BT and other home phone providers are broadening the rollout of digital landlines across the UK in the coming months. Read about the latest updates and what they mean for you or your friends and family.
You may have heard that landlines are changing and that the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using.
This once-in-a-generation upgrade to future-proof the UK’s landlines is essential and will replace technology that is fast becoming obsolete. By January 2027, the old analogue network will be completely switched off, replaced by new digital landlines which work using broadband.
In preparation for this change, home phone providers have been gradually switching customers over to the new technology and they are now set to ramp-up the rollout ahead of the deadline. In tandem, measures are put in place to support elderly and vulnerable people who rely on telecare devices or pendant alarms. Read on to learn more about the upcoming changes and what you need to do.
What is Digital Voice?
Digital voice services are the future of landlines. They work using broadband connections rather than traditional analogue phone lines. The PSTN (public switched telephone network) is the network of copper wires that currently delivers analogue landline phone services.
This outdated network is set to be switched off by January 2027, so home phone providers are moving customers over to new digital landlines, which use broadband networks to make and receive calls. You may hear this service referred to as ‘VoIP’, ‘IP voice’, or other branded versions, such as BT’s Digital Voice.
When will I be switched to Digital Voice?
To ensure customers are protected during the migration process, BT and other home phone providers have partnered with the Government to agree on a checklist of criteria they must follow before moving customers over.
This checklist outlines various requirements, such as contacting customers well in advance of making the switch and working closely with local authorities to make sure that those who may need additional support are aware of the changes. BT says all customers will be notified four weeks before the move to Digital Voice takes place.
What are the benefits of Digital Voice?
Copper landlines are becoming increasingly unreliable. By moving to Digital landlines, customers will benefit from a far more resilient and reliable service, experience crystal clear call quality and BT’s Digital Voice introduces advances spam call features to protect their customers from scam and spam calls. The company says that 2.5 million customers are already benefitting from the new enhanced scam protect service, with around 20,000 scam calls being blocked daily, providing extra security for their customers.
What does the switch mean for people who use telecare devices or pendant alarms?
BT acknowledges that some people may be apprehensive about the changes, particularly if they’re dependent on landline services for lifesaving telecare devices or pendant alarms. To address this, the government and home phone providers have introduced measures to support those who depend on these devices.
Engineer Visits – BT will offer in-home visits to anyone who has additional needs, to test and ensure that telecare devices work with digital landlines.
Battery Backup Options – BT now offers a new, more advanced battery back-up unit which enables digital calls to be made in the event of a power outage. The new battery is smaller and lighter than the current version and features a standby mode which can be used during prolonged power cuts.
Advance Notification – It’s critically important that anyone who uses a telecare device or pendant alarms lets their home phone provider know so they can ensure they have the necessary support available when the time comes to switch. You can also do this on behalf of a friend or family member.
Tailored Advice – In late February 2025, BT will be launching an initiative called ‘Connected Together’, encouraging friends and family members of those with additional needs to take a few simple steps to help support their loved ones during the switch to a digital landline.
What will happen after I’m moved to Digital Voice?
For the majority of people, the switch to Digital Voice should be very straightforward. BT says that customers will keep the same phone number, 99% of home phones work with the new system, so you shouldn’t need to buy a new telephone handset. There is also no additional charge for Digital Voice.
To make the switch, in most cases, you simply have to plug your home phone into your router, rather than the socket in the wall. But if you or a vulnerable loved one are concerned about making the switch, BT is offering visits from its home tech experts for those who need help setting up their equipment.
What about customers that don’t currently have broadband?
Don’t worry, you won’t be forced to subscribe to a broadband service that you don’t want. Instead, BT will set you up with a dedicated connection for your phone service. You won’t need any new equipment or a home visit from an engineer to get things set up. You will essentially be able to continue using your landline in the same way that you do today until 2030.
Four things to know about the switch – and how you can help your loved ones:
1. Inform and educate: Ensure your family member or friend understands the switch to Digital Voice, why it's happening, and how to prepare. They will receive at least four weeks' notice.
2. It’s easy – and comes with added benefits, too: Switching is simple – just connect your home phone to your router instead of the socket on your wall. Follow our step-by-step guidance or request expert assistance, if required. Pricing and plans remain unchanged, with added benefits like spam call blocking.
3. Notify your provider of their circumstances: If your loved one uses a telecare device, pendant alarm or burglar alarm, please let the phone company know and also check with the equipment provider to see whether it needs to be upgraded ahead of the switch. For customers with a telecare device or pendant alarm, or who have additional needs, BT will offer a free engineer visit to support customers with the switch to a digital landline, as well as a free battery backup unit or Hybrid telephone, which enable calls to be made in the event of a power outage.
4. What if they don’t have broadband? Don’t worry, we will offer a dedicated landline service, allowing them to use their landline in the same way they do today.
Contact your landline provider if you need support
If you have concerns or vulnerable loved ones who may need additional support, a key step is to make your provider aware of your concerns - they should then take steps to ensure support is put in place.
To find out more go to the BT website by clicking here.