Moving to Digital Voice

If we've written to say your home phone is moving to Digital Voice, you'll be upgraded from the old copper network to a new broadband-based connection. There's no change to your plan or bill, and your number won't change either.

To move over, you just need to connect your home phone to your Smart Hub 2 on the switch date. See our instructions for setting up digital voice


We’ll activate Digital Voice. On that day, all you need to do is connect your phone to your Smart Hub 2 and you can keep on making calls as normal. We’ll let you know the date of your switch soon.

No, there’s no charge. We also won’t change your contract length, or increase the cost of your service when your contract ends.

If you need new equipment it will arrive before your switch over day. We’ll let you know the delivery date.

Instructions will be in the box with your hub. 

No, switching to Digital Voice won't have a noticeable impact on your broadband service.

No, Digital Voice is not impacted by wi-fi strength.

Yes, your Hub needs to be switched on and connected to broadband.

If you plug your phone into a telephone socket that's not near to your Smart Hub 2, that's ok. You can use an adapter to connect them.

You can order an adapter from

Just connect the base unit of your main handset to your Smart Hub 2. Your other handsets will automatically connect.

If you have a number of normal phones (i.e., not Digital Voice phones) you'll need to use adapters. You can order one adapter for free from

For help with setting up just call us on 0330 1234 150.

If you have a telecare or healthcare alarm or a burglar alarm, it may not be supported on Digital Voice. Please consult your service provider to confirm it’s compatible before you move to Digital Voice.


Alarm providers are aware of the switch to Digital Voice and have a variety of solutions in place to make sure your services can continue. These might involve broadband or mobile technology; your alarm provider will discuss the best option with you. 

If you need to speak to us after contacting your alarm provider please call us on 0330 1234 150.

If you don’t use your landline and don’t need a home phone at all, you can move to one of our Broadband Only plans. If you call us within 7 days of receiving your letter about the move to Digital Voice, we’ll be able to get you onto a Broadband Only plan and cancel the move to Digital Voice.

Call us on 0330 1234 150 to discuss available plans.

If there is a power outage or your broadband fails, you’ll be unable to make calls using Digital Voice, including calls to 999. You’d experience this if you have a cordless phone plugged into a power supply. You’ll still be able to use a mobile phone, which should be charged at all times. If you don’t have a mobile phone or are in an area with no mobile signal, please contact us on 0330 1234 150.

When making any calls (local or national), you'll need to include the area dialling code.

If you get a replacement broadband hub you'll need to backup and restore your phone contacts, using your BT Smart Hub online. In your BT Smart Hub Manager, click Phone, then Contacts. In this section you can export the contacts from your Digital Voice phone to your computer. To do this, click the Export button and save the file. Once your hub has been replaced you can restore your contacts by first clicking the Browse button to find your saved contacts file. Then click the Import button to send them to your Digital Voice phone.

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