BT has been accused of "bullying" customers after reports that some users had their broadband temporarily paused as pressure to switch to digital landline services.
Providers across the sector are racing to migrate household landlines from the traditional copper network to voice-over-internet-protocol (VoIP), which carries calls over a broadband connection rather than analogue copper lines. Telecoms companies say the work is part of a nationwide programme to modernise the phone network ahead of a cutover by the end of January.
So far, companies have moved roughly 16–17 million lines from the old copper system to VoIP, a transition industry sources describe as the largest technological upgrade in the UK since the early 2000s analogue television switch-off. The migration is intended to replace ageing copper infrastructure with digital networks that operators say are more efficient to run and maintain.
Critics say tactics such as temporarily suspending broadband services to push customers towards an upgrade are heavy-handed and risk harming vulnerable users who rely on stable connections for medical monitoring, alarms or communication. The accusation of "bullying" reflects growing consumer frustration as the deadline approaches and providers step up efforts to complete the changeover.
The debate highlights tensions between the drive to complete a long-planned technical transition and concerns about consumer protection and service continuity. Campaigners and some customers are calling for clearer safeguards and a smoother migration process to ensure households are not left without essential services during the switch to VoIP.