Campaigners are calling on the Labour Party government to delay the mandatory switchover from analogue to digital phone lines, moving the deadline from January 2027 to 2030. By 31 January 2027, all UK providers must complete the transition, but approximately 3.2 million homes remain connected to the Public Switched Telephone Network (PSTN), which is scheduled to be switched off.
Concerns for Vulnerable Customers
Dennis Reed, director of Silver Voices, described the situation as "a disaster waiting to happen." He stated: "There are many reasons why vulnerable customers are not able to self-identify and they face being switched off in their droves whatever their circumstances. Reports continue to emerge of landlines being switched off before help has been given."
Provider Responsibilities
Ernest Doku, a broadband expert at Uswitch, explained: "As a universal service provider, BT must ensure access to a basic service, which may include voice-only or low-data options, while other providers usually deliver 'voice' services as part of a broadband package or as a migration path for their existing customers."
BT stated that supporting customers through the switchover is a "top priority." The company said: "We offer a range of support, including enhanced protection for customers with additional needs, such as telecare users and those who are solely reliant on their landline. This includes free in-home assistance and backup power solutions where needed. We also have dedicated solutions in place for landline-only customers and for those who do not yet have access to full fibre."
Advice for Consumers
Doku advised: "If you have any concerns about your equipment or costs, contact your provider directly. Ask them specifically how the switch will affect your devices and what backup solutions they can offer to ensure you stay connected during a power cut."
Some providers may upgrade customers sooner, especially when changing provider, renewing a contract, or updating service. The digital switchover aims to modernise the UK's telecommunication infrastructure, but campaigners argue that more time is needed to protect vulnerable users.
