Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the Written Answers by Viscount Camrose on 5 April (HL6987, HL6988, HL6989 and HL6990), whether local authorities are represented on the Digital Phone Advisory Group.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
In April, BT announced the expansion of its trials of Digital Voice with a small group of customers, extending beyond its pilot schemes in Salisbury in the South West, and Mildenhall in Suffolk. This expansion group will be made up of lower usage landline customers who already have a full fibre broadband connection. These customers will be contacted four weeks in advance to help ensure they’re ready to migrate to Digital Voice. This will be followed by further communication ahead of their switchover date. These will be sent out via letter, postcards and text messages and will include all of the information they need to make the switch, including how to set up their phone on the day of the switch. For most customers, the switch will consist of simply connecting a handset to a router rather than the phone socket on the wall.
BT has engaged with a broad range of external stakeholders as part of its Digital Voice migration programme. The Digital Voice Advisory Group (DVAG) has advised BT on how best to support and engage with customers who will require additional support to migrate to Digital Voice. Members of the DVAG include representative groups and charities such as Age UK, Department of Health and Social Care, Independent Age, Rural Services Network, Silver Voices and Which?. BT have also invited other organisations to attend meetings on an ad hoc basis.
BT has engaged with local authorities in a number of areas related to Digital Voice, although no local authorities are formal members of DVAG. BT is working with local authorities via industry working groups to discuss issues such as telecare and frequently speaks to the Local Government Association about Digital Voice.
In the pilot areas of Salisbury and Mildenhall, Communication Providers have cultivated working relationships with Wiltshire and Suffolk Councils to support the migration and related engagement activity. Communication Providers will replicate this approach when the time comes to migrate customers on a regional basis, working closely with other local authorities across the country to ensure the regional migration is as effective as possible.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the Written Answers by Viscount Camrose on 5 April (HL6987, HL6988, HL6989 and HL6990), how at-risk customers, such as the chronically sick and disabled, who will receive additional support during their migration process under the Digital Voice programme, were identified by BT; and how many at-risk customers they identified in total.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
While the number of at-risk customers BT have identified is commercially confidential, BT has developed a range of solutions to help ensure all of its customers, including those who are chronically ill, disabled or require additional support in another way, can have confidence in moving to and using the new home phone service. These options include, among others, free battery back-up units to engineer supported installations or hybrid landline phones. BT will provide the router and a Digital Voice adapter free of charge, on request to customers that need it.
The exact configuration of support each customer will require will vary depending on their specific needs. Customers wishing to contact BT by phone can do so at any time on 0800 800 150 to discuss their specific requirements. Additionally, further information about the range of support on offer is available on the BT website. Other Communications Providers offer similar services. If any customer needs any additional support or if they have additional needs, BT will arrange for an engineer to make a home visit.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the Written Answers by Viscount Camrose on 5 April (HL6987, HL6988, HL6989 and HL6990), what connectivity solutions they are proposing under the Digital Voice programme to premises with (1) little or no electricity, or (2) no mobile phone signal, in the event of (a) a power cut, or (b) where a resident does not have or want a mobile phone.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
Communication Providers, including BT, have a range of solutions available for Digital Voice customers, particularly those who require extra support. For most customers with additional needs who live in an area with 4G mobile coverage, mobile remains the best way of making calls in the event of a power loss. The Department for Science, Innovation and Technology is working with industry to extend mobile coverage through projects such as the Shared Rural Network, and also to improve resilience of the mobile network.
Customers who do not have, or do not want, a mobile phone can request a hybrid phone with a built-in battery that switches automatically to the mobile network in the event of a power outage. This device looks and feels like a normal landline handset. For Digital Voice customers who live in an area without mobile signal and are identified as vulnerable, BT will provide a battery back-up unit free of charge. For customers without a fixed broadband connection, BT are also looking at developing a device which functions in the same way as the landline but uses the mobile network instead.
