The UK is replacing the ageing copper-wire telephone network. This is known as the Public Switched Telephone Network (PSTN). It will be replaced with a modern digital service that uses internet technology (IP).
Everyone will need to make the switch or your phone will stop working when traditional landlines are switched off in January 2027.
The change is taking place because the existing network is becoming increasingly expensive and difficult to maintain. Digital services are more reliable and better suited to modern communications.
Your phone provider will contact you when it is time to switch. For households that already have broadband, the change is usually straightforward. It may simply involve plugging the phone into a new socket or router. People without an internet connection may need new equipment. Most providers have committed to keeping costs in line with current landline services.
Most existing handsets will continue to work, although some older models may require an adaptor. In most cases, customers will be able to keep their existing phone number.
It is important to note that digital phone services will not work during a power cut unless a backup solution is in place. Mobile phones can provide an alternative way to stay connected. Providers are required to offer additional support for customers who may be at risk.
Read Government guidance on the transition to digital landlines
Understanding your telecoms provider
A telecoms provider is the company that supplies your telephone, broadband or internet service. Examples include BT, Virgin Media, Sky, TalkTalk and Vodafone.
As part of the digital phone switchover, your telecoms provider is responsible for moving your landline service to a digital platform. They are also responsible for providing free backup solutions for eligible vulnerable customers who depend on their phone line.
If you're unsure who your provider is, check a recent bill or your bank statements.
Supporting vulnerable customers
Digital phone services may not operate during power cuts or internet outages. To help protect vulnerable customers, telecoms providers must offer free backup solutions where appropriate. Tell your provider if you do not have a mobile phone when they contact you about the switchover.
This support is available to:
People aged 75 and over
People with additional needs
Telecare users
Landline-only households
People who do not have a mobile signal at home
Anyone in these groups should contact their provider before switching to ensure suitable support is in place.
More on how firms must protect vulnerable customers
Beware of scams
For customers who already have a landline and broadband connection, switching to a digital phone line should be free. Most existing phone handsets will continue to work. Any updates required for telecare or healthcare equipment are often provided at little or no cost.
Be cautious of anyone claiming to be involved in the switchover who requests personal information or bank details. Genuine providers will not make unexpected requests for this type of information.
Report suspicious activity to Action Fraud
Personal alarms and telecare devices
Some devices currently rely on analogue phone lines. These include:
personal alarms
telecare systems
healthcare monitoring devices
Telecoms providers should contact affected customers if equipment needs to be upgraded as part of the digital phone switchover. If you are unsure it's best to contact your provider direct to check whether their device is compatible with the new service.
Digital phone services may not function during a power cut. In such cases, providers must also offer appropriate backup arrangements. This may include battery backup units where required.
Age UK's guide to personal alarms and the digital switchover
Landline-only customers
People who only use a landline should not be required to purchase a broadband package they do not need. Landline-only services will continue to be available after the switchover.
BT has committed that landline-only customers will not pay more as a result of the change. Virgin Media has said it will provide the necessary equipment for digital phone services at no extra charge. Providers should also supply support such as battery backups for customers who rely on their landline.
Ofcom's overview of the future of landline services
Building community resilience
With the move to digital phone services, it is important for communities to understand how this change could affect local resilience. The Digital Phone Switchover will bring more reliable, modern communications. However, digital phone services may not work during power cuts without appropriate backup arrangements.
Some organisations can play a key role in helping residents prepare. These include:
community groups
town and parish councils
local organisations
These can be particularly helpful for those who rely on telecare, personal alarms or landline-only services. The following page provides guidance to
support community planning
help local areas identify potential risks
raise awareness
make sure people can stay connected and access support when they need it most.