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Digital Switchover

The way we make phone calls is changing.

Telephone providers are transitioning customers from analogue to digital technology. This change will enable a more reliable and future-proof broadband and phone service for the UK in the decades ahead.

The information below will help you understand how the Digital Switchover might affect your telephone services. 

We have also created an easy-to-read version, which you can download here.

Home users can also read information regarding the transition to digital landlines here.

Watch the national telecare campaign information film

 

Since the late 1800s, we have been making calls using the Public Switched Telephone Network (PSTN). This analogue network is being phased out, and soon, all calls will be made over a modern digital network.

There are several reasons for the replacement of the PSTN network:

  • The technology is old and will not be able to be maintained to provide a reliable service
  • Digital phone networks offer faster, more reliable communication options
  • As more people use broadband and mobile solutions, there is less need for the old PSTN network

Since the late 1800s, we have been making calls using the Public Switched Telephone Network (PSTN). This analogue network is being phased out, and soon, all calls will be made over a modern digital network.

There are several reasons for the replacement of the PSTN network:

  • The technology is old and will not be able to be maintained to provide a reliable service
  • Digital phone networks offer faster, more reliable communication options
  • As more people use broadband and mobile solutions, there is less need for the old PSTN network

Telephone providers, like Openreach (BT) and Virgin Media O2 are replacing the PSTN network with Voice over Internet Protocol (VoIP) technology, also known as 'Digital Voice'.  This technology allows calls to be made over the internet using a broadband connection. Many phone calls are already made using VoIP/Digital Voice.
The changes to the network are being done in a phased approach, and while it was expected to be fully completed by 2025, the switchover will now be completed by January 2027.  It is important to note that all migrations will need to be completed before this deadline to ensure that everyone can be safely migrated before January 2027.
To find out when your phone line will be switching it is best to contact your phone provider by calling 150 or the contact telephone number shown on your bill.

Telephone providers, like Openreach (BT) and Virgin Media O2 are replacing the PSTN network with Voice over Internet Protocol (VoIP) technology, also known as 'Digital Voice'.  This technology allows calls to be made over the internet using a broadband connection. Many phone calls are already made using VoIP/Digital Voice.
The changes to the network are being done in a phased approach, and while it was expected to be fully completed by 2025, the switchover will now be completed by January 2027.  It is important to note that all migrations will need to be completed before this deadline to ensure that everyone can be safely migrated before January 2027.
To find out when your phone line will be switching it is best to contact your phone provider by calling 150 or the contact telephone number shown on your bill.

Nothing will change if you do not have a landline, only use mobile phones in your home or already use a digital phone line.

For those still waiting, the move to digital will be straightforward, and your telephone provider must contact you at least four weeks before the change to make you aware and ensure the telephone services you use will be able to continue.

If you already have broadband, the change is as simple as plugging your phone into your broadband router rather than the socket on the wall.

For some customers who only use a phone service and are connected by copper wires, the changes may happen at the exchange, and you will not notice any changes in how your phone works. 

Other phone-only customers may be provided with a broadband router to power the phone service.

Nothing will change if you do not have a landline, only use mobile phones in your home or already use a digital phone line.

For those still waiting, the move to digital will be straightforward, and your telephone provider must contact you at least four weeks before the change to make you aware and ensure the telephone services you use will be able to continue.

If you already have broadband, the change is as simple as plugging your phone into your broadband router rather than the socket on the wall.

For some customers who only use a phone service and are connected by copper wires, the changes may happen at the exchange, and you will not notice any changes in how your phone works. 

Other phone-only customers may be provided with a broadband router to power the phone service.

VoIP and Digital Voice has many benefits, including clearer sound and the ability to make and receive calls while you are away from home.

However, digital optical fibre lines do not carry a power source, whereas analogue phone lines do. This means that digital phone services will be affected during a power cut.

Suppose you or someone you know depends on a landline or uses a telecare device connected to a phone line (such as a falls monitor, lifeline, or personal alarm). In that case, you can contact your telephone provider even if they have not already sent you a letter, and they must advise on how the switch may affect you and provide you with information about battery backup units or a hybrid phone that will work over mobile during power cut.

To ensure vulnerable residents are not disadvantaged, telephone providers must make adequate provision to ensure at least emergency calls can still be made during a power cut.

VoIP and Digital Voice has many benefits, including clearer sound and the ability to make and receive calls while you are away from home.

However, digital optical fibre lines do not carry a power source, whereas analogue phone lines do. This means that digital phone services will be affected during a power cut.

