BT Accused of Bullying Customers Over Digital Landline Switch 2026

BT has been accused of bullying customers by temporarily cutting off their broadband to pressure them into upgrading to a digital landline, as telecoms providers race to migrate households before the January deadline. The allegations come as the industry pushes to retire the ageing copper network in what is being described as the biggest technological upgrade since the early 2000s.

The Digital Landline Migration Explained

Telecoms companies have so far migrated between 16 and 17 million lines from the old copper network to digital voice over internet protocol (VoIP), which uses a broadband connection instead of traditional phone wiring. This shift is part of the retirement of the public switched telephone network (PSTN), a system that has underpinned UK communications for decades.

Openreach, the BT subsidiary that maintains the vast majority of the UK's broadband and telephony network, says about 1.3 million copper-based landlines are still waiting to be migrated. With the end-of-January deadline looming, providers have ramped up pressure after years of direct customer communications and awareness campaigns failed to prompt some households to engage.

Allegations of Bullying Tactics

Dennis Reed, founder of the campaign group Silver Voices, said he is seeing increasing evidence of bullying behaviour designed to force people to switch over. "I have heard of cases where some with a contract with BT for broadband, who have not been particularly proactive or cooperative, have had their service paused," he said.

The claims suggest that some customers are being left without internet access until they agree to migrate to a digital landline. For vulnerable households, especially the elderly, this can mean losing contact with family, access to online services, and even emergency calls.

Why the Deadline Matters

The PSTN switch-off is not optional. Once the copper network is retired, traditional landlines will no longer work. Providers argue that delaying the migration risks leaving customers without any phone service at all. However, critics say the aggressive approach undermines trust and leaves consumers feeling coerced.

Key Takeaways for Consumers

• Check your contract: Understand whether your broadband and phone service will be affected by the PSTN switch-off.
• Know your rights: Providers should not cut off service without proper notice or justification.
• Act early: Migrating before the deadline can help you avoid last-minute pressure and potential outages.
• Seek support: Vulnerable customers may qualify for additional help from their provider.

What Happens Next?

Ofcom, the UK communications regulator, has previously warned providers against using high-pressure tactics. The regulator expects companies to treat customers fairly and to ensure that no one is left behind during the digital switchover. BT has not yet responded to the specific bullying allegations, but the company has consistently stated that its priority is to protect customers and ensure a smooth transition.

For now, the race to retire copper continues. With only a fraction of lines left to migrate, the coming weeks will be critical in determining whether the industry can complete the switch without further controversy.

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