Switch to Digital Voice – Important Information for Residents

By January 2027, the UK’s analogue landline network will be completely switched off, and all providers will move to digital phone services.

BT has begun switching its customers from traditional analogue landlines to new digital landlines, which work using your broadband connection instead of the old copper phone network.

For most people, the change will be straightforward — your home phone will connect to your broadband router rather than the wall socket. However, if you use telecare or personal alarms, burglar alarms, or other devices connected to your landline, you should check that these will continue to work once the switch happens.

Customers with additional needs

If you need extra support making the switch to Digital Voice, please register via BT’s online form. You’ll be asked to log in to your MyBT account and can tell BT about your additional needs. Customers with additional needs can take advantage of free additional support on request, including free battery packs.

• If you have Telecare and are a BT or EE customer, please call 0800 077 8813 so BT can ensure you have all the support you need through the digital switchover.
• If you are a Plusnet customer, please call 0800 079 0009.
• If you are not a BT customer, please contact your own landline provider for information about their support options.

What if you don’t have broadband?

Don’t worry — BT will offer a dedicated landline service, allowing you to continue using your landline in the same way you do today.

What residents should do

• Check with your telephone or broadband provider when they plan to move you to a digital line.
• Ask if you need to take any action, especially if you rely on telecare or your landline during emergencies.
• Find out what will happen in a power cut or broadband outage, and whether a battery backup is available.
• Ensure your family understands the switch to Digital Voice, why it’s happening, and how to prepare. You’ll receive at least four weeks’ notice before your line is switched.

You can read more about BT’s programme at bt.com/about/all-ip/connected-together.