Suppose you or someone you know depends on a landline or uses a telecare device connected to a phone line (such as a falls monitor, lifeline, or personal alarm). In that case, you can contact your telephone provider even if they have not already sent you a letter, and they must advise on how the switch may affect you and provide you with information about battery backup units or a hybrid phone that will work over mobile during power cut.

To ensure vulnerable residents are not disadvantaged, telephone providers must make adequate provision to ensure at least emergency calls can still be made during a power cut.

If any of the following apply to you or someone you know, you should contact your telephone provider (the company to whom you pay your bill):

  • Over 75
  • Use a personal alarm or healthcare device
  • Do not use broadband at home
  • Live in an area with no mobile signal or do not have a mobile phone device
  • Have additional needs
  • Have a permanent mental/physical disability, serious illness or age-related risks
  • Have temporary mental/physical disability or serious illness

If any of the following apply to you or someone you know, you should contact your telephone provider (the company to whom you pay your bill):

  • Over 75
  • Use a personal alarm or healthcare device
  • Do not use broadband at home
  • Live in an area with no mobile signal or do not have a mobile phone device
  • Have additional needs
  • Have a permanent mental/physical disability, serious illness or age-related risks
  • Have temporary mental/physical disability or serious illness

Your telephone provider must contact you to let you know when they plan to switch your line to digital. If you have any concerns and feel that you or someone you know is vulnerable, you can also notify your telephone service provider by dialling 150 directly from your landline. This number will connect you to most telephone service providers, allowing you to inform them of your situation. If you cannot connect using 150, call your provider using the number on your telephone bill.
Once connected, tell your telephone provider you are vulnerable and need additional support. This will prompt your telephone provider to explain the next steps and provide extra support and the additional equipment or battery backup you might need.

Your telephone provider must contact you to let you know when they plan to switch your line to digital. If you have any concerns and feel that you or someone you know is vulnerable, you can also notify your telephone service provider by dialling 150 directly from your landline. This number will connect you to most telephone service providers, allowing you to inform them of your situation. If you cannot connect using 150, call your provider using the number on your telephone bill.
Once connected, tell your telephone provider you are vulnerable and need additional support. This will prompt your telephone provider to explain the next steps and provide extra support and the additional equipment or battery backup you might need.

By registering as vulnerable, you may be placed in a later migration phase and be eligible to receive the following support:

  • Receive a free battery backup unit, ensuring phone access during power outages. Your telephone provider can give you a hybrid phone with battery and mobile network access or a battery backup for the internet router. Both devices will offer at least a 1-hour battery life, likely between 4-8 hours in practice
  • Nominate a friend, family member, or someone else to assist you with the switch who can handle all necessary information and equipment
  • Starting Spring 2025, Telecare support will be available.
  • An engineer will be onsite during the switchover to ensure all telecare equipment functions correctly. If there are any issues, the engineer will switch the phone back to analogue until problems are resolved. This process ensures that telecare users will only be migrated to digital landline services if they have a compatible and functioning telecare solution.

By registering as vulnerable, you may be placed in a later migration phase and be eligible to receive the following support:

  • Receive a free battery backup unit, ensuring phone access during power outages. Your telephone provider can give you a hybrid phone with battery and mobile network access or a battery backup for the internet router. Both devices will offer at least a 1-hour battery life, likely between 4-8 hours in practice
  • Nominate a friend, family member, or someone else to assist you with the switch who can handle all necessary information and equipment
  • Starting Spring 2025, Telecare support will be available.
  • An engineer will be onsite during the switchover to ensure all telecare equipment functions correctly. If there are any issues, the engineer will switch the phone back to analogue until problems are resolved. This process ensures that telecare users will only be migrated to digital landline services if they have a compatible and functioning telecare solution.

For customers without broadband, including landline-only users and businesses with specialised needs like alarms and payment terminals, BT has developed an interim landline service to maintain connections as they transition from analogue to digital.

New equipment in local exchanges will allow these customers to continue using their landlines as usual until a digital solution is available, or by 2030 at the latest.

Other communication providers will have other solutions: Virgin Media O2 provide a broadband router so that a digital phone service can be provided – there is no additional cost for this router, and you don’t have to take or pay for a broadband service. 

For customers without broadband, including landline-only users and businesses with specialised needs like alarms and payment terminals, BT has developed an interim landline service to maintain connections as they transition from analogue to digital.

New equipment in local exchanges will allow these customers to continue using their landlines as usual until a digital solution is available, or by 2030 at the latest.

Other communication providers will have other solutions: Virgin Media O2 provide a broadband router so that a digital phone service can be provided – there is no additional cost for this router, and you don’t have to take or pay for a broadband service.