As we enter the final year of the digital switchover, we know how important it is to protect and support our most vulnerable customers, especially those who rely on telecare services every day.

Following a series of successful pilots, BT/Openreach are now rolling out engineer-assisted migrations for customers identified as telecare users. 

  • Over three million UK households have now moved to digital landlines, providing a safer, more reliable service ahead of the industry‑wide analogue switchover in January 2027.
  • As part of this upgrade, the UK’s ageing and unreliable copper landline network is being retired, moving customers onto modern digital landlines built for the future.
  • BT is continuing its nationwide customer engagement campaign to support households and businesses to move away from the copper network, particularly vulnerable customers – with enhanced protection, including free engineer visits and backup power where needed.
  • The move is part of BT’s once-in-a-generation investment in future-proof connectivity across the UK and supports long-term economic growth.
  • BT Group’s full fibre broadband network now reaches two thirds of the UK’s homes and businesses and its 5G+ mobile network reaches 69% of the population.

With the UK’s 40-year-old analogue landline network set to close at the end of January 2027, BT has revealed that the majority of its landline customers, over three million households, are already benefiting from safer, more reliable digital landlines. What’s more, new research* reveals that most Brits who have made the switch say they feel more reassured about making and receiving calls, thanks to the additional benefits digital landlines offer.

The UK’s ageing PSTN (Public Switched Telephone Network) runs on analogue copper infrastructure and has become increasingly unreliable. It no longer meets the connectivity standards expected in today’s digital age. Supported by Government and Ofcom, the nationwide move to digital landlines is delivering a more reliable and resilient service fit for the future. Similar upgrades are already underway or complete in countries including Australia, Germany, France and the Netherlands.

BT is investing more than any other provider into the UK’s digital infrastructure to support next-generation connectivity and services. This includes plans to bring full fibre – the UK's most reliable broadband technology – to 30 million UK homes and businesses and 5G+ mobile connectivity to 99% of the population. BT Group’s full fibre broadband network currently reaches two thirds of the UK’s homes and businesses and its 5G+ mobile network reaches 69% of the population.

Allison Kirkby, BT Group Chief Executive, said: “Upgrading the UK’s digital backbone is essential to make sure everyone has the modern, secure and resilient connectivity they can trust to help them prosper in a connected world. Failing, decades-old infrastructure holds back homes, businesses and digital inclusion ambitions.

“BT is currently one of the biggest investors into UK infrastructure and will have invested more than £40bn into the country between 2020 and 2030. We know that growth and opportunity is unleashed, as a result of our investment and when people, businesses and communities connect to our digital networks.

Time to Act:

In the final year of the nationwide upgrade, BT is reminding customers that support is available and that failing to respond to messages from their provider may result in disruption to their phone or broadband services as the switchover deadline approaches.

Supporting consumers and businesses:

The majority of BT handsets are compatible with BT’s digital landline service, and customers will generally keep their existing number and pricing when moving over. Customers may need to confirm their preferred option, plug their phone into their broadband hub, or book an engineer visit. Customers with additional needs, including those who use telecare devices or pendant alarms, should inform their provider as soon as possible so the right support can be put in place.

BT is also working with businesses of all sizes to support them in the upgrade, with around 80% of private and public sector customers now migrated their voice services from analogue to digital. Since the beginning of 2026, BT Business has now begun upgrading many remaining organisations through ‘protective migrations’ where possible, automatically moving their analogue services onto the right long-term digital solution.

All businesses who haven’t yet upgraded are being contacted directly to agree migration plans, test new solutions and confirm how services are used within their organisation – which is critical given not all services can be upgraded automatically. Engagement therefore remains vital, particularly in critical national infrastructure sectors, to avoid disruption and ensure services continue to operate safely and securely beyond 2027, with further information available here in this blog.

Protecting the Most Vulnerable:

Protecting customers with additional needs remains BT’s top priority and will continue to be a core focus throughout 2026 as the switchover progresses. As part of this ongoing commitment, BT continues to strengthen safeguards, including:

  • Expert Guidance: BT established the Digital Voice Advisory Group in 2022, made up of charities and representative groups, to help inform and guide its approach to the digital landline switch. BT also continues to work closely with local authorities, telecare providers, charities and government as part of the PSTN Charter of Commitments, helping to ensure that vulnerable customers are identified and supported safely through the transition
  • Data Sharing: 99% of Local Authorities have signed data-sharing agreements to help identify and protect telecare users whose devices may be connected to the analogue copper network.
  • Professional Installation: Free in-home engineer visits for those who need extra help.
  • Resilience: Provision of backup power solutions to help customers make calls during power cuts.

BT will maintain nationwide awareness through face-to-face events, regional outreach and accessible communications. Customers are advised to wait until they are contacted, but to take prompt action when they are. If you don’t, the services you rely on could be impacted.

Further information and support are available on our Connected Together site, or by calling 0330 1234 150.

Note 

*YouGov February 2026 insight of 2000 respondents who have switched to Digital Voice

 

Connected Together: Support with the Digital Switchover

  • Landlines are changing and the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using.
  • We understand that change can feel overwhelming. With a little support and reassurance, we’re here to help you understand what is happening and ensure you and your loved ones stay connected without disruption.
  • That’s why we’re proud to support BT’s Connected Together initiative, offering the tools, guidance and confidence to support you and your loved ones through the switch.

 

What’s happening?

This is a once-in-a-generation, industry-wide upgrade to future-proof the UK’s landlines.

The analogue network that most home phones work on today is no longer fit for purpose and can't keep up with the demands of modern life. That outdated network will be switched off for all landline providers in January 2027. BT’s new home phone service is called Digital Voice. 

The landline is not going away, and for most, the switch is simple. No one will be left disconnected. 

Here are a few key points to be aware of:

  • The switch won’t cost you a penny
  • Phone numbers won’t change
  • Over 99% of existing handsets are compatible with Digital Voice
  • Benefit from free and helpful calling features such as 3 Way Calling, Voicemail and Call Protect to help block scam calls and notify you of any suspected nuisance calls
  • For those that may need extra support, BT offers free engineer visits to make sure everything is set up correctly and working perfectly. Just make sure to confirm or book the appointment when they get in touch. They’ll take care of the rest.
  • Worried about power cuts? Don’t worry. BT provides back up power solutions meaning you can still make and receive calls during outages, and it’s free for those who need it most.
  • If you don’t have broadband, BT will provide a dedicated landline service allowing you to use your landline in the same way you do today. No new equipment is needed, and you won’t require a home visit from an engineer.

 

We know that changes like this can raise questions or cause concern. Especially if you or a loved one uses a landline for safety, independence or day-to-day connections.

To make things easier, BT has put together a Conversation Starter Pack – a straightforward, practical guide designed to help you talk with a friend or family member about what the switch means and how you can support them. Whether it’s a quick phone call or a relaxed chat over a cup of tea, starting the conversation early can really make a difference.

By sharing this information with others, you can help make sure more people feel informed, reassured and ready for the change.

 

What you can do

  • Download the Conversation Starter Pack on BT’s Connected Together website for helpful advice on how to talk about the switch
  • If you, or someone you know has additional needs and needs extra support making the switch, contact the landline provider. For BT customers they can register via webform on the Connected Together website or by calling the Customer Care team.   
  • Talk to a friend, neighbour or family member who might benefit from early support

Start the conversation today.

Find out more at: www.bt.com/about/all-ip/connected-together or call 0330 1234 150.