Four ways to prepare for the UK digital landline switchover

You may have heard that landlines are changing and that the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using. 

An industry-wide shift from analogue to digital will see BT and many other home phone operators in the UK provide services over a broadband connection, similar to work taking place in other countries around the world.

As a charity that supports elderly and disabled people, AbilityNet is working closely with BT to help raise awareness of the switchover and to share helpful, up-to-date information on what this means for you or for your family and friends, particularly those with additional needs, such as elderly relatives.

The digital landline rollout – when will the switch happen? 

Between now and 2027, all telephone providers will be moving their customers over to new upgraded landline services that use broadband to make and receive calls.

For BT, its digital landline product is called Digital Voice, but other phone companies have their own versions. 

Supporting loved ones with the switchover

To further raise awareness of the switch, BT has launched a new initiative called ‘Connected Together’, aimed at friends and family members of those with additional needs, such as elderly relatives. 

With ‘Connected Together’, alongside BT’s direct customer communications, BT is encouraging friends and family members of those with additional needs to take a few simple steps to help support their loved ones during the switch to a digital landline, such as helping explain what they need to do in preparation for switching and why it is important. 

BT is providing dedicated information and resources to support friends and family members – together with those with additional needs – via a dedicated website, with selected social media influencers and their family members participating in raising awareness of the switch.

Four things to know about the switch – and how you can help your loved ones

1. Inform and educate: Ensure your family understands the switch to Digital Voice, why it's happening, and how to prepare. They will receive at least four weeks' notice. 
2. It’s easy – and comes with added benefits, too: Switching is simple – just connect your home phone to your router instead of the socket on your wall. Follow BT Group's step-by-step guidance [PDF] or request expert assistance, if required. Pricing and plans remain unchanged, with added benefits like spam call blocking.
3. Notify BT Group of their circumstances: If your loved one uses a telecare device, pendant alarm or burglar alarm, please let the phone company know and also check with the equipment provider to see whether it needs to be upgraded ahead of the switch. For customers with telecare devices or pendant alarm, without mobile coverage, or who have additional needs, BT will offer a free engineer visit to support customers with the switch to a digital landline, as well as a free battery back up unit or Hybrid telephone, which enable calls to be made in the event of a power outage.
4. What if they don’t have broadband? Don’t worry, BT will offer a dedicated landline service, allowing them to use their landline in the same way they do today.

Visit the BT Group website to get more help with Digital Voice

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Changes in other countries

The UK isn’t the only country going through these changes.

In fact, in Estonia and the Netherlands the switch has already happened and countries like France, Germany and Japan are also all in the process of turning off their analogue landline networks. This once-in-a-generation upgrade to UK landlines is absolutely essential and will replace existing technology which is fast becoming obsolete. 

To ensure customers are protected during the switch process, BT and other home phone providers have partnered with the Government to agree on a checklist of criteria they must follow before moving customers over. 

This checklist outlines various requirements, such as contacting customers well in advance of making the switch and working closely with local authorities to make sure no one is overlooked.

BT says all customers will be notified four weeks before the move to Digital Voice takes place. 

What does the switch mean for people who use telecare devices or pendant alarms?

The above agreement will require home phone providers to offer an engineer visit to anyone who has additional needs, including elderly or vulnerable people who depend on telecare devices or pendant alarms. The engineer will test whether your telecare devices or pendant alarms still work once the household has been switched to a digital voice service.

BT acknowledges that some people may be apprehensive about the changes, particularly if they’re dependent on landline services for lifesaving telecare devices or pendant alarms.

That’s why it’s critically important that anyone who uses a telecare device or pendant alarms lets their provider know so they can ensure they have the necessary support available when the time comes to switch. You can also do this on behalf of a friend or family member.

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What to expect when upgrading to Digital Voice 

For most BT customers, the upgrade to Digital Voice is as simple as having a landline phone that is connected to a BT broadband router, rather than the phone socket in the wall. More than 99% of phone handsets are compatible with Digtial Voice, so you shouldn’t need to buy a new one. There is also no additional charge for Digital Voice. 

For most people, using Digital Voice will feel much the same as using an analogue landline. But the technology also comes with new features, such as advanced spam call blocking. BT calls this feature Enhanced Call Protect and it stops around 20,000 scam calls every day. This is a particularly useful feature for vulnerable people and the elderly, who are often targeted by such calls.

For those with telecare devices or pendant alarms, without mobile coverage, or who have additional needs, BT will offer a free engineer visit to help customers make the switch as well as a free battery back up unit or Hybrid telephone, which enable calls to be made in the event of a power outage.

For those with Telecare, the engineer will also test your device to ensure it’s still working after they’ve moved you to Digital Voice.

What about customers who don’t currently have broadband?

Don’t worry, you won’t be forced to subscribe to a broadband service that you don’t want.

Instead, BT will set you up with a dedicated connection for your phone service. You won’t need any new equipment or a home visit from an engineer to get things set up. You will essentially be able to continue using your landline in the same way that you do today until 2030.

But if you do have concerns, or have a vulnerable loved one who may need additional support, contact BT’s customer support to discuss your options

How AbilityNet can help

• Call AbilityNet's helpline on 0300 180 0028
• Request help from an AbilityNet volunteer
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