Helping people to prepare for the changes to UK landlines

The UK’s landlines are going digital, but what does this mean for you and the people you support?

The UK’s analogue landline service, also known as Public Switched Telephone Network (PSTN) is getting older and more expensive to repair. Work is underway to move all households to a new digital, internet based, voice service, known as Digital Voice, by January 2027. In this article we explain what impact this may mean for you and the people you support.

The transformation is a gradual process, and has already started in some regions. For most people the change will be simple, and they will just need to plug their landline into an existing router. However, people who don’t currently have broadband or mobile coverage at home, or who might be considered vulnerable, might need additional support.

It's important to know that the switchover may affect telecare devices and personal alarms. Telecare users should contact their telecare service provider to check if their device is compatible with the digital network and then inform their communication provider. Alternatively, they can contact the supplier of any devices they use to check if the device will work with their landline type new system or whether any equipment may need to be upgraded. 

There are benefits of switching to a digital service, including higher protection against scam calls, access to your home phone while out and about, and in some cases you can talk more for less. However, there are some concerns from the community about how the switchover will affect people.

What do you need to know if you’re supporting vulnerable people?

People need to let their provider know if they fall into any of the following categories:

  • Disabilities
  • Telecare device
  • No internet access
  • No mobile phone / mobile phone signal coverage

Vulnerable customers will be transferred in the final stage of the switch off, at the end of 2025. This will ensure they have all of the kit and connectivity they need to stay connected and safe. They may be able to get a backup battery for free in case of power cuts. They should ask their provider about this. Providers will help vulnerable customers with the installation of routers and any other necessary equipment.

What are some concerns about the switchover and what can you do about them?

Telecare Devices

Many personal alarms and careline devices operate through the landline system. Some people are worried about how they will maintain this essential service for vulnerable people.

People with these devices need to let their provider know. This will classify them as a vulnerable person, meaning that they won’t be switched to Digital Voice before they can be sure their device will work on the new service.

Power Cuts

Traditional landlines work during power cuts, but the new system won’t, unless a backup battery has been installed.

Most people would use their mobile device in this situation. Anyone without a mobile device should contact their provider to get a backup battery for their home phone.

Getting the word out

There are lots of inaccurate rumours about the switchover that could worry the people you support. Also, some people aren’t getting clear information about what they need to do to prepare for the switch to Digital Voice.

These reliable resources explain the switchover in plain English:

You may also be interested in watching the recording of our webinar with BT and EE, Digital Switchover - what you need to know.