The Digital Switchover

Learn about the UK’s digital switchover, how it may affect your landline or telecare devices and what you can do to prepare and stay safe.

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About the Digital Switchover

The UK telephone network is getting upgraded. Customers will be moved from analogue landlines to digital landlines by 31 January 2027.

This change is happening across the UK, led by the telecommunications industry. The new digital system uses modern technology, including fibre. It will provide a more reliable and future‑proof service. 

The industry started this work several years ago. They have already moved many phone lines across the UK, including in Cumbria.

As part of the switchover, anything that uses a traditional landline will be affected. This may include:

  • home phones
  • phones designed for people with hearing loss
  • telecare and personal alarm systems
  • fall and motion detectors
  • some healthcare devices, such as monitors

Your provider will contact you before switching your service. They will explain what you need to do so your phone and any important devices continue to work as normal.

What this means for you

Your landline phone service is not going away. For most people, the change will be simple. Many households already use a digital phone service through their broadband connection.

Your phone provider, such as BT, Virgin Media or O2, will contact you before they move your service. Please read any letters, emails, text messages or appointment details they send. Follow any instructions they give you.

Many people across the UK have already moved to a digital phone service.

When your provider contacts you

The most important thing you can do is respond when your provider contacts you. 

They may ask you to:

  • confirm a free engineer appointment
  • contact them to discuss the support available to you
  • check whether you use devices connected to your landline
  • prepare equipment for the switchover

Engineer visits

Your phone provider will arrange an engineer visit if:

  • you are getting Full Fibre broadband
  • you use telecare equipment
  • you use another service that depends on your phone line
  • you need extra support

If your phone provider or Openreach sends you an appointment, make sure you confirm it. 

Using your existing phone

If you already have broadband, you may only need to plug your phone into your broadband router instead of the phone socket on the wall.

Some older phones may not work with the new digital service. You may need an adapter or a new phone. 

If you are a BT customer, BT states most current phones work with its Digital Voice service. If you need a new phone, BT may offer one at a reduced price.

Find out more:

If you use devices connected to your phone line

You may need extra support or changes to your equipment:

  • if you use a telecare device, personal alarm, lifeline or fall monitor, contact your provider. They can check your setup and arrange support
  • if you connect alarms or other devices to your phone line, these may need to be upgraded so they work with the new service
  • if you are not sure whether a device will be affected, contact the supplier for advice

Before the switchover

To help avoid any problems:

  • read any messages from your phone provider
  • check whether your phone and connected devices will work with the new service
  • respond if your provider asks you to take any action

Taking these steps will help keep your phone service working safely and reliably.

If you need extra support

Some people may need extra support during the move to digital phone services.

You may be able to get extra support if you:

  • are aged 75 or over
  • use a personal alarm or medical device
  • do not have broadband at home
  • live in an area without mobile signal
  • do not have a mobile phone
  • have a disability or other support needs

Tell your phone provider

Contact your phone provider if you think you need extra support.

You can often call 150 from your landline. If this does not work, use the contact number on your bill.

Tell them about any support needs you have. They will explain what help is available and arrange any equipment or support you need.

Get support during power cuts

You may also want to join Electricity North West's Extra Care Register.

This free service helps people who may need extra support during a power cut.

Digital landlines need electricity to work. Joining the register can help you get extra support and information during a power cut.

Join the Extra Care Register

During a power cut 

Digital phone services need electricity to work. This means your landline will not work during a power cut.

If you have a mobile phone, you can use it to make emergency calls.

If you need extra support

Tell your phone provider if you:

  • do not have a mobile phone
  • rely on your landline in an emergency
  • use telecare, telehealth or other support devices

Your provider can arrange extra support. This may include a backup power solution so you can make emergency calls during a power cut.

Using backup equipment

If your provider gives you backup equipment, only use it when you need to make emergency calls.

This will help keep the battery charged for when you need it most.

Support in your community

It is a good idea to prepare for power cuts and other emergencies before they happen.

Many communities have local groups and emergency plans that help residents during events such as:

  • severe weather
  • flooding
  • long power cuts

Find emergency planning advice

Cumbria Prepared offers advice on preparing for emergencies.

You can also find details of your local parish council through the Cumbria Association of Local Councils (CALC).

Find a community resilience group

Some areas have Community Resilience Groups that help support local people during emergencies.

To find out if there is a group in your area, email: support.cumbria@westmorlandandfurness.gov.uk

More help and resources

Action with Communities in Cumbria provides resources to help communities prepare for emergencies and disruption to power and phone services.

Stay safe from scams

Some criminals may use the move to digital phone services to try to scam people. Stay alert and be careful if someone contacts you unexpectedly.

Watch out for scam telephone calls

Be cautious if someone calls and asks you to:

  • pay for telecare services
  • renew a telecare service
  • share bank details or personal information
  • set up a new payment

Scammers may pretend to work for a phone company, telecare provider or another organisation.

Westmorland and Furness Council will never ask you to pay for telecare over the phone.

If you receive a suspicious call

If you are unsure, end the call and check the organisation's contact details independently before speaking to them again.

Get advice on avoiding scams

You can:

Being aware of scams can help protect you, your family and your friends.

Digital switchover resources

Digital switchover FAQs | Local Government Association

Digital switchover telecare checklist | Local Government Association

Connected Together - All-IP - About BT | BT Plc

Moving landline phones to digital technology: what you need to know

Digital Voice and the landline switch-off: what it means for you - Which?

Are landlines being phased out? Changes to landline telephones | Age UK

UK transition from analogue to digital landlines - GOV.UK