Digital Switchover

The UK’s telephone network is upgrading, which means landline services are changing. From Spring 2024 through to the end of 2027, most telephone providers will be moving their customers from old analogue landlines over to new upgraded landline services using digital technology.

This means services that rely on the old landline system will be switched over – this may include:

• Home phones (traditional landline)
• Personal telecare products
• Fall and motion detectors
• Portable healthcare devices such as ECG or oxygen monitors

Landlines have been delivered through an analogue network for decades, but it is old and difficult to maintain, so this is being replaced with newer digital technology.

The new system is called ‘Voice over Internet Protocol’. You may also hear this referred to as a digital landline or ‘Digital Voice’, the name of BT’s new home phone service. BT is one of many providers making this change.

Once you’ve moved to the new digital system, your landline will mainly work as it always has, although there will be some differences.

The good news is – your landline isn’t going anywhere and for most customers, this change will be straightforward.

Digital landlines use an internet connection to make and receive calls, so you will need an internet connection to use the new landline digital system. If you already have a broadband connection, then the new digital landline system will use this and may be as simple as plugging your phone into your broadband router rather than the socket on the wall.

If you don’t have broadband, your network provider will supply you with a connection to support the new digital landline system. You shouldn’t pay extra for this, unless you choose to take up a broadband service.

Your telecoms provider such as Virgin Media O2 or BT should contact you before the switchover to check in and discuss what you need to do to make sure your service isn’t affected. However, we’re encouraging everyone to know what to expect.

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 the provider of this service now so that they can advise on how the switch might affect the service of the devices or home phone.

If you have other devices connected to your phone line, such as alarm systems, your alarm service provider might need to upgrade your device to make sure it is compatible. If you are unsure about how a device in your home might be affected, it is recommended you contact the equipment supplier or device manufacturer to find out whether it will still work on a digital phone line.

Digital landlines cannot carry a power connection, so in the event of a power cut they will not work (unless you have a battery back-up). If you have a mobile phone this can still be used, but if you’ve no other means of calling the emergency services, your telecoms provider must offer a solution to allow calls to be made to emergency services.

You should tell your telecoms provider now if you have no other way of making emergency calls.

Yes – in most cases you’ll be able to keep your current phone number.

Nearly all existing handsets will work with the new system, your phone provider will be able to advise you.

Other services that rely on the old landline system will be switched over too, this may include:

• Amplified phones (for those with hearing loss)
• Personal telecare products
• Fall and motion detectors
• Portable healthcare devices such as ECG or oxygen monitors.

Don’t worry your telecoms provider will contact you before the switch takes place.

BT and Virgin Media have said people shouldn’t pay more than what they already pay for their current service. This means you shouldn’t face extra costs if you just need a new simple internet connection to make calls.

The digital switchover will affect millions of homes and may provide unscrupulous people with an opportunity to create new scams via phone, e-mail or in person.  Some may try to sell you equipment, sign you up to new contracts you don’t need or to obtain personal information from you.

Be on your guard, don’t feel pressured or rushed into committing to anything, especially where money is involved, and challenge anything that raises even the slightest suspicion.