WHAT IS DIGITAL VOICE?
Digital Voice is your home phone service delivered through your broadband connection instead of the old analogue network. It includes features like Call Protect and Voicemail as standard.
The analogue network is being switched off by 2027, so BT is moving customers to Digital Voice. It is more reliable and offers smarter call blocking.
For most customers, how you use your phone or pay your bill will not change. BT will contact you when it is your turn to switch and provide simple instructions.
HOW MUCH DOES DIGITAL VOICE COST?
Switching to Digital Voice won't cost you anything. And you won't pay more than your current home phone plan, unless you’ve chosen to upgrade to Digital Voice while recontracting your home broadband plan.
WHAT EQUIPMENT DO I NEED FOR DIGITAL VOICE?
If you don't want to connect it to the hub or have additional phones to connect, you can order an adapter for free.
Learn more about Digital Home Phones
WANT MORE INFORMATION?
You'll find more useful tips on our help pages.
Find more details on features
Will telecare and burglar alarms work with Digital Voice?
We’re working with telecare providers to make sure their equipment works with Digital Voice. If you use telecare, contact your provider before you switch. They may ask what equipment you use or contact BT to check compatibility.
If you have a burglar alarm that uses your phone service, contact your alarm provider.
What happens to Digital Voice during a power cut or broadband outage?
If there is a power cut or your broadband stops working, you will not be able to make calls using Digital Voice, including 999calls. You should keep a fully charged mobile phone as a backup.
If you live in an area with no mobile signal, contact BT on 0330 1234 150. Customers who need extra support may be offered a backup unit so they can still make essential calls for a short time during an outage.
Frequently asked questions
If you’re an existing BT customer:
We’ll contact you when it’s your time to move. Once you receive your first letter, it’s around four weeks until your official switch date. If you have any questions or need help, please call us on 0800 800 150.
We’ll then send you a postcard letting you know about the equipment you may need to order.
You may also be offered Digital Voice if you make a change to your broadband plan.
For most households, it’s a simple case of unplugging your phone from its current socket and plugging it into your Smart Hub 2 on Switch Over Day.
If you’re new to BT or an existing customer changing your broadband plan:
Simply choose a phone plan (or a broadband and phone plan) that works for you. As part of your order, you’ll be offered Digital Voice if it’s available in your area.
If you’re getting Digital Voice, and don’t already have a Smart Hub 2, we’ll send you one. If you want to keep your current phone and are not able to connect into the back of your Smart Hub 2, you might need an adaptor which we will send you for free. The process is the same - just plug your phone into your Smart Hub 2 or adaptor on Switch Over Day.
It works by using something called a Voice over Internet Protocol (VoIP). It converts your voice into a digital signal so it can be sent between devices over the internet. It’s a similar technology used by other voice and video services like WhatsApp, FaceTime and Skype.
By the end of January 2027, the UK’s current phone network will be retired and upgraded from copper analogue lines to a digital service. So, if you want to keep your home phone, you’ll have to switch to Digital Voice by then.
If you don’t want to switch, or you no longer need a home phone, we can transfer you to a broadband only plan instead.
If you change your broadband package to Full Fibre broadband and want a home phone, we’ll upgrade you to Digital Voice as part of your order. In order to get everyone switched over to the new service, we're already switching some customers over across the UK.
Most cordless digital phones are compatible with Digital Voice and the phone’s base unit can be connected directly to your Smart Hub 2. If you don’t want to have your
phone near the Smart Hub 2 or if you want to keep your existing phone, you can use an adaptor.
If you’re an existing customer, you’ll receive a postcard when it’s your turn to switch. This lets you know how to order a free adaptor (if needed) ahead of your Switch Over Day. If you need a Smart Hub 2, we’ll send you one automatically, there’s no need to order one.
If you’re new to BT, or switching to Digital Voice as part of a change to your broadband plan, you’ll get an adaptor (if required) or you can order a Digital Home Phone handset at a discounted rate.
Yes, you’ll be able to keep your current phone number, this won’t be affected by the switch to Digital Voice.
Specialist phones will still work with Digital Voice. To set them up and connect on your Switch Over Day, you’ll need to plug them into the back of your Smart Hub 2. If you have a second specialist phone, or want to have your phone away from your Smart Hub 2, you’ll need to order an adaptor for free.
Depending on the kind of phone you have, you may not get all the features that come with Digital Voice. But you’ll still have a much clearer line and, if your phone has special features, these will still work.
Please note: while corded big button phones currently work during a power cut, they won’t on Digital Voice. If there’s a power cut, we recommend using a mobile phone. If this isn’t possible, please phone us on 0800 800 150, and we’ll help find a solution for you.
We’ll contact you with details of your Switch Over Day (this is the day we activate Digital Voice in your home). We’ll send you emails/letters and postcards along the way. These will give you all the information you need to make your switch as easy as possible. If you have any questions or concerns when we contact you just give us a call on 0800 800 150.
We'll give all customers plenty of notice when we are preparing to switch you to the new service. If you identify as having additional needs or use a telecare alarm system, please let us know by calling 0800 800 150 so that we can provide a solution that works best for your needs.
Yes you’ll be able to nominate a friend or family member who will help you switch. We’ll contact you before you switch over, so you can let us know who you would like to nominate.
We’re currently working on different solutions to keep people who have no Broadband connected. We’ll be sure to let you know well in advance what your options are. Rest assured, you won’t be left without a home phone service and you won't pay more than you do today.
If you think that you live in an area with poor mobile reception, and there’s a power cut, we’ll provide you with a solution to make sure you can make calls for a short period of time. Get in touch by calling 0800 800 150 and we can walk you through your options.
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.
Fraudsters are known to call claiming to be from BT, when it’s actually a scam. If you’re worried the call may not be genuine, simply put the phone down. For more information, see how to keep yourself safe from scams.