The UK analogue telephone network is being replaced by digital telephone services. This leaflet explains what is happening, what you may need to do and how to stay safe.
When will this happen?
BT plans to retire its traditional landline network by 31 January 2027. Other telephone companies may have different dates. Many households have already changed. Your own provider should tell you when your service will change.
What is changing?
You can still have a home telephone. Instead of using the old telephone network, calls will usually go through a broadband connection. Your existing phone may work by plugging it into a broadband router. Your provider will explain what equipment you need. You do not necessarily need to own a computer or smartphone.
Do I need to take action?
- If you use a landline, contact your telephone provider to ask when your line will change, particularly if you have not received information.
- Tell your provider if you have sight loss, another disability, need help with installation or require large print, audio or other accessible information.
- Tell your provider if you do not have a mobile phone, have poor mobile signal or depend on your landline to call for help.
- Do not unplug your existing telephone or connected safety equipment until your provider tells you it is safe.
VERY IMPORTANT: Medical alarms and emergency devices
If you use any of the following, contact BOTH your telephone provider and the organisation that supplies or monitors the device BEFORE your telephone line is changed:
- Personal alarm pendant, fall detector or telecare/community alarm
- Medical monitoring device that uses the telephone line
- Warden-call system, home security alarm or other equipment connected to your phone socket
Ask the equipment provider to confirm that it will work reliably with your new digital line, whether it needs replacing or adapting, and how it will work during a power cut. Arrange a supervised test with the alarm monitoring service after any changes. Never assume an alarm works simply because it lights up or makes a sound.
If compatibility is not confirmed, tell your phone provider immediately and ask them not to move your service until a safe plan is agreed. Keep an alternative way to call for help in place.
What happens in a power cut?
Unlike many older corded landlines, a digital phone usually needs electricity. During a power cut, your phone and connected alarm may stop working unless suitable backup equipment is provided.
- Ask your telephone provider about a free emergency calling backup if you depend on your landline and have no reliable mobile alternative. The provider must assess your needs.
- Check separately that any medical or telecare device has suitable power and connection backup; a backup for telephone calls does not automatically protect the alarm.
- Keep a charged mobile phone available if you can, and agree an emergency contact plan with family, neighbours or carers.
- In an immediate emergency call 999 using a working phone. Do not rely on an untested pendant or alarm.
Will it cost me money?
You should not be charged simply to move your existing landline to digital. Some extra equipment or service changes may have separate costs, so ask your provider to explain these before agreeing. You should not need to buy a new phone unless your current one is incompatible.
Watch out for scams
Be cautious of unexpected calls, texts or visitors claiming you must pay urgently or give bank details to avoid being disconnected. Do not share passwords or payment details. If unsure, hang up and contact your provider using a number from your bill or its official website.
A simple checklist
- ☐ I know who provides my landline and how to contact them.
- ☐ I have told my provider about my sight loss and any extra support I need.
- ☐ I have told both providers about any medical alarm or telecare equipment.
- ☐ I have confirmed my alarms will work after the change and arranged testing.
- ☐ I have discussed power-cut backup and an emergency contact plan.
Where can I get more information?
Contact your own landline provider first. You can also read official advice from Ofcom at www.ofcom.org.uk (search “digital landlines”), and government guidance at www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines.
N-Vision can help clients understand this information and prepare questions for their telephone or telecare provider. N-Vision cannot confirm whether individual medical alarms are compatible: this must be checked with the equipment provider.
Information checked: November 2026. Provider arrangements and dates may change.
