Digital switchover
What is the Digital Switchover?
The Digital Switchover is a major upgrade of the UK’s telecoms network, moving from old copper phone lines to modern digital systems that carry voice calls over the internet. This change aims to enhance the reliability and maintenance of our communications infrastructure.
What is changing?
All old phone lines made of copper will be replaced with newer systems to improve the overall reliability and maintenance of the network.
When will this happen?
Originally planned to be completed by the end of 2025, the Digital Switchover has now been delayed until January 2027 so broadband providers, telecare providers and consumers have more time to adapt.
The Digital Switchover is being rolled out in stages. The exact timing of the switchover will vary by area, so residents should look out for communication from their phone providers regarding specific dates for their locality.
What do you need to do?
You can find information about what physical actions you might need to take in the video below, by Ofcom.
Video: Moving landline phones to digital technology
- Transcript of this video
-
This video has no spoken word. This video instead uses captions, which can be found here.
Caption 1: The technology that we currently use to make landline phonecalls is being upgraded over the next few years.
Caption 2: Landline phonecalls have traditionally been delivered over a network known as the public switched telephone network (PSTN).
Caption 3: This network is old, and becoming more expensive to maintain, so it needs to be replaced.
Caption 4: Phone companies are investing in new systems and networks. For example, by upgrading old copper-based broadband lines to full-fibre.
Caption 5: They will need to switch customers to away from the old PSTN at the same time as upgrading their technology.
Caption 6: Once switched over, landline calls will be delivered over digital technology called Voice over Internet Protocol (VoIP), also referred to as 'digital phone' or 'digital voice'.
Caption 7: Customers who want to keep a landline phone will need to move to a VoIP service.
Caption 8: For most people, this will simply be a case of unplugging your phone cable from the socket on the wall, and inserting it into your broadband router instead.
Caption 9: Once you have oved to a VoIP service, your landline phone will work in much the same way as it always has.
Caption 10: These changes have already started, but you don't need to do anything unti your provider contacts you to tell you your service is changing.
Caption 11: Do let your provider know if you use a telecare device, have no mobile signal at hime, or rely on your landline for other related services.
Caption 12: Find out more about the switchover to VoIP and what it means for you by visiting ofcom.org.uk.
You can also:
- Check connection: is your landline phone already connected to a broadband router? If so, you may not need to do anything.
- Consider replacing older phones: these may not be compatible with the newer system. Check if your phone can be plugged into your router or new socket or request an adaptor if needed.
- Contact your provider: especially if you are disabled, older, isolated or on a low-income as additional support and equipment may be available.
- BT customers: find more information or contact telephone 0330 1234 150.
- Virgin Media customers: find more information or dial 150 from your Virgin Media home phone or telephone 0345 454 1111 from any other phone.
If you use another provider please contact them directly.
- Inform Telecare Services: if you use telecare devices, contact them to arrange any necessary changes to your equipment.
- Check with friends and family: if you know anyone who may be affected by the switchover, check they are aware of the changes and next steps.
Support for vulnerable customers
Providers have committed to supporting vulnerable customers, such as those who are:
- disabled
- older
- isolated
- on a low income
These customers should contact their landline provider to inform them of their situation. The provider will then arrange to send the appropriate equipment at no additional cost. This support ensures vulnerable individuals continue to have access to essential communication services during and after the switchover.
No extra costs for unwanted services
Residents will not be forced to pay for broadband services they do not want or need. The digital phone service will operate using a dedicated broadband connection, which should not cost more than the current phone service. This will ensure residents can continue to use their landline without incurring additional costs.
For customers interested in broadband but concerned about costs, there are lower-cost options available. It is worth exploring different plans offered by providers to find one that fits your budget and meets your needs. Some providers offer discounted rates for low-income households, ensuring everyone has access to affordable internet services.
Customers interested in broadband but worried about costs can explore lower cost options here.
Key terms explained
Adaptor: A device allowing older phones or other equipment to connect to newer digital systems or sockets.
Broadband: A high-speed internet connection that allows for the transmission of data over a wide bandwidth. Broadband is typically faster and more reliable than older dial-up connections.
Copper phone lines: Traditional telephone lines made of copper wire, used to transmit voice calls and data. These lines are being replaced by modern digital systems.
Dedicated broadband connection: A specific type of broadband connection used exclusively for certain services, such as digital phone lines, without requiring users to pay for full internet access.
Digital phone line: A phone line using internet protocols to transmit voice calls over a digital network, rather than traditional copper wiring.
Digital Switchover: The process of upgrading the UK’s telecoms network from old copper phone lines to modern digital systems that carry voice calls over the internet.
Landline: A traditional telephone service using a wired connection. This term can also refer to the physical phone itself.
Provider: A company supplying telecommunications services, such as phone and internet connections. In the UK, the most common providers are BT or Virgin Media.
Rollout: The gradual implementation of the Digital Switchover across different areas, ensuring that the transition is managed effectively over time.
Router: A device connecting multiple devices to the internet and managing the flow of data between them. In the context of the Digital Switchover, a router often facilitates the connection of landline phones to the internet.
Telecoms network: The infrastructure enabling communication services such as telephone networks, radio broadcasting, and the internet. The most common telecoms providers are BT or Virgin Media.
Telecare devices: Devices providing remote monitoring and support services, such as care alarms for the elderly or disabled, which help in ensuring their safety and well-being.
Voice over Internet Protocol (VoIP): A technology that allows voice calls to be made using an internet connection instead of a regular phone line.
More information
If you have any questions or need assistance, please contact your landline provider or visit their website. You can also contact us, telephone 020 7361 2080.