What is the Digital Switchover?

The UK’s telephone network is changing. The existing analogue technology (the PSTN – Public Switched Telephone Network) which has supported phone and broadband services for decades is being retired and switched off.

Phone service providers have until the end of January 2027 to migrate their customers from landlines served by the old ‘copper’ analogue network to new upgraded landline services that use digital technology. This process is commonly referred to as the ‘Digital Switchover’.

You will still be able to make calls the same way as you do today but using ‘Voice over IP’ (VoIP) technology that uses an internet connection instead of your copper landline.

Why is PSTN being switched off?

For more than a century, landline services in the UK have relied on the copper wires and analogue signals of the PSTN. However, the network is becoming increasingly unreliable, inefficient and energy hungry – consuming nearly 1% of all the UK’s electricity per annum.

It is also becoming more and more expensive to maintain and finding replacement parts for the exchange equipment has become increasingly challenging. With the network no longer fit for purpose, the decision was taken by the whole telecoms industry to replace the old analogue network and is backed by the UK government.

The good news is that the landline isn’t going away, it’s just being upgraded. For most customers, the switch to the new digital network will be as simple as connecting your home phone handset to a broadband router rather than the phone socket on the wall.

What are the advantages of a Digital (VoIP) Phone Service?

The new digital network will connect everyone now and into the future with a more resilient, reliable, sustainable and energy efficient phone service network that will support the UK for decades to come.

But the move to digital phone services isn’t just about infrastructure. It will also provide customers with a number of other benefits including:

Improved sound quality – You can expect crystal clear call quality with no tinny voices. The quality improves further with a strong internet connection.
Enhanced call reliability – VoIP services operate across multiple data centres so if one centre experiences issues, traffic seamlessly switches to another centre ensuring your service continues uninterrupted with no delays and minimal dropouts.
Better scam call protection – The new network will also allow telephone providers to provide extra features including those that will block most scam and nuisance calls, offering customers better protection against fraud.
Multiple calling – through options like 3-way calling, the new network can connect you with multiple family members and friends simultaneously to talk to each other.
Remote access – you can even easily divert your landline calls to your mobile via the new network if you are out and about.

Preparing for the Digital Switchover: What do I need to do?

Provider communication – Your phone service provider will contact you well before the planned switchover date to ensure you are ready to make the move on the day your service is switched over.

Contact your supplier – If you have any concerns or questions, don’t hesitate to contact your phone service supplier. They can provide details about their specific plans for your phone line during the transition.

Check device compatibility – Check whether your existing phone handsets are VoIP compatible. If you are unsure, check with your phone service provider – their website often has information on device compatibility.

Remember though, the Digital Switchover could also impact on other devices you may have at your property including:

Corded phones or fax machines
Security systems and door entry systems
CCTV
Payment devices (Electronic Point of Sale systems)
Telecare devices designed to assist people who have additional needs

What if I don’t have a broadband connection?

Digital phone (VoIP) services require a broadband connection so if you don’t currently have a broadband service, get in touch with your phone supplier. They will guide you through the necessary steps and also provide information on any alternative options they may have.

What about customers with additional needs?

Phone service suppliers are providing additional support to customers who identify as vulnerable or with additional needs to ensure they are ready to move to a digital landline.

This includes users of telecare devices that are designed to assist people such as the elderly or those with communication, mobility or visual impairments.

All local authorities (including those in Warwickshire) and telecare providers have been asked to share data on which phone lines have telecare devices on them. Phone service suppliers are also encouraging any vulnerable customers who have concerns or who haven’t made them aware about their circumstances to get in touch.

Phone service providers, together with the UK Government, Ofcom, charity partners and key industry groups are working hard to ensure that everyone knows about the switchover, how they will be impacted and what they need to do as a result.

Many communications providers have now signed up to the Public Switched Telephone Network charter. The charter outlines the steps they have committed to undertake to ensure that vulnerable people are protected through the Digital Switchover migration process.

What if there is a power cut?

Unlike the old analogue network, digital voice services (VoIP) relies on your modem and internet connection. If there is a power cut, your new phone service won’t function unless you have a battery back-up for your modem.

Phone service providers want to ensure that everyone remains connected. They understand that for many, particularly those with additional needs, that the landline is a lifeline.

Many are working hard to make sure that battery back-up units are available to those who need them. Customers with additional needs such as health pendants or those without mobile signal can often take advantage of free additional support on request.

For more information, speak to your phone service provider. They will have a number of options to ensure that if there’s a blackout or a customer’s broadband fails, you will still be able to make calls, including 999 in an emergency.

Supporting vulnerable friends and family with the Digital Switchover

If you have vulnerable friends or relatives, you can offer them invaluable support by talking to them about the digital switchover, explaining what they need to do and perhaps helping them to take the steps necessary for a smooth transition to the new digital phone services network.

For further information on the Digital Switchover:

GOV.UK – UK transition from analogue to digital landlines

Ofcom – Moving landline phones to digital technology: What you need to know

Openreach – Getting ready for digital phone lines

Which? – Digital Voice and the landline phone switch-off: what it means for you

TechUK – Digital phone switchover

GOV.UK – Public Switched Telephone Network charter