Digital landlines & the PSTN switchover

What is changing

Digital landlines use internet-based technology such as VoIP rather than the old analogue PSTN. The industry is migrating customers in phases. Government guidance says PSTN-reliant devices and services need upgrading, and Openreach users are expected to be migrated by 31 January 2027.

Power cuts change the risk

A traditional corded analogue phone could often work during a local power cut because power came from the telephone network. A digital landline normally relies on mains-powered broadband/router equipment and may not work during a power cut unless suitable backup is provided.

If you lack reliable mobile coverage or depend on the landline for emergency access, tell the provider before migration.

Check every device that uses the line

Telecare alarms, health pendants, security alarms, lift/door systems, fax machines, payment terminals and other equipment may rely on analogue signalling. Do not assume that plugging the device into a new adapter proves compatibility. Contact the device/service supplier and telecom provider.

Providers must assess support needs

Ofcom says customers should tell providers if they have telecare/connected devices, a disability or additional needs, or no suitable mobile alternative. Providers must assess needs and make arrangements to support customers properly through the move, including clear information and extra installation help where needed.

If migration causes a loss of service

Raise a formal complaint and record what the provider knew about your needs, what support it promised, installation/migration dates, power-backup arrangements and the actual failure. If unresolved, telecom ADR is normally available after six weeks or earlier deadlock.

The timetable is now close

The analogue Public Switched Telephone Network is being retired as the industry moves fixed voice services to digital technologies. Government guidance says PSTN-reliant devices and UK landlines need to be upgraded by January 2027, and the current connectivity timeline gives 31 January 2027 for migration of users of the Openreach PSTN. Your provider should tell you what is changing for your particular service rather than relying on a generic national deadline.

Telecare and safety-critical devices need explicit checking

Do not assume a device that dials over an analogue line will work unchanged over digital voice. This can affect telecare alarms, pendant systems, lift/emergency lines, some door-entry equipment, fax machines and other equipment. Contact the device supplier as well as the communications provider and get confirmation of compatibility or the replacement plan.

Government and industry commitments place particular emphasis on protecting vulnerable and telecare customers. Tell the provider if the landline is relied on for safety, health or accessibility reasons and make sure that need is recorded on the account.

Power resilience is a real difference

A traditional analogue phone could often continue during a local mains power cut because the line was powered from the network. Digital voice normally depends on powered equipment in the home, such as a router or terminal. Ask what backup or alternative is available if you depend on the landline during power failures, how long it is intended to operate and what maintenance it requires.

Migration should have a documented plan

Keep the provider's notice, proposed migration date, equipment instructions and any vulnerability/support discussion. Before the change, list every device connected to the old socket. After migration, test normal calls and any critical equipment rather than assuming that dial tone alone proves the full setup works.

If something stops working after the move

Report it immediately and state whether the failure affects ordinary voice calls, emergency calling, broadband or a dependent device. Ask whether the old service can be restored temporarily, what technical fix is proposed and what support applies. Keep a chronology of the migration, outage and provider response for any complaint or escalation.

Be wary of migration scams

The switchover is sometimes used as a pretext for unsolicited sales or payment demands. A genuine migration does not mean you should disclose banking credentials or install remote-access software to a cold caller. If in doubt, end the contact and reach the provider using a trusted number or its official account portal.

Evidence worth keeping