The digital switchover

The UK’s copper analogue telephone network is being retired by the end of 2027.  

The change, also referred to as the ‘Copper Switch Off’, ‘Digital Voice’ and the ‘Public Switched Telephone Network (PSTN) Switch Off’, is already underway and most telephone providers are in the process of moving their customers from old analogue landlines over to new upgraded landline services using the internet.  

• Why is it happening? 

  The switch is being made as the existing copper phone network has degraded over time and is no longer viable. The new network will provide a future-proof, more reliable and dependable service that will run through your broadband network. 

• When will happen? 

  The upgrade will be delivered in a phased approach on a telephone exchange–by–exchange basis with the whole network expected to be fully upgraded by the end of 2027. 

• What do I need to do? 

  For landline customers, communications providers will contact customers ahead of a migration taking place. This should be the provider listed on your bill (e.g. BT, Sky, Virgin Media O2, Vodafone, etc.).  

  You should look out for communications material from them and be careful not to confuse this with marketing material. For most people this change will be straightforward. Someone using a landline to make voice calls today can continue to use their landline in the same way in the future.  

  In some cases, it may be necessary to change communication provider if your current provider does not offer a voice service in the future. Your communication provider will tell you if this is the case and advise you on next steps. 

  You do not have to do anything your communications provider will contact you before the planned switch over date to discuss what you need to do. 

• What will happen when my landline is migrated?

  If you already have an internet connection it can be as simple as plugging your phone into your broadband socket rather than the socket on the wall. 

  If you don’t use broadband some providers will offer an interim, dedicated landline service. This interim solution will allow those customers to use their current landline until a digital solution becomes available. 

• What if I rely on telecare or my landline to access emergency services?

  If you identify as vulnerable or have other devices connected to your telephone line such as alarm systems or telecare devices, you need to call your communication provider listed on your bill (e.g. BT, Sky, Virgin Media O2, Vodafone, etc.). 

  Communication providers have been working with local authorities to identify telecare users. Providers are providing extra support to telecare users during the migration. These include free engineering visits and battery back-ups for telecare devices and landlines where needed. 

  If you are vulnerable, or if you have general questions about the migration, you should contact your communication provider. If you are buying a new alarm or device, you should check with the provider of that equipment that it is compatible with digital phone lines. 

• What does it mean for my business? 

  Communications providers are advising all business customers to migrate at the earliest opportunity. You need to review your current infrastructure and devices to determine if any rely on legacy networks such as the PSTN or ISDN. There are a range of devices and systems affected that could impact your business including analogue phones, fire and other types of alarms, payment terminals, lifts and elevators, intercom systems and broadband services. 

  You can contact your communication provider for help on how and when your business will be affected. You will then need to make the switch to digital solutions, and this will likely involve upgrading and replacing existing systems and equipment. 

• What else do I need to consider? 

  Digital landlines cannot carry a power connection, so in the event of a power cut they will not work. If you have a mobile phone this can still be used (as long as it is charged), but if you’ve no other means of calling the emergency services, contact your telecoms provider who will offer a solution to allow calls to be made to emergency services. 

  There should be no additional costs for installation or use.  The phone service providers will provide the routers and adaptors.  The only time you may be required to pay more is if you upgrade your broadband or if your phone needs replacing because it is too old to be able to use the new system. 

  Any change provides an opportunity for scammers to take advantage. Please be careful and check who you are talking to. Take advice from your phone company if you are offered anything from anyone else. If you feel you have been a victim of fraud or a scam related to the digital switchover, contact your bank immediately if your bank account was used in a scam. Banks may be able to take action to help you. Any scams or fraudulent activity can be reported to Action Fraud on 0300 123 2040 or via their website.