Moving landlines to digital technologies
Source: gov.uk (2025-05-28)

Information for landline customers about how their provider will migrate their devices and services from the Public Switched Telephone Network (PSTN) to digital technologies.

The technology underpinning the landline network, the Public Switched Telephone Network (PSTN), is being switched off by the telecommunications industry by January 2027. Landlines (and other devices reliant on the PSTN) will require upgrading to new digital technologies.

What is happening?

In November 2017, the telecommunications industry announced the retirement of legacy telephone networks such as the analogue PSTN, which is the technology underpinning traditional landlines. The industry will upgrade landline services to new digital technologies using the internet such as Voice over Internet Protocol (VoIP), Digital Voice or All-IP telephony.

Other devices reliant on the PSTN will also require upgrading, such as alarm systems, telecare devices, door entry systems and more.

Although the migration to digital is industry-led, the government is working with the telecommunications industry to ensure all sectors of the economy are protected, prepared, and upgraded safely.

When is this happening?

The upgrade is being delivered by the telecommunications industry in a phased approach, with all PSTN-reliant devices, including all UK landlines, needing to be fully upgraded by January 2027.

What progress has been made?

Over two thirds of UK landlines have already been upgraded to VoIP.

Why are these changes happening?

Legacy telecommunications networks such as the PSTN have been in operation for decades and have reached the end of their serviceable life. The PSTN is failing due to lack of parts and, increasingly, environmental factors such as storms or heat related faults. Suppliers are no longer manufacturing spare parts and repairs of the network now rely on recycling parts from decommissioned parts of the network. Ofcom, the independent telecommunications regulator, reported that 2024 saw a 45% increase in the number of PSTN incidents reported. In 2024/25 there were over 2,600 major incidents on the PSTN

New digital phone lines will allow communications providers to offer clearer and higher quality phone calls. They will offer greater reliability, more secure and energy efficient networks and promote economic growth. Digital can also be used to block tens of thousands of calls from scammers every day.

What do I need to do next?

For landline customers, communications providers will contact customers ahead of a migration taking place. This should be the provider listed on your bill (e.g. BT, Sky, Virgin Media O2, Vodafone, KCOM etc.). You should look out for communications material from them and be careful not to confuse this with marketing material. For most people this change will be straightforward. Someone using a landline to make voice calls today can continue to use their landline in the same way in the future. In some cases, it may be necessary to change communication provider if your current provider does not offer a voice service in the future. Your communication provider will tell you if this is the case and advise you on next steps.

What will happen when my landline is migrated?

The exact migration process will depend on your communications provider and the equipment they use. 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. In some cases, an engineer visit may be required to ensure devices are functioning correctly.

If you don’t use broadband, some providers will offer their customers an interim, dedicated landline service designed to keep them connected while moving them off the analogue PSTN network. This interim solution allows those customers to use their current landline in the same way as they do today until a digital solution becomes available or 2030, if that comes sooner.

If you are unsure about how a device in your home or business might be affected, we recommend you contact the equipment supplier or device manufacturer to find out whether it will remain functional on a digital phone line.

What shall I do if I use telecare or rely on my landline for access to emergency services?

If you identify as vulnerable or have other devices connected to your telephone line such as alarm systems or telecare devices, you need to call your communication provider listed on your bill (e.g. BT, Sky, Virgin Media O2, Vodafone, KCOM etc.).

Communication providers have been working with local authorities to identify telecare users. Providers are providing extra support to telecare users during the migration. These include free engineering visits and battery back-ups for telecare devices and landlines where needed.

If you are vulnerable, or if you have general questions about the migration, you should contact your communication provider. If you are buying a new alarm or device, you should check with the provider of that equipment that it is compatible with digital phone lines.

What if I own or run a business?

Communications providers are advising all business customers to migrate at the earliest opportunity. You need to review your current infrastructure and devices to determine if any rely on legacy networks such as the PSTN or ISDN. There are a range of devices and systems affected that could impact your business including analogue phones, fire and other types of alarms, payment terminals, lifts and elevators, intercom systems and broadband services.

You can contact your communication provider for help on how and when your business will be affected. You will then need to make the switch to digital solutions, and this will likely involve upgrading and replacing existing systems and equipment.