Ofcom estimates that less than 1% of BT landline customers have insufficient 4G mobile coverage in their area to make an emergency call. This number will drop as BT provides further investment to continue expanding its network – since March 2020 EE, part of BT Group, has improved 4G coverage in over 1,500 locations across the UK and expects to improve coverage in hundreds of further locations by June 2024.
We encourage customers who have questions about their power supply to contact their energy provider as Communications Providers do not provide a solution for customers without access to mains power.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the Written Answers by Viscount Camrose on 5 April (HL6987, HL6988, HL6989 and HL6990), how future-proofed the Digital Voice solutions will be in terms of (1) future mobile technology, and (2) the range of successive generations.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
Communication Providers, including BT, have a range of solutions available for Digital Voice customers, particularly those who require extra support. For most customers with additional needs who live in an area with 4G mobile coverage, mobile remains the best way of making calls in the event of a power loss. The Department for Science, Innovation and Technology is working with industry to extend mobile coverage through projects such as the Shared Rural Network, and also to improve resilience of the mobile network.
Customers who do not have, or do not want, a mobile phone can request a hybrid phone with a built-in battery that switches automatically to the mobile network in the event of a power outage. This device looks and feels like a normal landline handset. For Digital Voice customers who live in an area without mobile signal and are identified as vulnerable, BT will provide a battery back-up unit free of charge. For customers without a fixed broadband connection, BT are also looking at developing a device which functions in the same way as the landline but uses the mobile network instead.
Ofcom estimates that less than 1% of BT landline customers have insufficient 4G mobile coverage in their area to make an emergency call. This number will drop as BT provides further investment to continue expanding its network – since March 2020 EE, part of BT Group, has improved 4G coverage in over 1,500 locations across the UK and expects to improve coverage in hundreds of further locations by June 2024.
We encourage customers who have questions about their power supply to contact their energy provider as Communications Providers do not provide a solution for customers without access to mains power.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the Written Answers by Viscount Camrose on 5 April (HL6987, HL6988, HL6989 and HL6990), who will cover the cost in cases where a (1) broadband router, or (2) Wi-Fi extender, is required under the Digital Voice programme.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
Communication Providers, including BT, have a range of solutions available for Digital Voice customers, particularly those who require extra support. For most customers with additional needs who live in an area with 4G mobile coverage, mobile remains the best way of making calls in the event of a power loss. The Department for Science, Innovation and Technology is working with industry to extend mobile coverage through projects such as the Shared Rural Network, and also to improve resilience of the mobile network.
Customers who do not have, or do not want, a mobile phone can request a hybrid phone with a built-in battery that switches automatically to the mobile network in the event of a power outage. This device looks and feels like a normal landline handset. For Digital Voice customers who live in an area without mobile signal and are identified as vulnerable, BT will provide a battery back-up unit free of charge. For customers without a fixed broadband connection, BT are also looking at developing a device which functions in the same way as the landline but uses the mobile network instead.
Ofcom estimates that less than 1% of BT landline customers have insufficient 4G mobile coverage in their area to make an emergency call. This number will drop as BT provides further investment to continue expanding its network – since March 2020 EE, part of BT Group, has improved 4G coverage in over 1,500 locations across the UK and expects to improve coverage in hundreds of further locations by June 2024.
We encourage customers who have questions about their power supply to contact their energy provider as Communications Providers do not provide a solution for customers without access to mains power.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the resumption by BT of the rollout of Digital Voice, what assessment they have made of plans to improve mobile phone coverage in the areas without copper connection.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
The UK’s transition from the Public Switched Telecoms Network (PSTN) to IP-based telephony services (such as BT’s Digital Voice programme) is an industry-led migration. While Department for Science, Innovation and Technology (DSIT) meets regularly with telecom providers to discuss their progress, we do not assess individual companies’ programmes given each provider has their own schedule and plans for the upgrade.
