You may already be aware that landlines are changing and that the UK’s telephone network is going digital. By January 2027, the old analogue network will be completely switched off, replaced by new digital landlines which work using broadband.
These changes will affect everyone who has a landline they would like to keep using. For most customers, the switch is straightforward – Just follow the step-by-step guidance to connect the home phone to the router instead of the socket on the wall.
Pricing and plans will remain unchanged, and the new service will come with added benefits like spam call blocking.
To help ease any concerns, the following video has been created which explains the changes and what support is available. (Link opens external page).
That said, it is recognised that this change may feel daunting for some customers — especially those with additional support needs including older adults, people without access to broadband or mobile service and those who rely solely on a landline.
BT have been working closely with the UK Government and wider industry providers to ensure that everyone gets the support they need when the time comes to make the switch. If you have family, friends, or neighbours with additional needs such as elderly relatives or someone who uses a telecare device or pendant alarm, the BT ‘Connected Together’ initiative encourages you to take a few simple steps to support them through the switch.
You can help by:
- Ensuring that any vulnerable members of your community understand the switch to Digital Voice, why it is happening, and how to prepare. They will receive at least four weeks’ notice.
- Ensuring that anyone who needs extra support to make the switch to Digital Voice, registers for this using the BT webform available on the website. Customers will be asked to log into their MyBT account, where they can let BT know about any additional support needs, they may have. An engineer will be on hand to assist with transition.
- Ensuring that anyone with a telecare device, pendant alarm, or house alarm, contacts the phone company to let them know and checks to see whether the equipment needs to be upgraded ahead of the switch. Find out more
For customers with telecare devices or pendant alarms, without mobile coverage, or who have additional needs, BT will provide a free battery backup unit on request, for use in case of a power outage.
But they must first register or log into their MyBT account to inform BT of any additional support needs if this has not already been done. If anyone you or anyone you know needs extra support making the switch to Digital Voice, please register using the BT webform.
Beware of Scams
Landline providers will never ask for personal information like passwords or bank details. If you’re unsure about a call, hang up and contact your landline provider directly using a verified phone number.
No Broadband? For customers without broadband, BT will be offering a dedicated landline service, allowing them to use their landline in the same way they do today.
Contact numbers:
If you have Telecare, and are a BT or EE customer, please call 0800 077 8813
If you are a Plusnet customer, please call 0800 079 0009.
If you are not a BT customer, you will need to contact the landline provider for support.