The digital switchover – analogue to digital telephone line transition

What is the digital switchover?

The digital switchover is the process of upgrading home phone services across the UK, changing from older, less reliable copper wires to fibre ones.

What does this mean for me?

The switchover will be simple. Nobody will have to lose their landline service because of this change. Your phone number won’t change, and most handsets will work fine with the new system. 

Your network provider (e.g. the company that provides your telephone line such as Virgin, Sky or BT) is responsible for the work, and for supporting you.

They will contact you to arrange the work, or discuss options with you if you have any concerns. Depending on your provider, you could be contacted by letter, text or email.

What will happen on the day of the switchover?

On the day of the switchover, your home phone will need to be plugged into a WiFi Hub. If you haven’t got one of these, your provider will send you one. Your provider should also send you an adapter and easy to-follow instructions to do this yourself, or they will arrange for an engineer to help you in person.

What if I have a service that relies on a landline?

Certain services need a landline to operate. These could include:

• Telecare services such as pendant alarms for falls
• Fire alarms that link to emergency services
• Burglar alarms.

New digital versions of these are available, and if you are worried about something you have you should speak to your network provider in the first instance. You may also look to speak to the provider of your service (e.g. your telecare provider). They will be able to support you to understand your options and their plans for the transition to a digital service.

What do businesses need to do?

Phone numbers won’t change, but your handsets will need to be checked for compatibility with the new broadband-based connection.

Additionally, there are numerous other devices that use the landline for data (such as older payment systems, lift phones, and more) which will also need to be checked for compatibility.

 Businesses should follow these steps to help with the switchover:

1. Make an inventory of equipment that uses the landline and identify which lines they’re connected to.
2. Check with device providers or manufacturers if your equipment is digital-ready, and, if not, what changes you need to make.
3. Ask your communication provider for guidance on moving to a fully digital setup.

What if I am worried about a vulnerable individual?

Ofcom, the independent regulator for telecoms, has worked with network providers to make sure that vulnerable people are not put at risk due to this change.

Ofcom says that providers need to take steps to identify people at risk and ensure they are protected throughout the upgrade process.

Network providers agreed a charter with Ofcom in which they have committed not to switch people to a digital network unless they are protected.

For telecare users, they have also committed to:

• Additional checks to make sure that people who rely on telecare have not been switched and put at risk
• Not to change people to digital unless they have confirmed a digital telecare solution is in place.

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.

What if I'm a telecare user?

Before the switch you should check the following:

• Make sure that your phone company is aware of your circumstances and additional needs
• Let your phone provider know if you live in an area with poor mobile signal or frequent power cuts
• Check what other devices are plugged into your landline (telecare devices, pendant alerts, etc)
• Ask your device provider whether your kit will work with a digital landline
• If you need help in making the switch then ask your social care team or phone provider for support.

Beware of scams

The switchover can create an opportunity for criminals to devise new scams, whether through phone calls, emails, or in-person visits at your door.

What should I do if I am still worried about the switchover?

Your network provider, or service provider if you are worried about something like your telecare alarm or fire alarm, is best placed to help you with anything you are worried about. It is your provider's responsibility to support people through the switchover for their services.

More information can be found online at:

• Upgrading landlines to digital technology – what you need to know - Ofcom
• UK transition from analogue to digital landlines - Gov.uk
• Digital Voice and the landline phone switch-off: what it means for you - Which