Openreach, as the subsidiary of BT Group responsible for operating and maintaining the digital network, is working closely with other communications providers and industry bodies to collectively work through any migration challenges. In 2018, Openreach conducted a consultation towards communication providers to inform its strategy for the PSTN migration.
Separately, BT’s consumer division has reformed its approach to migrating residential customers. For instance, they have introduced the Digital Voice Advisory Group, an association made up of charities and representative groups that has been advising on the needs of customers most affected by the switch. DSIT meets regularly with both Openreach and BT Consumer counterparts to monitor their progress and discuss particular issues.
Customers with limited broadband connectivity will not be adversely impacted by the PSTN migration. In order to function correctly, Voice over IP requires a minimum stable connection speed of just 0.5 Mbps, and for current landline-only customers it will be possible to order a VoIP landline without purchasing an internet connection.
Furthermore, the PSTN migration does not affect the universal service obligations set in the Electronic Communications (Universal Service) Order 2003 which require the designated providers (namely BT Group and KCOM) to offer telephony services throughout the UK. BT Group and KCOM will still be required to provide access to a range of telephony services.
This government remains committed to extending good quality mobile coverage across the UK. The Shared Rural Network programme will increase 4G mobile coverage to 95% of the UK landmass by the end of 2025, underpinned by licence obligations. Furthermore, through the Wireless Infrastructure Strategy, we have announced a new ambition of nationwide coverage of standalone 5G to all populated areas by 2030.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the resumption by BT of the rollout of Digital Voice, what assessment they have made of BT's commitment to providing backup battery packs for vulnerable people against power cuts and of the re-charging arrangements for the packs.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
The Public Switched Telephone Network (PSTN) is privately-owned and the decision to upgrade it has been taken independently by the telecoms industry. However, the government and Ofcom are working together to ensure consumers and sectors are protected and prepared for the migration to Voice-over-internet Protocol (VoIP).
All Communications Providers have obligations under the Communications Act 2003, implemented under Condition A3 of Ofcom’s General Conditions of Entitlement (available on their website), to provide a Public Emergency Call Service for the numbers 999 and 112 in the UK. Ofcom places a regulatory obligation on Communications Providers to take all necessary measures to ensure uninterrupted access to emergency organisations for their customers, and these obligations will continue post migration.
Ofcom has issued guidance on how telecoms companies can fulfil their regulatory obligation to ensure that VoIP customers have continued access to the emergency services in the event of a power outage. The guidance states that at least one solution must be available for a minimum of one hour that enables access to emergency organisations in the event of a power cut. Any solution must be made available free of charge to customers who providers determine are reliant on their landline to make emergency calls during a power cut. These are minimum standards, and in practice many providers are offering solutions which exceed them.
The Government has asked Ofcom to review how all communications providers are meeting the needs of their customers by fulfilling their obligations during power outages, because it falls within Ofcom’s remit to determine the terms of its General Conditions as an independent regulator.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the resumption by BT of the rollout of Digital Voice, what assessment they have made of the needs of residents without an adequate electricity supply.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
The Public Switched Telephone Network (PSTN) is privately-owned and the decision to upgrade it has been taken independently by the telecoms industry. However, the government and Ofcom are working together to ensure consumers and sectors are protected and prepared for the migration to Voice-over-internet Protocol (VoIP).
All Communications Providers have obligations under the Communications Act 2003, implemented under Condition A3 of Ofcom’s General Conditions of Entitlement (available on their website), to provide a Public Emergency Call Service for the numbers 999 and 112 in the UK. Ofcom places a regulatory obligation on Communications Providers to take all necessary measures to ensure uninterrupted access to emergency organisations for their customers, and these obligations will continue post migration.
Ofcom has issued guidance on how telecoms companies can fulfil their regulatory obligation to ensure that VoIP customers have continued access to the emergency services in the event of a power outage. The guidance states that at least one solution must be available for a minimum of one hour that enables access to emergency organisations in the event of a power cut. Any solution must be made available free of charge to customers who providers determine are reliant on their landline to make emergency calls during a power cut. These are minimum standards, and in practice many providers are offering solutions which exceed them.
