Changes to Telephone Services
All UK telephone lines will be upgraded from analogue landlines to digital connections. This is being rolled out across the country with completion due in 2027. The media refers to this as ‘The Digital Switchover’.
What is the Digital Switchover?
In 2017, the Government in conjunction with the telecoms regulator Ofcom, decided to upgrade current landline networks to a ‘Digital Voice’ standard – due to existing networks being outdated and difficult to maintain.
Why are you telling me now?
Telephone and broadband providers (known as network providers) have started sending letters out to their customers regarding the switchover, this might be a separate letter/email but is often included with your bill.
How will this affect me?
The switchover between old and new lines will be straightforward for most people and you will be able to keep your existing telephone number. When the new service is available in your area, your network provider (e.g. BT, Sky) will contact you to book an appointment for completing the work.
What will be involved?
For most, this switchover involves a new cable being installed to their property and any existing equipment (telephone and broadband) unplugged from the old line and plugged into the new. This should be a quick and simple process.
What alarms will be affected?
Certain services need a landline to operate. These could include:
- Telecare services (e.g. pendant alarms for falls, personal alarm)
- Burglar alarms
- Fire alarms that link to services
Many will continue to work on the new line, but some older devices won’t work correctly.
What do I have to do if I or the person I care for has an alarm?
Get in touch with your provider as soon as you receive the letter from them. You should be offered to delay the switchover until later in the rollout, allowing you additional time to contact the provider of the alarm and confirm whether your alarm will work with the new line. Following that, you need to contact the provider of the alarm service to discuss whether your device will continue to work on the new line or what alternative options are available to you. Once you have confirmed that the alarm device will work you can update the network supplier and agree when the work might be undertaken.
What if I am worried about the service for the person I care for?
Ofcom has worked with network providers to ensure the change doesn’t put vulnerable people at risk. The network providers agreed a charter with Ofcom committing not to switch people to a digital network unless they are protected. If you believe you or someone you know is vulnerable or depends on a landline, you should notify the network provider so that they can support you.
Where can I find out more information about the switchover?
More information can be found online at:
https://www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines