BT accused of 'bullying' customers by pausing broadband in digital landline push

Why This Matters

• Millions of UK households still reliant on copper landlines could face service disruption if they do not switch to VoIP before the deadline.
• The accusation of bullying raises questions about consumer protections during large-scale infrastructure transitions.
• The outcome may set a precedent for how telecom companies manage future technology upgrades.

Background

The UK is transitioning from the public switched telephone network (PSTN) to VoIP, which routes calls over broadband. This is the largest telecom infrastructure shift since analogue TV switch-off. Providers including BT are tasked with moving customers by a January deadline, but the pace and methods have sparked controversy.

Key Perspectives

BT/Providers: Need to meet the January deadline for the national copper network retirement and argue the switch is necessary for modernisation. Customers and advocacy groups: Accuse BT of bullying tactics, including pausing broadband to force upgrades, and call for more consumer choice and clearer communication. Critics: Warn vulnerable customers, such as the elderly or those in areas with poor broadband, could be left without reliable phone service.

What to Watch

• Whether the regulator intervenes over BT's tactics before the January deadline.
• Number of households yet to migrate and potential for a last-minute rush or complaints.
• Any reports of service outages or safety incidents linked to the forced switch.