Landline switch FAQs and quick answers
About the switch
What is the landline switch?
The UK's traditional analogue phone network (the PSTN) is being retired. Every phone provider is moving customers to digital voice, where calls travel over broadband instead of the old copper network. The target completion date is January 2027. Full explanation.
Will my phone number change?
No. Your phone number stays the same.
Do I need to do anything?
That depends on what you have connected to your phone line. If you just have a phone, the change is straightforward, and your provider will handle most of it. If you have telecare, an alarm system, or other devices that use the phone line, you need to check whether they will still work. Run the device checker.
When will my line be switched?
This depends on your provider and your area. You should receive notice before it happens. If you want to know, call your provider and ask. Timeline details.
Has the deadline been delayed?
The original target was December 2025. It was pushed back to January 2027 after concerns about telecare safety and power-cut resilience. The January 2027 date stands as of March 2026.
Phones and calls
Can I keep my existing phone?
In most cases, yes. You plug the phone into the back of the broadband router instead of the wall socket. Corded phones and cordless phones both work, though cordless base stations still need their own mains power.
Will my phone work in a power cut?
Not without backup power. Digital voice needs the broadband router to be on. If the power goes out, the router goes off and the phone stops working. Full details.
Can I still call 999?
Yes, but only if your phone has power and a connection. Providers must offer a way for you to contact 999 during a power cut. This might be a battery backup or a mobile phone solution. Emergency calling details.
Will call quality change?
Call quality on digital voice is typically the same or slightly better than the old analogue system. Occasionally, if broadband is congested, you might notice a brief delay or drop in quality.
Devices and alarms
Will my telecare alarm still work?
It depends on the model and how it connects. Many analogue telecare units will not work reliably over digital voice. Contact your telecare provider to check. Telecare guide.
Will my burglar alarm still work?
If the alarm communicator uses the phone line to signal the monitoring centre, it may stop working. Contact your alarm company. Security alarms guide.
Will my fax machine still work?
Fax over digital voice is unreliable. The analogue fax protocol does not work consistently over VoIP. Consider online fax services or fax-to-email. Business devices guide.
Will my lift emergency phone still work?
Lift emergency phones that dial out over a PSTN line will stop working when your building's line switches to digital. The lift maintenance company needs to fit a replacement communicator, usually a GSM (mobile) or SIP (internet) unit. Contact your lift maintenance provider and your building's phone or broadband provider to arrange this. Do not wait until the lift phone fails during an emergency. Lifts and emergency lines guide.
What about door entry and gate intercoms?
If your door entry system or gate intercom dials a phone number to let you answer from your handset, it uses the phone line. Once that line moves to digital, the intercom may stop connecting. Ask the installer or managing agent whether the system is PSTN-dependent and what the upgrade path is. Some systems already use SIP or GSM and will not be affected. Door entry guide.
Do I need to do anything about my payment terminal?
Most modern card machines use mobile (GPRS/4G) or broadband. If yours still connects via the phone line (common with older countertop terminals), it will stop working when the line switches. Ask your payment provider whether your terminal uses a phone line and what replacement options are available. Business devices guide.
Will my franking machine be affected?
Some franking machines download postage credit over a phone line. If yours does, it will lose that connection after the switch. Contact your franking machine supplier to check whether your model connects via the phone line and whether a broadband or mobile alternative is available. Franking machines guide.
Costs and contracts
Will this cost me anything?
The migration itself should not cost you extra. Your provider is responsible for moving you to the new system. However, if devices like alarms or telecare need replacing, there may be a cost for the new equipment. Ask your alarm or telecare provider about upgrade costs and timelines.
Can I refuse the upgrade?
Not indefinitely. The old network is being retired. However, if you have a genuine safety concern (for example, you rely on telecare and a safe alternative is not yet in place), your provider should not force the migration. Ofcom guidance says vulnerable customers should not be moved if it would put them at risk.
Getting help
Who should I contact?
Start with your phone provider. If you also have an alarm or telecare, contact the company that monitors it separately. What to say when you call.
What is the Priority Services Register?
A free service that ensures extra support for people who are elderly, disabled, chronically ill, or in other vulnerable situations. Your phone provider and energy supplier both have registers. Being on the register means you should get priority help during outages and extra support during the migration.
Is this a scam?
The landline switch is real, but scammers are using it as a pretext for fraud. Your real provider will never ask for payment details or passwords during an upgrade call. How to spot scam calls.