BT and Openreach are set to permanently switch off the Public Switched Telephone Network (PSTN) by the end of January 2027, a move that will affect millions of customers across the UK. The decades-old copper-based telephone system is being retired as part of a nationwide migration to digital services.
BT is working to transfer all customers to its Digital Voice system before the deadline. The company has confirmed that customers will be contacted at least four weeks before their switch to Digital Voice to ensure they are ready for the transition.
Support for vulnerable customers
BT has stated that supporting customers with additional needs remains its top priority and will continue to be a core focus throughout 2026. The company is running a nationwide customer engagement campaign to help households and businesses move away from the copper network, with particular attention to vulnerable customers.
Enhanced protections include free engineer visits and backup power where needed. BT emphasised that these measures are part of its commitment to ensuring no customer is left behind during the switchover.
Why the PSTN is being retired
The PSTN is described as an essentially 20th century technology that is increasingly out of step with the demands of modern communications. As people shift to mobile and internet-based communications, the traditional network can no longer deliver the capacity and flexibility that users now expect.
BT explained that the time has come to leap forward from PSTN to IP-based systems, embracing the possibilities of digital communication. Even at a basic level, customers will be able to make and take calls on any device, from anywhere, using the same number.
What the digital switch means for businesses
For businesses, the move to digital offers the ability to link business applications and systems to video chat, calls and collaboration tools, bringing them closer to customers and colleagues. With everything stored in the cloud, companies can access their systems from any location and work remotely.
BT warned that planning for the move needs to start now because there could be a lot to do. The company stressed that it is not just about calls – everything connected to phone lines, such as door entry systems and alarms, needs to be reviewed.
BT noted that many businesses have already embraced an all-digital model by moving their communications to the cloud, making calls over the internet, and adopting video conferencing. The company added: “We need to start planning your move today because there could be a lot to do.”
