Landline telephone digital switchover

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People who use emergency alarms are being asked to contact their landline providers to get help as landlines go digital.

People using alarms such as Telecare can get free support with the switchover from copper to digital landlines. Providers will send out engineers to help users and check the functionality of their alarm systems.

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Latest government guidance for Telecare users

What is the landline telephone digital switchover?

The UK's telephone network is changing. Between now and January 2027 the old analogue telephone landlines will be upgraded to landline services using digital technology.

This means that in the future, landline calls will be delivered over digital technology called Voice over Internet Protocol (VoIP), which uses a broadband connection.

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

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 January 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 This is happening because the old system is becoming outdated and expensive to maintain.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 it affect me?

The good news is that your landline isn't going anywhere and for most people, this change will be straightforward. It is important to check if you, or someone you know such as a neighbour or relative, might be more affected by this change. This includes:

People aged 75 and over
People who have disclosed any additional needs
People with Telecare alarms

You should also take note if you rely on any of the following services, which may be connected to a landline:

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

We have created a leaflet for people who use a Telecare service. Telecare services are sometimes called community or pendant alarms. View the leaflet for information about important changes to your telephone line for community alarm users (PDF, 467 KB).

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 important that you contact your telecoms provider so that they are aware. They will make arrangements to ensure that their services are protected, including:

An engineer visit to help customers and test connections to telecare alarms
A free battery back-up device so their landline can continue working in a power outage.

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. If this is not the case, your telecoms provider will be able to help you.

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 may choose to purchase a broadband service. However, 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.

We would also advise talking to your telecare provider as well as your telecoms provider. The provider of the telecare service will be able to offer additional advice on their products and how they will work following the digital switchover.

Will VoIP phones work in a power cut?

Unlike traditional phones, a phone connected to a broadband router will not work in a power cut, as the router gets its power from the mains.

If you rely on your landline - for example, you don't have a mobile phone, you're unable to use a mobile phone or you don't have mobile signal inside your home - your provider must make sure you are able to contact the emergency services during a power cut. This could be in the form of battery back-up so your landline will continue to work, or by giving you a basic mobile phone to use in this situation.

Additional guidance can be found here: