Landline switch FAQs and quick answers
About the switch
What is the landline switch?
The UK's analogue phone network (the PSTN) is being retired. Every phone provider is moving customers to digital voice, where calls travel over broadband. The national deadline is January 2027. Full explanation.
Will my phone number change?
No. Your phone number stays the same.
Do I need to do anything?
If you only have a phone, your provider handles the switch. If you have telecare, an alarm, or any device that uses the phone line, check whether it will still work on digital voice. Run the device checker.
When will my line be switched?
It depends on your provider and area. You should receive notice before it happens. Call your provider to ask for your specific date. Timeline details.
Has the deadline been delayed?
The original target was December 2025. Ofcom pushed it to January 2027 after telecare-safety and power-cut concerns. The January 2027 date still stands as of April 2026.
Phones and calls
Can I keep my existing phone?
Usually yes. Plug the phone into the back of the broadband router instead of the wall socket. Corded and cordless phones both work, though a cordless base still needs 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, if the router has power. Providers must offer at least one way to reach 999 during a power cut, such as a battery backup for the router or a mobile handset. Emergency calling details.
Will call quality change?
Call quality on digital voice is typically the same or slightly better than the old analogue system. 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. Many analogue telecare units will not work reliably over digital voice. Contact your telecare provider and ask them to confirm an end-to-end test on your current line. Telecare guide.
Will my burglar alarm still work?
If the communicator dials the monitoring centre over the phone line, it may stop working after the switch. 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 travel consistently over VoIP. Consider online fax or fax-to-email instead. Fax machines guide.
Will my lift emergency phone still work?
No, if it dials out over a PSTN line. The lift maintenance company must fit a GSM or SIP replacement before the building's line is switched, or the lift emergency call will fail. Lifts and emergency lines guide.
What about door entry and gate intercoms?
If the intercom dials a phone number to reach your handset, it uses the phone line and may stop working after the switch. Ask the installer or managing agent whether the system is PSTN-dependent. Door entry guide.
Do I need to do anything about my payment terminal?
Most modern card machines use 4G or broadband. If yours connects via the phone line (common with older countertop terminals), it will stop working after the switch. Ask your payment provider about a replacement. 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 supplier about a broadband or mobile alternative. Franking machines guide.
Costs and contracts
Will this cost me anything?
The migration itself should not cost extra; your provider pays to move you. 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. 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 register run by phone providers and energy suppliers for people who are elderly, disabled, chronically ill, or otherwise vulnerable. It gets you priority support and advance notice during the migration.
Is this a scam?
The landline switch is real, but scammers use it as cover. Your real provider will never ask for payment details or passwords during an upgrade call. How to spot scam calls.