The Digital Switchover
The UK’s telephone network is changing. Between now and 2027 most telephone providers will be moving their customers from old analogue landlines over to new upgraded landline services using digital technology. This means services that rely on the old landline system such as home phones and healthcare devices will be switched over. The switchover is happening now, and customers are being contacted about moving to Digital Voice.
The information below explains what Salford residents and businesses need to know about changes happening to the UK’s telephone network. Find out what this means for you and what you need to do to make sure you’re ready.
What is the Digital Switchover?
By 2027, telecoms providers (such as Virgin Media, O2 and BT) will switch customers from old analogue copper wire landlines (known as Public Switched Telephone Network – PTSN) to a new digital system using fibre technology (known as Digital Voice). With Digital Voice, your home phone will connect through your internet router, using broadband to make and receive calls.
Here's a short video from BT about Digital Voice.
When is it happening?
For BT customers in the North West, the switchover is expected to be rolling out from Summer 2025. Telecoms customers will be contacted at least four weeks before the switch.
If you have any questions and want to speak to someone in-person, you can attend a Digital Switchover Engagement Event. There's no need to pre-book, just turn up.
How will it affect me/what do I need to do?
Your telecoms provider should contact you before the switchover to check in and discuss what you need to do to make sure your service isn’t affected. However, we’re encouraging everyone to know what to expect.
If you have an internet connection, the change may be as simple as plugging your phone into your broadband router rather than the socket on the wall. If you or someone you know depends on their landline or uses a telecare device connected to a phone line (such as a fall monitor, lifeline, or personal alarm), it's important to notify both your telecoms provider and the service provider, so that they can advise on how the switch could affect you.
If you have other devices connected to your phone line, such as alarm systems, you might need to upgrade your device to make sure it is compatible. If you are unsure about how a device in your home or business might be affected, read our FAQs below.
FAQs
Why is the switchover happening?
Today's analogue, copper-wire telephone system is outdated and unable to meet the demands of users. The telecoms industry is upgrading the infrastructure nationwide to a new digital system.
This new digital network will provide a more reliable and dependable service that will support the UK's broadband needs for many years to come.
Let your telecoms provider know if...
- you use a telecare device, such as a care alarm, health pendant, or security alarm, that relies on your telephone line. These devices won't work in the event of a power cut.
- you don't own a mobile phone, have internet connection, or if your home’s signal is weak, which could impact your ability to call emergency services during a power cut.
- you have a disability or specific needs that require additional assistance with installation.
What if I need additional support with the switchover?
There are many reasons you may identify as having additional needs. Examples include:
- Cognitive impairment
- Critical illness
- Experiencing financial hardship
- Hearing loss
- Mental health conditions
Contact your telecoms provider and advise them that you will need additional support during the switchover. They will be able to help you with provisions to make the switchover as easy as possible.
How to check your devices
- If your phone line is connected to your WiFi Hub then you’re all set and connected to the fibre network. When it’s time for the switchover your telecom provider should contact you and send you any equipment you may need, along with instructions.
- If your phone line is not connected to your WiFi Hub, then your telecom provider should contact you before the switchover to check in and discuss what you need to do to make sure your service isn’t affected.
The switchover will be rolling out nationally and your telecom provider will contact you at least four weeks before the switch. There will also be an opportunity to attend an Engagement Event to ask questions and learn more about the switchover. Details of events will be posted in the above link.
You can also reach out to your telecom provider to understand the specific changes required for your service. They can provide guidance on how to connect your phone to your broadband router and any other necessary adjustments.
Here are a few links with more information on the switchover:
What happens if there is a power outage?
If there is a power cut or your broadband fails digital landlines will not work. Consider having a mobile phone or another backup communication method available for emergencies. Contact your telecom provider for assistance.
If you're a customer that needs extra support you may be offered a battery backup so that you can still make calls. If you feel you need a battery backup contact your telecom provider.
Keep up to date with information from your telecom provider and the UK Government regarding the switchover.
Here are a few links with more information:
Beware of scams
Scammers are cold calling customers, threatening to disconnect their landline if they don't make a payment, or confirm their bank details. Please know that you will not be charged for the switchover.
If you are unsure, end the call and call your telecoms provider using their customer service number.
Here are a few tips to help you protect yourself from scammers:
If you've received a call and weren't expecting it, be cautious. Even if the caller says they are your telecoms provider.
If you are unsure, end the call and call your telecoms provider using their customer service number.
Don't give them all your personal information
Never share all of your personal information, payment details, or passwords over the phone, even if the caller appears to know things like your name and address.
If you are unsure, end the call and call your telecoms provider using their customer service number.
Beware of pressure tactics
Be cautious of any caller who tries to pressure you into taking immediate action, such as making a payment, making a financial decision, or sharing sensitive information. Legitimate organisations will never use scare tactics or rush you into a decision.
If you are unsure, end the call and call your telecoms provider using their customer service number.
What devices will the switchover affect?
The Digital Switchover will affect almost all devices that plug into the traditional telephone wall socket. This will impact both residents and businesses. Please see the examples below of devices that will be affected.
Finance
- ATMs
- Chip and pin terminals
- PayPoint machines
- Stock market systems
Vulnerable
- Telecare alarms
- Telehealth alarms
Government
- Custodial tagging
- School security
- Weather tracking
Business
- CCTV
- Door entry systems
- Lift alarms
Travel
- Bus stops
- EV charging
- Motorway signs
- Pay and display machines
- Streetlights
- Traffic lights
- Car parking barrier
Alarms
- External bells
- Fire alarms
- Intruder security
Monitoring
- Air con units
- Environment agency monitors
- Flood monitors
- Smart meters
- Water telemetry
Health
- Baby unit alarms
- Blood
- Fridges
- Medical equipment
What about telecare devices?
The Digital Switchover has a major impact for adult social care due to the connectivity of telecare devices such as such as fall monitors, fall pendants, lifelines or personal alarms.
Check with you telecoms provider and contact the telecare device manufacturer to understand what needs to be done.
Will it affect any other devices?
If you have a burglar alarm or monitoring devices using the old phone line, check with your provider to see if they will work with digital lines. Also, check with the manufacturer or service provider to find out if they need updates or upgrades.
This page was last updated on 24 April 2025