Landline phone services: PSTN switch-off

Across the UK, the traditional technology that has supported landline phone services is being upgraded.

The current system, known as the Public Switched Telephone Network (PSTN), is an older analogue network that is becoming increasingly unreliable and harder to maintain. Network operators that provide phone services are replacing it with digital phone services that use an internet connection to provide service. This change is being led by the telecommunications industry and is happening nationwide. All landline services that still rely on the PSTN will need to transition to digital technology by January 2027.

Will my landline stop working?

Most people will still be able to use a landline phone, but the way calls are delivered may change.

For many households or businesses this will involve:

  • plugging your phone into your broadband router instead of the traditional wall socket, or
  • using a new digital landline service provided by your phone company

Your phone number will stay the same as long as you specify that you want to keep it to your supplier. There should be no changes to your service before your phone or broadband provider contact you. They’ll help guide you through the process.

Broadband services over copper lines are not being switched off.

You will not lose your landline service without being offered an alternative.

Devices and services that may be affected

Many devices use the old landline network and may not work properly once the PSTN is switched off unless they are upgraded. It’s important to talk to your service provider about the following if you’re unsure:

  • Personal alarms and telecare devices
  • Fire and intruder alarms
  • Lift emergency phones
  • Door entry systems
  • Fax machines
  • Remote monitoring or telemetry devices
  • Some systems used in care homes, supported housing and schools

If you use any of these it’s important to check with your service provider or supplier to ensure your service is not interrupted.

Personal alarms and telecare services

If you or someone you care for uses a telecare service, such as a pendant alarm or fall alarm:

  • Do not agree to any phone line changes until compatibility has been confirmed 
  • Your phone provider should check whether you are a telecare user
  • Telecare users should not be moved to digital services unless a working, compatible solution is in place

We are working with partners and providers to help protect people who rely on telecare supplied by us. If you are unsure, contact your telecare provider or speak to us for advice.

Power cuts and digital landlines

Unlike traditional landlines, digital phone services do not work during a power cut unless there is a backup power solution. If you are classified as a vulnerable person and your service provider is not aware then please contact them as soon as possible if they haven’t already been in touch with you.

Phone providers are required to offer free battery backup or alternative solutions to people who:

  • rely on their landline to contact emergency services, or
  • are identified as vulnerable

If you are classified by the above then please discuss power-cut solutions with your phone provider.

What should residents do now?

Residents should wait to be contacted by your phone or broadband provider. Ask them how the change will affect you, and check whether any devices you rely on use a landline for service.

If you are vulnerable, or use a telecare system, make sure this is recorded with your provider.

Be cautious of scam calls and/or emails.

Advice for local businesses

If you run a business, the change may affect:

  • Phone systems
  • Card payment machines
  • Alarm and security systems
  • Door entry systems
  • Fax or legacy equipment

Businesses should:

  • speak to their telecoms and equipment suppliers early
  • plan upgrades well before January 2027
  • check contracts and compatibility via performing an audit of equipment in use

Scam calls and emails

Scammers are using the approaching PSTN switch-off to target residents and businesses. 
Remember:

  • we (Nottinghamshire County Council) will never ask for bank details
  • your phone or broadband provider will never pressure you to make immediate decisions, in particular with the threat of you losing service
  • do not allow unexpected callers to access your home or equipment

If you are unsure, hang up and contact your provider directly using a trusted number from their public facing website or your latest bill.

Further information