The UK's old landline network is being switched off. This is how it will affect you

Yahoo

29-04-2025

Traditional landlines in Britain are being phased out altogether in a major change to the telephone service.
From 2027, all households will use a new home phone service delivered over broadband, rather than the traditional copper phone network - although most households will be switched over this year.
Charities have told Yahoo News that while many older people in particular may feel "daunted" by the digital switchover, it was important to stress that landlines aren't being phased out altogether - it's the network that is changing.
Presenter Moira Stuart 75, has fronted a campaign - alongside BT - looking to raise awareness of the new replacement service, known as Digital Voice.
The new service includes scam-blocking features, and is delivered entirely over broadband.
Stuart, who worked for the BBC for 34 years, said, 'Like many people, I've relied on a landline for most of my life – so I was curious to understand what switching to Digital Voice really means."
Stuart previously almost fell victim to a bank scam, saying at the time, 'I was absolutely devastated, embarrassed and angry with myself'.
Digital Voice is a new service which uses the broadband network to route calls.
It replaces Britain's century-old copper wire network, which is no longer reliable enough to deliver high-quality services and which has become difficult and expensive to repair.
Instead of plugging a phone into a wall socket, customers typically plug it directly into a broadband router and make calls this way.
The way calls work won't change, but they will travel over the internet instead of the copper line, offering improved sound quality.
The full 'switch off' was originally planned for 2025 but was extended to 2027, although voice lines in homes will be switched off sooner.
BT has provided the following schedule for vulnerable customers as to when their services might be switched over.
Spring 2025: East of England, Northern Ireland, Wales, Yorkshire & Humber
Summer 2025: East Midlands, London, North East England, Scotland
Autumn 2025: North West England, South East England, South West England, West Midlands
The change will affect users who still use old-style copper-wire landlines for phones or other devices.
Since September 2023, there have been no new connections to the copper network, and BT is working to move customers off copper wire in services that have historically relied on such lines, like lifts.
BT says the rollout will prioritise vulnerable customers, offering free in-home visits from engineers.
There is an interim landline service for landline-only users which can support customers until 2030 if they do not have broadband.
If you're worried about your own connection or that of a family member, BT has a 'Connected Together' website dedicated to the switchover - which offers support information and tools in switching over. (Visit BT here for more details.)
One of the potential upsides however, according to BT, is that Digital Voice will provide built-in protection against scam and nuisance calls.
According to a study by the University of Portsmouth in 2024, older adults in the UK, particularly those over the age of 75, are experiencing an unprecedented number of attempted telephone frauds.
At least two-thirds of the respondents were targeted by scammers in the past six months, with nearly 75 per cent of the attempted frauds conducted via telephone.
BT says Digital Voice blocks 17,000 scam calls every day and flags over 158,000 as suspected nuisance calls.
Many older people also use telecare - a range of services that use alarms and sensors to check that people are okay - and BT says that these will only be upgraded to Digital Voice once BT is sure that the equipment is compatible.
People who use a telecare device will be offered an engineer visit (free) and a battery back-up unit in cases there is a power outage.
Caroline Abrahams CBE, Charity Director at Age UK told Yahoo News: 'Lots of people may feel daunted by digital developments and are worried about the digital switchover, but landlines aren't being phased out – it's the network that's being upgraded and services are changing.
'Switching over will be straightforward for most, but some households may need new equipment or support. If you or an older person you support uses a telecare device, pendant alarm or burglar alarm, let the phone company know and check with the equipment provider to see whether it needs to be upgraded ahead of the switch.
'In most cases people will be able to keep the same number and handset. Telephone providers will contact people affected in advance to let them know when their system is changing and what needs to be done. In some cases, an engineer will need to visit to make changes. When your telephone provider contacts you, let them know if you have any questions or concerns.
The new service will cost the same as before, BT says, and users who do not have broadband will be offered a connection.
Age UK's Abrahams says: 'If you don't already have broadband, your network provider will supply the connection – so you shouldn't face extra costs."