
For several decades, landline phone services have been delivered using the Public Switched Telephone Network (PSTN). A new digital system is replacing it and it’s important that you are aware of how these changes will affect you and the action you need to take.
What is changing?
The new system uses the broadband internet infrastructure to transmit voice calls. Its technical name is Voice-over-Internet Protocol (VoIP, pronounced ‘voyp’). Different communication providers are using different brand names to describe the new digital phone service but the most widely known is BT’s “Digital Voice”.
The switchover has already started. It has been quite slow so far but will speed up as the deadline of January 2027 approaches.
If you already have a broadband internet connection then the transition could be as simple as plugging your current landline phone into your existing router. However, you may need an adaptor or additional equipment to do this. Also, if you have a second handset plugged into an extension phone socket then you may need additional support from your communication provider.
Crucially, if you have other equipment plugged into your phone line, such as health monitoring, care or security systems then you will need to take action.
What you need to do
You may be entitled to additional support when your phoneline is switched. The type of support depends on your circumstances.
Read the following statements and make a note of all that apply to you. Then contact your provider and inform them of all the statements that apply to you.
I am deaf or have a hearing loss
If so, you should contact your provider so that they can note this on your record. They can only give you the support you are entitled to if they are aware of your circumstances. The level of support will depend on the communication provider. For example, BT customers who register as vulnerable will be offered an engineer visit to make the switch for them.
I use a textphone
It is possible that it will still work. BT tested some and found that textphones did work after the system switchover, but the quality of the audio was degraded in some cases. However, RNID has had reports of users experiencing difficulties. If you rely on your textphone you should contact your provider.
For mobile phone users, textphone functionality can be accessed for free using the UK Relay service.
If you are still experiencing difficulties with you textphone, get in touch with ContactRNID.
I do not use a mobile phone
Additional equipment will be required to ensure that you can make emergency phone calls in the event of a power cut.
You will need to contact your provider.
My mobile phone does not get a reliable signal in my house
Additional equipment will be required to ensure that you can make emergency phone calls in the event of a power cut.
You will need to contact your provider.
I use an answerphone device in my home
Some communication providers automatically enable a cloud-based answer service that could answer the call before your in-home device.
Contact your provider to tell them you do not want this, or be ready to use the cloud-based service instead.
I use a telephone extension socket to plug in an additional handset or alerting device, such as an amplified bell, flashing light or vibrating pad
You will need to contact your provider to find out if they are supported.
I have other equipment plugged in to my phone line, for example, a care alarm, health pendent or security alarm
You should contact your provider and tell them. They may be able to postpone the switchover of your line. You should then contact the company that provides the care, health or security service to find out how they can support you.
Contacting your provider
We know that contacting your provider can be challenging. To help, we have listed the details for some of the larger providers.
Phone: 0330 1234 150
Relay UK: 18001 07953 966 150
BSL: https://connect.interpreterslive.co.uk/vrs?ilc=BT
Information on accessibility: https://www.bt.com/help/here-for-you
Information on landline switchover: https://www.bt.com/digitalvoice-rnid
Phone: 0330 123 1105
Relay UK: 18001 07953 966 150
BSL: https://connect.interpreterslive.co.uk/vrs?ilc=EE
Information on accessibility: https://ee.co.uk/help/here-for-you/communication-support
Information on landline switchover: https://ee.co.uk/help/home-phone/getting-started/introducing-digital-home-phone
Phone: 0344 241 0333
Relay UK: 18001 0344 241 0333
BSL: http://bskyb.signvideo.net
Information on accessibility: https://www.sky.com/help/articles/contacting-sky-accessibility
Information on landline switchover: https://www.sky.com/help/articles/about-internet-calls
Phone: 0345 172 0088
Relay UK: 18001 0345 172 0088
BSL: N/A
Information on accessibility: https://community.talktalk.co.uk/t5/Hearing-Impairment/bd-p/tta-hearing
Information on landline switchover: https://www.talktalk.co.uk/digital-voice
Phone: 0345 454 1111
Relay UK: 18001 0800 052 2164
BSL: https://connect.interpreterslive.co.uk/vrs?ilc=virginmedia
Information on accessibility: https://www.virginmedia.com/help/accessibility
Information on landline switchover: https://www.virginmedia.com/help/digital-voice-switchover
Phone: 0333 304 3222
Email: [email protected]
Relay UK: 18001 0333 304 3222
BSL: https://vodafone.signvideo.net
Information on accessibility: https://www.vodafone.co.uk/help-and-information/accessibility
Information on landline switchover: https://www.vodafone.co.uk/support/articles/what-is-digital-voice—-320bf1e9-f026-4d35-aa86-2655a94c8b09
Why this change is happening
In the 1800’s telegraph lines carrying Morse code evolved into telephone lines that could carry voice calls.
The national infrastructure of phone lines to people’s houses, known as landlines, have remained largely unchanged ever since.
The PTSN is now so old that it has become too expensive to maintain and so the communication providers (such as BT and Virgin) have collectively decided to switch it off.
Further information
More information is available from Ofcom, the industry regulator.
For a deeper understanding of how Government has engaged with this process you can download a PDF from the Parliament website.