BT Business Broadband and Phone (Digital Line)

What BT means by broadband and phone today

Until recently, "broadband and phone" meant broadband on top of a traditional copper phone line. That is changing. Openreach is closing the old analogue phone network (the PSTN), and BT says it is no longer selling traditional phone lines to make sure customers are digital-ready. Our PSTN switch-off guide explains what that means for broadband.

So when BT sells business broadband with a phone, the phone part is a Digital Line. BT's Digital Line for broadband customers is Cloud Voice Express: a business phone line that works over your internet connection rather than over a copper pair. BT lists bundles across its plans, for example "Pro 900 + Digital Line", and the broadband itself is still Essential, Enhanced or Pro.

We cover the broadband side here. Our sister site has the full detail on the phone side: see BT Cloud Voice Express.

How the Digital Line works

BT's Digital Line gives you a business number you can use in two ways:

• On your mobile, through the Cloud Voice Express app. BT says you can get a Digital Line as long as you have a compatible mobile to download the app, and the app needs a current iOS or Android version and an internet connection.
• On an office phone, which plugs into the back of your Smart Hub instead of a wall socket. Making and taking calls on it works the same way as on a traditional phone.

BT's Digital Line features include nuisance call filtering against known numbers, voicemail converted to text in the app, and call divert to colleagues so calls are not missed. BT also says you can keep the same number if your business moves, subject to its Cloud Voice Express terms.

Two things that catch people out: old traditional phones are not compatible with a Digital Line, and existing extension wiring will not work with it. If you need phones in several rooms, BT sells additional handsets. BT notes that if several handsets share one number, only one call can be made at a time on that line; if you need more than one call at once, BT allows extra Digital Lines on the same service.

Call packages

Call package details, call charges and handset choices are confirmed at quote. BT's Unlimited UK Calls package covers calls lasting less than an hour; longer calls are charged under BT's terms, so a call that will run long can be ended and redialled.

Bundle or separate?

Bundling the Digital Line with your broadband gives you one contract and one order. A few points to weigh up:

• Bundles and broadband-only plans are priced differently in BT's pricing terms, including how the monthly price changes each April. We show you both in the quote.
• Ultra cannot be bundled. BT Ultra Broadband is broadband only, so a Digital Line or other voice service is sold separately alongside it.
• More than a few users? Cloud Voice Express suits very small businesses. If several people need to answer the same number, or you want call queues, an auto attendant or Microsoft Teams calling, full BT Cloud Voice is the better fit. It runs over any good broadband connection, including all BT Business Broadband plans.
• Broadband only is fine too. If you already use a mobile for business calls, or your phone system runs over the internet, you may not need a Digital Line at all; see broadband without a phone line.

Keeping calls going when the broadband drops

Because a Digital Line runs over your broadband, a broadband fault also affects the phone. There are two things to plan for:

• Line faults: Hybrid Backup, included with Enhanced and Pro and an add-on for Essential, switches your connection to 4G automatically. BT says IP voice keeps working when it does. The Cloud Voice Express app on a mobile is a second way to keep taking calls.
• Power cuts: BT is clear that a digital line will not work in a power cut. Keep a charged mobile for emergencies. BT says extra support may be available if you do not have a mobile or are worried about calling the emergency services.

Our broadband for VoIP guide covers what a connection needs for good call quality.

Check what else uses your phone line

Before a copper line is replaced, check every device that might be using it. BT lists several that may not work on a Digital Line:

• Alarms that dial out over a traditional line (many alarms now use the internet or a mobile network instead)
• Card machines that connect over a phone line rather than broadband or mobile
• Lift emergency lines, which BT says a Digital Line is not suitable for
• Personal care systems and pendants, some of which need a traditional line
• EPOS and takeaway ordering systems that recognise customers by phone number
• Franking machines, fax and door entry on older equipment

Our sister site covers these in depth: alarms and special lines and card terminals and the switch-off.

Ordering broadband and phone together

When you order broadband with a Digital Line through us, the steps are:

1. Check the address for Full Fibre, Standard Fibre or copper, and the speed tiers BT can provide.
2. Check your numbers and devices: which numbers you want to keep, who provides them now, and what else is plugged into your current line.
3. Choose the broadband plan and call package: Essential, Enhanced or Pro, with pay as you go or Unlimited UK Calls, and any extra handsets or lines.
4. Place the order so the broadband, the Digital Line and any number move line up, with the installation date confirmed by BT.
5. Set up on the day: the Smart Hub goes in, the handset plugs into the back of it, and the Cloud Voice Express app is downloaded to the mobiles that will use the number.

If several people take calls, we can also show you what the same order looks like with BT Cloud Voice instead of a Digital Line.

How we help

We supply both BT Business Broadband and BT Cloud Voice, so we can look at the broadband and the phones together. We check the access type at your address, ask how calls are answered today, check which numbers you want to keep and which devices use your current line, then recommend broadband with a Digital Line, broadband with BT Cloud Voice, or broadband only. We place the order and help with installation dates and set-up questions.

Contact us for a broadband and phone quote.