BT: How customers can prepare for the digital landline switch
An article from BT regarding the switchover to digital landlines.
If you or someone you know has a BT landline, particularly those who may not to have access to the internet, with telecare systems, health pendants or personal alarms please can you ensure they are made aware of this.
Published: 12 November 2026
BT: How customers can prepare for the digital landline switch
Author: Lucy Baker, consumer digital voice director at BT
The UK’s old, unreliable Public Switched Telephone Network (PSTN) is being retired as part of an industry-wide upgrade, set to be completed in January 2027.
BT is reminding customers why they shouldn’t ignore communications about moving from analogue to digital landlines.
The PSTN runs on ageing analogue infrastructure that is becoming increasingly unreliable. Working closely with Government and Ofcom, the nationwide move to digital landlines will provide a more reliable and resilient service fit for the future.
BT has been raising awareness of the switchover for more than three years through customer events, advertising campaigns and charity partnerships. More than 95% of BT customers have already moved to a digital landline.
With the final phase now underway, we’re focused on moving the remaining customers as safely and smoothly as possible. If you hear from us about your landline, please don’t ignore it. Responding promptly means we can understand your needs, provide any additional support and help avoid the risk of disruption to your services.
While most customers respond to our communications and switch without issue, a small number have not engaged despite repeated attempts to contact them.
We have been testing different ways to reach these customers. In a recent controlled trial, we temporarily paused broadband services for a small group who had not responded to multiple letters, emails, texts and calls over the previous two years. We did this safely, keeping customers’ landline services running and giving them advance notice.
The trial prompted more than 80% of previously unresponsive customers to get in touch and take the steps needed for their switchover. In many cases, customers responded to the advance warning and therefore did not experience a broadband pause at all.
We are now expanding this approach to customers who have not yet engaged, with clear warning and support throughout. The aim is to encourage customers to contact us so we can understand whether they need additional help and ensure they can keep accessing their services after the switch.
Some households have additional services or equipment connected to their landline, such as telecare systems, health pendants or personal alarms, which may need checking before they switch.
Protecting customers who need extra help remains BT’s top priority. We’re working with local authorities, telecare providers, charities and government through the PSTN Charter of Commitments to identify and support customers safely through the move.
We also offer free in-home engineer visits for customers who need extra support and backup power solutions to help customers make calls during power cuts.
Still need to make the switch? Three things customers should do
- Read and respond to communications from us, whether by post, email or phone.
- Contact us if we’ve asked you to get in touch, or if you have questions.
- This is particularly important if you have telecare, a health pendant, personal alarm or another device connected to your landline.
- Confirm any appointments with our trusted partner Openreach where needed to complete your switch.
If you’ve been contacted about moving to a digital landline and want to find out more, visit www.bt.com/connected-together. You can also speak to our team on 0330 1234 15.