BT is currently managing a massive infrastructure transition, moving millions of customers from the traditional copper-based public switched telephone network (PSTN) to a digital voice-over-internet-protocol (VoIP) system. This upgrade, which is the most significant change to UK telecommunications since the analogue television switch-off, is intended to modernize the network. To date, approximately 16 to 17 million lines have been successfully migrated.

However, the process has drawn criticism from customers and consumer advocates who allege that BT is using aggressive tactics to meet the upcoming January deadline. Reports indicate that some customers have experienced temporary broadband outages, which critics describe as a form of "bullying" designed to compel users to accept the transition to digital landlines. The switch is mandatory as the legacy copper network is being retired, but the method of implementation has sparked concerns regarding service reliability and the pressure placed on households during the transition period.