Landline telephone digital switchover

The UK's landline telephone and 2G/3G mobile networks are changing, which may impact council services for residents.

What is changing and when

The UK is upgrading its telephone network from the old analogue system to a new digital system. This means that by 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 This is happening because the old system is becoming outdated and expensive to maintain.

Old analogue telephone landlines will be upgraded to landline services using digital technology.

The 690 telephone companies each have their own timetable for when they will be switching their customers. Once the switch has happened, all voice calls will take place through a router which will require power to run it. Telephone companies may offer at-risk customers a battery back-up unit but this is not guaranteed and the customer may need to rely on their mobile.

Telephone companies are required to communicate with their customers to tell them when their line will be switched. We have confirmed that some people have already been switched and they are a priority. The Telecare/Watch service is working on how to ensure everyone continues to have a working alarm and we are contacting telephone companies to understand timetables.

Who this will affect

The good news is that your landline isn't going anywhere and for most people, this change will be straightforward. But if you, or a relative, use any of the following types of service that rely on a telephone landline then this will affect you:

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

What you will 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 are dependent on a landline telephone, or a service that relies on it, such as a telecare device, personal alarm, or burglar/fire alarm, then we recommend you check with the provider of the service to see what their plans are, and when they expect the changes to happen. They will also be able to advise on whether the device will need to be upgraded or replaced.

We also advise you to notify your communications provider now, so they can advise on how the switch might affect the service of the devices or home phone.

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.

Broadband connection

Once the old telephone connection is switched off, customers who wish to continue having a landline phone, and do not already have broadband, will generally need to have a suitable broadband connection - this is the case even if they don't use a broadband service. 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.

If you have a service that currently uses a telephone line, it is likely that a broadband service will be required. The provider of the service will be able to advise whether you will need to provide this connection.

How you can help people prepare

If you are visiting somebody in their home, use the visit as an opportunity to talk about the switchover. You can:

• Check their landline is still working
• Ensure they open their mail
• Help them understand what the switch means for them
• Ensure they understand what they need to do on the day of the switch if this is known
• Ensure they have a digital phone

Find out more

You can read more about upgrading landlines to digital technology on Ofcom's website.