Landline telephone digital switchover

The UK is moving toward a digital age. Both the landline telephone and 2G/3G mobile networks are changing, which may impact council services for residents.

The 690 telephone companies each have their own timetable for when they will be switching their customers. Once the switch has happened, all voice calls will take place through a router which will require power to run it. Telephone companies may offer at risk customers, a battery back up unit but this is not guaranteed and the person may need to rely on their mobile.

Do you or someone you know depend on their landline and/or use a telecare device connected to a phone line such as a fall monitor, lifeline or personal alarm? If yes, then please notify your communications provider now so that they can advise on how the switch might affect the service of the devices or home phone.

Telephone companies are required to communicate with their customers to tell them when their line will be switched. We have confirmed that some people have already been switched and they are a priority. The Telecare/Watch service is working on how to ensure everyone continues to have a working alarm and we are contacting telephone companies to understand timetables. 

Why is it happening? 

The UK is upgrading its telephone network from the old analogue system to a new digital system. This means that by 2027, landline calls will be made using the internet instead of traditional phone lines. This is happening because the old system is becoming outdated and expensive to maintain.

Will this affect me? 

The good news is that your landline isn't going anywhere and for most people, this change will be straightforward. But if you, or a relative, use any of the following types of service that rely on a telephone landline then this will affect you:

• Landline telephone for making calls.
• Telecare service
• Fire alarm
• Burglar alarm

What do I need to do? 

In most cases you don't need to do anything until your provider tells you that your telephone service is changing. However, if you or someone you know is dependent on a landline telephone, or a service that relies on it, such as a telecare device, personal alarm, or burglar/fire alarm, then it is recommended that you check with the provider of the service to see what their plans are for the service, and when they expect the changes to happen. They will also be able to advise on whether the device will need to be upgraded or replaced.

When the switchover finally happens for you, and if you already have an internet connection, the change may be as simple as plugging your phone into your broadband router rather than the socket on the wall.

Do I have to have broadband? 

Once the old telephone connection is switched off, customers that wish to continue having a landline phone, and do not already have broadband, will generally need to have a suitable broadband connection - this is the case even if they don't use a broadband service. We expect that providers will have a range of options for people in this situation, so customers should not be forced to take out a high-speed broadband package if they do not want to.

If you have a service that currently uses a telephone line, it is likely that a broadband service will be required. The provider of the service will be able to advise whether you will need to provide this connection.

If you are visiting a person in their home, use the visit as an opportunity to talk about the switchover. You can:

• Check the person’s landline is still working.
• Ensure the person opens their mail.
• Help the person to understand what the switch means for them.
• Ensure the person understands what they need to do on the day of the switch if this is known.
• Ensure the person has a digital phone.

You can read more here Upgrading landlines to digital technology – what you need to know - Ofcom