BT has been accused of 'bullying' customers into upgrading to a digital landline by threatening to pause their broadband services ahead of the January 2027 deadline. The accusation comes as Openreach, the network provider, reports that approximately 1.3 million copper-based landlines have yet to be migrated to the new digital system before the old public switched telephone network (PSTN) is retired.
Campaign group raises concerns over BT tactics
Dennis Reed, founder of the campaign group Silver Voices, said he is seeing increasing evidence of pressure tactics being used to force customers to switch over. "I'm getting increasing evidence that there is some bullying behaviour going on in order to try to force people to switch over," Reed said.
Reed detailed specific cases where BT broadband customers who had not been cooperative over a date to switch their landline were threatened with having their internet cut off. "I have heard of cases that some with a contract with BT for broadband, who have not been particularly proactive or cooperative over a date to switch their landline, have been threatened with their internet being cut off," he said.
BT defends temporary broadband pauses
Reed also expressed fears that vulnerable people could be left without service entirely. "I am also fearful that, because targets have to be met, a lot of people are going to fall through the cracks," he added.
In response, a BT spokesperson defended the company's approach, stating: "Throughout this transformation BT has been raising awareness of the switchover, supported by local events, advertising campaigns and partners – as well as direct communications to our customers."
The spokesperson explained that the temporary broadband pause applies only to a small minority of customers who have not responded to repeated communications. "The temporary broadband pause we have introduced for this small minority is intended to help prevent a complete loss of service when the old, analogue network is retired," they said.
Age UK urges providers to avoid cliff edge
Caroline Abrahams, charity director at Age UK, called on telecoms providers to ensure no older person is left without service as the deadline approaches. "As the January 2027 deadline gets closer the telecoms providers should commit to ensuring that no older person is cut off if they haven't yet switched. It should not mark a hard-and-fast cliff edge," Abrahams said.
Abrahams highlighted that older people are disproportionately represented among those who have not yet made the switch. "We know that older people are overrepresented among those who are yet to switch," she said.
The PSTN retirement will affect all copper-based landline services across the UK, and Openreach has confirmed that 1.3 million lines still need to be migrated before the January deadline. BT has warned that customers who fail to take action when contacted about the switchover could lose their services entirely when the outdated network is retired.
