Landlines are moving to digital technology, often called digital landlines. This is to help make sure you continue to have a reliable home phone service.
The traditional telephone network, known as the public switched telephone network (PSTN), is old and becoming less reliable, so it needs to be replaced. Here are a few important things to know about the switchover.
What you need to do
Speak to your provider to find out if you are affected by the switchover to digital landlines.
Tell your provider before the change if any of these apply:
- you have a care alarm, health pendant, security alarm or other connected device that uses the telephone line;
- you have a disability or any other needs that mean you need extra help with the installation; or
- you don’t own a mobile phone, or you don't have enough mobile signal at home to call the emergency services.
Check our digital switchover advice
- What the switchover means for you
- What to do if something goes wrong
- Care alarms, telecare and other lifeline alarms
- Making phone calls in a power cut
- Extra support if you are elderly, disabled or have additional needs
- More information about the switchover
What the switchover means for you
- Many customers have already been moved to a digital landline.
- For most customers, the change should be straightforward with no effect on your service.
- Your digital landline will work over a broadband connection.
- You will need to plug your phone into your broadband router, rather than directly into the wall socket.
- You can keep your phone number - you should continue to make and receive calls in much the same way.
- Some customers might need new equipment which could include a router, adaptor or handset - your provider should explain what is needed and arrange this with you.
For practical guidance on your switchover, visit the Digital Phone Switchover website.
If your service uses the BT Openreach network
BT plans to retire its old landline network by 31 January 2027. By this date, consumers using the BT Openreach network should have been moved to a digital landline, or to another phone service that lets them keep using a landline in the same way as today.
You should respond to your provider if they contact you about the change, as you might risk losing service if you don’t speak to them about the process.
If your service uses another network
Other companies with their own networks, including Virgin Media O2 and KCOM, also plan to retire their old landline networks, but dates for switching those have not yet been set.
What to do if something goes wrong
Contact your provider first. Explain what has happened and ask them to fix the problem. If you’re not happy with their response, raise a formal complaint with them.
You can take your complaint to an alternative dispute resolution (ADR) scheme if the issue is not resolved within six weeks, or if you receive a deadlock letter.
You can also share your experience with Ofcom's Consumer Contact Team. We are not able to resolve individual complaints, but the information you provide helps us identify patterns and supports our regulatory work.
Care alarms, telecare and other lifeline alarms
Tell your landline provider and your device supplier before your landline is changed to digital if you, or someone in your household, has a telecare alarm, health pendant, personal alarm or any other device that uses your phone line.
Your care alarm or telecare device might not work properly on a digital landline. If you tell your landline provider in advance, they can help check whether your device will work and make any necessary arrangements, including pausing the change until a safe solution is in place if needed.
Remember to ask the supplier or manufacturer before you buy a new device that uses your phone line whether it will work with your digital landline.
Making phone calls in a power cut
Tell your provider before your landline is changed to digital if you rely on your landline and you do not have a working mobile phone or reliable mobile signal. Digital landlines need mains electricity and will not work in a power cut unless there is a battery back-up.
If you depend on your landline, your provider must make sure you can contact the emergency services during a power cut. If you don’t have a working mobile phone or a reliable mobile signal, your landline provider must offer you, for free, a back-up solution such as a battery back-up unit for your home. This back-up must last for at least one hour in a power cut, but some providers have back-ups that last up to seven hours.
For most people, a mobile phone is a practical alternative if the power goes out. Even if you have no signal on your usual mobile network, calling 999 will automatically connect through another mobile network if one is available.
Extra support if you are elderly, disabled or have additional needs
Tell your provider before your landline is changed to digital if you, or someone in your household, needs extra help. This could be because you are elderly, disabled, have a health condition, have limited mobility, or need information in a different format.
Your provider must assess your needs and make arrangements to support you properly when moving you to a digital landline. They should give you clear information, offer extra help with installation if you need it, and support you if anything goes wrong afterwards.
More information about the switchover
You may find these links helpful:
- Digital Phone Switchover website, practical guidance on the move to digital landlines, including telecare.
- Telecoms Modernisation Charters, March 2026, an agreement between the UK Government and large telecoms providers on telecoms modernisation including the landline switchover.