BT Digital Voice Switchover
Making communication more accessible for people who are deaf, have hearing loss, or tinnitus.
Working in partnership – BT and RNID
We are working together with BT to improve the experience of customers who are deaf, have hearing loss, or tinnitus during the Digital Voice switchover – the transition from traditional landlines to digital phone lines.
Our partnership goals
Together we’re committed to raising awareness, improving accessibility, and ensuring that vulnerable customers receive the support they need every step of the way.
So far we’ve:
- Joined BT’s customer experience roundtable to represent the needs of our communities
- Reviewed BT’s customer communications to make them clearer and more inclusive
- Tested commonly used assistive technology with the new digital phone lines
- Conducted customer trials to better understand real-life experiences
- Launched a communications campaign to reach people who are deaf, have hearing loss, or tinnitus
Over the last year, we’ve been working with BT to:
- Explain how the Digital Voice switchover may affect people using assistive technology
- Encourage customers to let BT know if they are deaf, have hearing loss, or tinnitus
- Highlight how BT has worked closely with RNID and our communities to make the process more inclusive
And we’re continuing to work together
We will continue to work with BT to support customers who are deaf, have hearing loss, or tinnitus throughout the digital landline switch, focusing on the forthcoming Connected Together campaign and ensuring the successful delivery of the Digital Voice programme until its completion in January 2027.