The UK’s traditional landline system is undergoing a major transformation. The analogue Public Switched Telephone Network (PSTN), which has supported phone and broadband services for decades, is being retired and replaced with fully digital infrastructure. This marks a significant shift in how landline calls are delivered and is part of the UK Government’s wider ambition to expand gigabit‑capable broadband nationwide.
CSPA has been closely monitoring progress of the switchover by attending National Stakeholder Webinars and through BT’s Digital Voice Advisory Group.
Why the Change Is Happening
Countries such as Germany, France, Australia and Japan have already moved to digital landlines. The switch enables the UK to modernise communications, improve reliability and prepare for a future built on full fibre networks. By January 2027, most customers will be moved from analogue lines to broadband-based digital services. Calls will work much as they do now, but instead of travelling through copper wires, they will use Voice over IP (VoIP) technology.
Although this article focuses on BT, the UK’s largest landline provider, around 650 telecoms providers operate nationally, all of whom are part of the switchover programme.
Where the Switchover Stands Now
As of January 2025, BT has restarted large‑scale migrations to Digital Voice ahead of the 2027 deadline. Vulnerable customers and people with telecare devices are being moved more cautiously, with additional support in place.
Currently around 80% of BT customers have been switched over, however, particularly voice‑only customers with no broadband service, have yet to transition. This group is more likely to include older people, those on lower incomes and people who are not online.
There are also important considerations for devices that rely on analogue lines, such as:
- Telecare alarms
- Health pendants
- Some security or monitoring systems
These may not work on digital lines without adaptations. Power cuts can also temporarily disrupt digital phone services unless backup options are available.
If you use a telecare device, or support someone who does, there is no need to worry about an unexpected switch. Providers will not move anyone to digital until their telecare equipment is confirmed to be compatible. Many modern telecare devices, including those from major suppliers, are already designed to work with both analogue and digital systems. If unsure, you should:
- Contact your telecare provider (often a local authority or private telecare company) to check whether the device works with digital phone services.
- Inform your landline provider that you rely on a telecare device. They can delay your migration until safe arrangements are in place.
Support for Vulnerable Customers
The Government has asked telecoms providers to introduce stronger protections for older and vulnerable people throughout the transition. BT are conducting migrations on a regional basis, ensuring that vulnerable customers are identified and given extra time or technology to support the change.
Providers must ensure that:
- No vulnerable customer is switched before their needs are fully understood
- Alternative arrangements are in place during power outages, such as battery back ups
- People who rely solely on their landline receive tailored support
Battery Backups
Because digital landlines need power, a home phone won’t work during an outage unless a backup solution is available. Most power outages are fixed quickly, but providers now offer improved options when the power goes down:
- BT’s offers a Battery Backup Units for customers with health or accessibility needs. A new, smaller and lighter Battery Backup Unit with extended standby time coming soon. They also offer hybrid phones that automatically switch to mobile networks and include at least one hour of battery power
- TalkTalk offers battery backups for certain customers
- Virgin Media provides an “Emergency Backup Line” that connects via mobile networks during outages
Digital Landlines Are Becoming More Reliable
For most people, day‑to‑day use will feel the same. You can usually keep your existing handset and you’ll still hear a normal dial tone. Digital services can also bring several advantages such as clearer call quality, better reliability and resilience, fewer interruptions and stronger protection against scams.
Will it cost me more?
Switching to digital won’t cost anything and you won’t pay more than your current plan, unless you’ve chosen to upgrade your service.
What If You Don’t Have Broadband?
People without broadband will not be forced to buy a broadband service. BT will provide a simple digital‑only phone connection (allowing traditional phone use until at least 2030 that does not require:
- Installing full broadband
- New equipment
- An engineer visit
If You or Someone you support:
- is vulnerable
- relies on a landline for health or safety
- uses telecare equipment
- or is concerned about the switchover
Your landline provider is the first place to turn. They can identify your needs and put support in place well before any changes take effect. With the right guidance, the transition does not need to be disruptive. Staying informed and checking that friends and family understand the changes will make the process far smoother.
