By January 2027, the UK’s old analogue landline network will be switched off and replaced with digital landlines, which use broadband instead of the traditional phone lines.
For most people, it’s as easy as plugging your current landline phone into your router. BT’s team have done extensive testing with a range of devices to make sure they are compatible, and they are.
But what if you use more specialist equipment, like an amplified phone or bell? We wanted to make sure that no one would be left unable to communicate.
That’s why we’ve been working with BT over the past two years on the switch to Digital Voice to ensure that people who are deaf, have hearing loss or tinnitus, receive the support they need from BT and are able to prepare for the switch with confidence.
A crucial part of this project was device and platform testing, which was led by RNID’s Technology Lead, Dr Alastair Moore.
Here we’ve asked Alastair a few questions about the project. Here, he shares about some of the work that went on behind the scenes, and what surprised him about this exercise.
Alastair, tell us what was interesting about this project?
Wherever you look, technology is advancing at a pace that can be bewildering. For some, jumping on the latest “new thing” is exciting because it unlocks new possibilities. But no one wants to be forced to use new things when the old things aren’t broken.
I was surprised to learn just how old the analogue phone network is and that it is no longer viable to repair it when it breaks. While the landline phone in your house will likely keep working for years to come, the line it is connected to has got to change.
Why was device testing needed?
Many people rely on their amplified landline phone and, quite reasonably, expect it to still work after switching to a digital landline. There is a real risk of exclusion or loss of access for people with hearing loss if devices are incompatible. It’s vitally important to people’s lives to have confidence that existing equipment will work with Digital Voice.
How did you do the actual tests?
We identified a wide range of telephones and associated devices that are used by deaf people or those with hearing loss. This involved quite a bit of desk research, device acquisition (from manufacturers, retailers, and the community), and then selecting those commonly used devices.
Then I headed over to BT’s Digital Services Lab at Adastral Park.
Together with the team from BT, we tested a whole range of devices and platforms, including amplified phones, Digital Enhanced Cordless Telecommunications (DECT) phones, corded phones, textphones, alerting systems, and answer machines. We also made sure to use a mix of new and used devices, and from a variety of brands.
We didn’t test all devices on all platforms, but a representative sample covering key scenarios and criteria, such as: making/receiving calls, caller ID, dual-tone multi-frequency (DTMF) tones, voice quality, answer machine functionality, and compatibility with services like RelayUK.
What did you discover?
Overall, the results were positive – however we did identify five issues that we fed back to BT – all now with solutions in place:
- Answer machines: The Digital Voice service has a voicemail service (1571) that is enabled by default and may pick up the call before the answer machine in your home does. The solution is to disable 1571 entirely, or adjust the settings so that the answer machine in your home picks up first.
- Extension phones: If you have more than one phone connected to a single landline you can use Digital Voice Adapters to plug in the extra phones. If you want more than one phone to join a single call at the same time, or transfer a call between phones, the router (BT Hub) will require some additional configuration. (Free engineer support is available for customers who need help).
- Non-ringing phones: Some older phones are wired slightly differently to modern phones. The original adapter supplied by BT for plugging your phone into your router was not compatible with older phones. This resulted in the phone not ringing when there was an incoming call. This issue does not occur with the adapters that are now being supplied.
- Textphone compatibility: In our testing we observed a few incorrect characters. The same behaviour is also observed using analogue landlines, so this is not a fault.
- Fax compatibility: Fax machines were not tested. BT’s testing suggests that continued functionality of fax machines is unpredictable and cannot be guaranteed. If you rely on fax to communicate, contact BT to discuss how they can support you.
Did you feel confident that the switch to digital landlines would be a smooth one for deaf people and those with hearing loss who rely on assistive devices?
I am confident that the vast majority of people won’t have any problems switching to a digital landline. All tested combinations of phone and platform worked as expected for typical use. And the most commonly used amplified phones and alerting devices are compatible without any need for special support or intervention.
As is so often the case, the challenge with introducing new technology is ensuring that everyone involved understands what is changing and why. And, if there are problems, it’s important that people can get the support they need.
To make sure you get the support you need, it’s important that BT are aware of your circumstances. See our previous blog for more details.
That said, no single solution works for every device. While the vast majority of phone handsets and assistive devices are compatible with BT Digital Voice, there may be some older or specialist equipment that requires additional support. If a device isn’t compatible, BT can provide advice on alternative options, including replacement equipment, support with setup, or specialist solutions tailored to individual needs.
What would you say to BT customers who may still be concerned about the switch?
Keep an eye out for communication from BT – or contact them directly and request support. They have a website and helpline specially dedicated to this.