcom.org.uk/phones-and-broadband/coverage-and-speeds/ofcom-checker

Re: Can digital voice handle 999 calls in a power cut?

Leanne_T — Mon, 21 Jul 2025 08:49:33 GMT

Morning @Lesleyanne73

Thanks for coming to the community.

Can I just check, the device that is not working when you have a power cut is this a mobile phone or a Digital Voice phone with home broadband?

Speak soon.

Leanne.