Digital voice switchover

[simonmorg]

I need to renew my broadband package in next couple of weeks, but am told by BT/EE that I must agree to receiving Digital Voice Service at time of renewal.

But as we have no mobile signal at home, and have frequent power and broadband outages in our remote area I am concerned that we may be left vulnerable without a fixed analogue phone line. I therefore wanted to delay the switch to Digital Voice  with the hope that mobile network coverage will have improved by the time of the rollout (up to 2 years).

I believe that we might be able to get a free battery pack but this is of little use in the prolonged power outages that we frequently encounter.

My mobile phone runs on EE network, but we have no signal at home. There is no coverage with other mobile providers either. 

EE seem to be penalising its customers as a consequence of not providing the  mobile coverage that would offer the security needed in the event of a power or broadband outage.

I am told that I can retain my existing package at a premium price without switching to Digital Voice.

Why can't I renew my broadband package without switching to Digital Voice? If I can retain a package then surely I should be able to renew or change a package.

[jac_95]

Hi simonmorg,

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.

[jac_95]

Hi @simonmorg ,

Openreach has implemented a stop-sale since September 2023. Therefore, no new analogue phone services are available; only a digital-based phone service is available, such as BT's Digital Voice. 

The Stop Sell also applies to existing customers renewing or upgrading their package.

More information can be found at: https://landlinesgo.digital/stop-sell/

Battery backups are available.

You can also visit a community engagement event to find out more or speak to BT's customer service.

Events can be found at either https://www.bt.com/broadband/digital-voice/events and https://landlinesgo.digital/events/

[simonmorg]

Thanks.

It explains the why, but doesn't address the consequences about emergency access in areas with no mobile signal.

What measures are EE putting in place to address the concerns of the vulnerable?   

My understanding is that a battery backup only provides about an hour's support.

We have had several days with no broadband on several occasions this year ("technical issues"), and have had a number of power outages lasting many hours.  We have always been able to make a landline call to inform family of the circumstances, but this option will no longer be available.

I not convinced that attendance at an engagement event will address this.

[jac_95]

@simonmorg 

Taken from: https://newsroom.bt.com/bt-group-refines-its-digital-switchover-programme-for-the-uks-full-fibre-fut...

Continued support for customers

The company will continue to maintain its strict policies to protect telecare users and vulnerable customers where they are made aware of their status and will continue to provide resilient solutions to customers who are dependent on their landline. These include:

• Providing free battery back-up units to customers with additional needs, such as those with health pendants, or who are over 70 or without mobile coverage. Battery back-up units enable calls in the event of a power outage and later this year, we will launch an advanced battery back-up unit outlasting most power cuts, with a battery life that far exceeds the minimum Ofcom requirements.
• Offering customers a hybrid phone with a battery back-up of eight hours and enabling calls over the mobile network in the event of a power outage.  
• Continued investment in our leading 4G network, which is on course to pass 90% of the UK’s geographic landmass by the mid-2020s, building additional resilience into our core network and providing reliable connectivity to rural communities through the Shared Rural Network programme. 
• Engineering appointments for all customers who identify as vulnerable and have additional needs, with the ability to nominate a family member, friend or carer to help them through the switch, who will receive all the information about switching on the customers behalf. Vulnerable customers will automatically receive the equipment they need and they won’t be switched until they have spoken to an advisor and booked an appointment.  
• In home support for telecare users, known as ‘Prove IP Telecare’, due to launch in Spring next year where an Openreach engineer will support a customer through the switch from an analogue to digital landline and will make sure that the telecare device is working before leaving the property. If the telecare device isn’t working, then the engineer will switch the customer back to an analogue landline.

[simonmorg]

• Providing free battery back-up units to customers with additional needs, such as those with health pendants, or who are over 70 or without mobile coverage. Battery back-up units enable calls in the event of a power outage and later this year, we will launch an advanced battery back-up unit outlasting most power cuts, with a battery life that far exceeds the minimum Ofcom requirements.

In my 60's but no serious health issues. But still potentially vulnerable with no contactability.  I could buy a unit but not cheap and 1 hour backup insufficient. How can I find out if BT will provide a free solution?

Are those advanced battery packs available yet?  We have had several power cuts of 8-10 hours this year,

• Offering customers a hybrid phone with a battery back-up of eight hours and enabling calls over the mobile network in the event of a power outage.  

Not a solution for us until mobile network improves.

• Continued investment in our leading 4G network, which is on course to pass 90% of the UK’s geographic landmass by the mid-2020s, building additional resilience into our core network and providing reliable connectivity to rural communities through the Shared Rural Network programme. 

This would address my concerns. But we have not been given any timeline for when we will get network coverage. But the Digital switchover is happening in weeks.  What happens in interim?

[jac_95]

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@simonmorg wrote:

........

In my 60's but no serious health issues. But still potentially vulnerable with no contactability.  I could buy a unit but not cheap and 1 hour backup insufficient. How can I find out if BT will provide a free solution?

Are those advanced battery packs available yet?  We have had several power cuts of 8-10 hours this year,

........

This would address my concerns. But we have not been given any timeline for when we will get network coverage. But the Digital switchover is happening in weeks.  What happens in interim?

---

This is a customer to customer community forum. The only employees from BT Group are the moderators. You'll need to contact BT/EE's customer support to go through the various options with them. Provide them with an explanation of your situation and lack of mobile signal.

They should then provide you with the options and solutions available to you.

[simonmorg]

Thank you,

The information you provided is helpful.

You can tell that I am not happy about the situation. 

It may be industry  wide but it does appear that the horse is being put before the cart for those customers with no mobile network coverage. Until there is a technical solution protecting for the full length of a powercut there will be risk.

There was an industry wide pause in rolling out the programme, but it appears that BT have restarted switching. The pause was sensible in my opinion. But enforcing non-voluntary migrations for those without mobile network is not.

I am told to contact BT if no mobile signal, but I am finding it hard to get put through to an appropriate adviser. When I request technical assistance it is assumed that I have a current broadband issue and am automatically told to restart my router. I don't get to speak to an advisor.

What option do I choose to get to speak to the right person?

[jac_95]

@simonmorg To speak to a BT/EE guide (What they call their customer support staff)

You can try:

0330 1234 150: option 1, option 1, option 5.