What is the digital switchover?
Landline phones are switching from the old copper wires to fibre cables, the digital switchover is the process of upgrading all home phone services in the UK onto the new fibre connection. This is expected to be complete by January 2027.
What does this mean for me?
The switchover is simple and nobody will lose their landline service or have to change their telephone number. In most cases the existing handset will also still work with the new fibre connection.
Your network provider (the company that supplies your telephone line for example BT, Virgin or Sky) is responsible for carrying out the works and supporting you through this.
Your network provider will contact you to arrange this work or to discuss options with you if you have any questions or concerns. They may contact you through the post, email or text depending on the provider.
What will happen on the day of the switchover?
Your home phone will need to be plugged into a WiFi Hub instead of the wall mounted socket. If you do not have access to broadband you don’t need to worry, phone companies are working on solutions to keep all customers connected and they will be in touch.
I have other devices that rely on my landline, what about them?
If you have other devices connected to your phone line such as:
- burglar alarms
- fire alarms linked to emergency services
- telecare services (such as alarms for falls)
- fax machines
You will need to talk to your equipment provider about updating your equipment, they will be able to support you to understand your options and their plans whilst transitioning into a digital service. You should also let your network provider know. If you live in one of our properties which has lifeline as part of your tenancy (Retirement Living or age-restricted properties such as Helen Court and some of our other flats and bungalows) you don’t need to worry as we are working with Tunstall who provide the equipment to these properties.
What if I or someone I know is a vulnerable customer?
Before the switch you/they should check the following:
- Make sure that your/their 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
- Ask your device provider whether your kit will work with a digital landline
If you/they need help in making the switch then phone your/their provider for support, if you don’t have anyone else that can help you.
What happens in the event of a power cut?
In the event of a power outage digital landlines will not work until the power is restored. It is strongly recommended that you have a mobile phone in case of emergencies.
If you depend on your landline , have additional needs or can’t use a mobile, your phone company can offer a free solution such as a battery back-up unit that lets you contact the emergency services should a power cut happen.
Beware of Scams
Criminals may use the switchover as an opportunity to scam others. If someone contacts you, follow this advice:
- STOP- Take a moment to stop and think before sharing personal information
- CHALLENGE- Never feel rushed or pressured into make a decision. if you’re suspicious, hang up and call the official company number.
- PROTECT- if you think you’ve been a victim to a scam report it to your communications provider and to Action Fraud by calling 0300 123 2040
Further information
View further information on the digital switchover website.
It is your providers responsibility to support people through the switchover for their services.