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.
For most residents and businesses, the switchover will still be completed by 2025. However, BT have recently announced that to ensure that vulnerable residents can be moved over safely the deadline will be delayed until 2027.
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 or email.
Beware of scams
Your telephone provider is unlikely to 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.
How we can help
Over the summer, we attended events across Essex to help residents understand what they need to do to prepare for the end of analogue phone lines. Visit the Digital Essex website to see the events we were at across the county. Please email digital@essex.gov.uk if you’d like us to attend your events next.
In the Autumn of 2024, we will also be running free webinars providing guidance and resources to help businesses prepare for the transition to digital communication services. Visit the Digital Essex website to book now.
Vulnerable residents need to take action
What vulnerable means
If any of the following apply to you or someone you know, additional support may be offered. Please contact your telephone provider if you:
- are over 75
- use a personal alarm or healthcare device
- do not use broadband at home
- live in an area with no mobile signal or, do not have a mobile phone device
- have additional needs
- have concerns or questions about what you need to do to make sure your phone line isn’t affected
How to register as vulnerable
If you or a family member are vulnerable, you can notify your telephone service provider by dialling 150 directly from your landline. This number will connect you to most telephone service providers, allowing you to inform them of your situation. If you are unable to connect using 150, please call your provider directly using the number on your bill.
Once connected, tell your provider that you are contacting to inform them that you are “vulnerable and will need additional support”.
This will prompt your provider to explain the next steps and provide you with extra support and the additional equipment you might need.
What registering as vulnerable provides
Registering as vulnerable delays the switchover until Spring 2025 and offers the following support:
- Vulnerable customers will likely receive a free battery backup unit, ensuring phone access during power outages. They can choose a hybrid phone with battery and mobile network access or a battery backup for the internet router. Both devices will offer at least a 1-hour battery life, in practice this is more likely to be between 4-8 hours.
- Customers can nominate someone to assist with the switch. This person will handle all necessary information and equipment. The switch will only happen after an advisor confirms the appointment.
- Starting Spring 2025, Telecare support will be available. An engineer will make sure the device works after the switch or reverting it back to an analogue line if necessary.
Customers who don’t use broadband
For customers without broadband, including landline-only users and businesses with specialised needs like alarms and payment terminals, BT has developed an interim landline service to maintain connections as they transition from analogue to digital.
New equipment in local exchanges will allow these customers to continue using their landlines as usual until a digital solution is available, or by 2030 at the latest.
For everybody else
Nothing will change if you:
- do not have a landline
- only use mobile phones in your home
- already use a digital phone line
For most residents, the switchover should be simple. This is likely to be a case of just plugging your phone into your broadband router. Your telephone provider will contact you with the correct steps that you need to take.
Please note that after you have been switched over to the digital line your existing phone sockets will likely stop working.
Power supply
Digital phone lines rely on a power supply; if there is a power cut, you will need to use a mobile phone.
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.
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.
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 Gov.uk websites.