Is your home phone ready to go digital?

Pop-art image of a phone, with the headline "stay switched on"

The UK's telephone network is changing. Traditional phone lines will be replaced by a digital landline service. This means that calls will be made over a broadband line.

BT have recently announced that the telephone switchover will be delayed until 2027. This is to make sure there is time to move vulnerable residents over safely.

We want to make sure residents are aware of the switchover, should their landline change before this date.

For most people, this change will be straightforward. Before your phone line changes, your telephone provider will contact you. Depending on your provider, this could be a letter, text, email, postcard or leaflet.

Who isn't affected by the switchover? 

Nothing will change if you: 

  • do not have a landline
  • only use mobile phones in your home 
  • already use a digital phone line 

How to make sure your landline stays switched on

If you already have broadband set up at home

This should be a simple change. Your home phone will be plugged into your broadband router instead of the wall-mounted socket. You will also keep your phone number.

If you do not already have broadband set up at home 

To continue using your landline, you will need to switch to a digital phone line. Your telephone provider should contact you to let you know what you need to do to make sure your service isn’t affected. If you have any concerns, contact your telephone provider.

When to contact your telephone provider 

If any of the following apply to you, or someone you know, contact your telephone provider. 

  • you do not use broadband at home 
  • you use a personal alarm or healthcare device 
  • you have additional needs 
  • you live in an area with no mobile signal 
  • you have concerns or questions about what you need to do to make sure your phone line isn’t affected

Your telephone provider will tell you what you need to do to keep using your phone line, and help you take extra steps to prepare. 

How do I find out who my telephone provider is? 

To find out who your telephone provider is, check your phone bill. Your bill should include the provider's name and contact details. If you have recently moved into a property and are not sure who provides the land line, you can dial 150 to find out.

Frequently asked questions (FAQs)

I have already told my provider that I have a personal alarm and/or additional needs - do I need to do anything else? 

You do not need to do anything else if your telephone provider already knows you have additional needs, use a personal alarm/healthcare device or are vulnerable. 

Your provider will contact you before anything changes. 

What will happen during a powercut if I have a digital phone line? 

Digital phone lines rely on a power supply, so if there is a power cut, you will need to use a mobile phone. If your area has poor mobile signal, or you have no mobile phone for emergency calls, your provider will give a solution to allow calls to be made in emergencies. 

Are there any costs for the switchover?

Your telephone provider will not ask for money to switch you to a digital line. Be aware of fraud – if you receive any requests for money, report it on the Action Fraud website or call 0300 123 2040.

Where can I get more information from? 

If you have concerns or questions about the switch to a digital phone line, contact your telephone provider. 

You can also find information on the Which and the websites.