The Government has asked Ofcom to review how all communications providers are meeting the needs of their customers by fulfilling their obligations during power outages, because it falls within Ofcom’s remit to determine the terms of its General Conditions as an independent regulator.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the resumption by BT of the rollout of Digital Voice, what assessment they have made of how contact with the emergency services will be guaranteed for residents.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
The Public Switched Telephone Network (PSTN) is privately-owned and the decision to upgrade it has been taken independently by the telecoms industry. However, the government and Ofcom are working together to ensure consumers and sectors are protected and prepared for the migration to Voice-over-internet Protocol (VoIP).
All Communications Providers have obligations under the Communications Act 2003, implemented under Condition A3 of Ofcom’s General Conditions of Entitlement (available on their website), to provide a Public Emergency Call Service for the numbers 999 and 112 in the UK. Ofcom places a regulatory obligation on Communications Providers to take all necessary measures to ensure uninterrupted access to emergency organisations for their customers, and these obligations will continue post migration.
Ofcom has issued guidance on how telecoms companies can fulfil their regulatory obligation to ensure that VoIP customers have continued access to the emergency services in the event of a power outage. The guidance states that at least one solution must be available for a minimum of one hour that enables access to emergency organisations in the event of a power cut. Any solution must be made available free of charge to customers who providers determine are reliant on their landline to make emergency calls during a power cut. These are minimum standards, and in practice many providers are offering solutions which exceed them.
The Government has asked Ofcom to review how all communications providers are meeting the needs of their customers by fulfilling their obligations during power outages, because it falls within Ofcom’s remit to determine the terms of its General Conditions as an independent regulator.
Asked by: Lord Clement-Jones (Liberal Democrat - Life peer)
Question to the Department for Science, Innovation & Technology:
To ask His Majesty's Government, further to the resumption by BT of the rollout of Digital Voice, what assessment they have made of the consultation which has taken place prior to resumption of the Digital Voice rollout.
Answered by Viscount Camrose - Shadow Minister (Science, Innovation and Technology)
The UK’s transition from the Public Switched Telecoms Network (PSTN) to IP-based telephony services (such as BT’s Digital Voice programme) is an industry-led migration. While Department for Science, Innovation and Technology (DSIT) meets regularly with telecom providers to discuss their progress, we do not assess individual companies’ programmes given each provider has their own schedule and plans for the upgrade.
Openreach, as the subsidiary of BT Group responsible for operating and maintaining the digital network, is working closely with other communications providers and industry bodies to collectively work through any migration challenges. In 2018, Openreach conducted a consultation towards communication providers to inform its strategy for the PSTN migration.
Separately, BT’s consumer division has reformed its approach to migrating residential customers. For instance, they have introduced the Digital Voice Advisory Group, an association made up of charities and representative groups that has been advising on the needs of customers most affected by the switch. DSIT meets regularly with both Openreach and BT Consumer counterparts to monitor their progress and discuss particular issues.
Customers with limited broadband connectivity will not be adversely impacted by the PSTN migration. In order to function correctly, Voice over IP requires a minimum stable connection speed of just 0.5 Mbps, and for current landline-only customers it will be possible to order a VoIP landline without purchasing an internet connection.
Furthermore, the PSTN migration does not affect the universal service obligations set in the Electronic Communications (Universal Service) Order 2003 which require the designated providers (namely BT Group and KCOM) to offer telephony services throughout the UK. BT Group and KCOM will still be required to provide access to a range of telephony services.
This government remains committed to extending good quality mobile coverage across the UK. The Shared Rural Network programme will increase 4G mobile coverage to 95% of the UK landmass by the end of 2025, underpinned by licence obligations. Furthermore, through the Wireless Infrastructure Strategy, we have announced a new ambition of nationwide coverage of standalone 5G to all populated areas by 2030.