BT says over 3 million UK homes move to digital landlines

More than three million UK households have now moved to digital landlines, BT said, as the country enters the final phase of withdrawing analogue phone services before the network closes in January 2027.

Customers who do not respond when contacted about the switchover could face disruption to phone or broadband services. BT is urging households and businesses to complete the move as providers retire the public switched telephone network, or PSTN, which runs on ageing copper infrastructure.

The change affects traditional fixed-line services across the country. Landline calls will instead be carried over digital connections, with customers usually able to keep their existing phone number and pay the same price. Most handsets will remain compatible with the new service.

More than 99% of existing handsets can still be used after the switch, according to BT. In many cases, customers need only confirm their preferred option, connect their phone to a broadband hub, or arrange an engineer visit.

Extra support is available for customers with additional needs, including free engineer visits for people who need help at home and backup power for those who may need to make calls during a power cut.

People who use telecare devices, including pendant alarms, should tell their provider so support can be arranged before the change. BT said 99% of local authorities have signed data-sharing agreements aimed at helping identify telecare users still connected to the analogue network.

Customer response

Research cited by BT found that most people who had already switched felt more reassured when making and receiving calls. Respondents pointed to reliability, high-definition call quality and scam call protection among the reasons.

The analogue network has been in place for about four decades and no longer meets current expectations for communications services, BT said. The nationwide transition is being carried out with support from government and Ofcom, and similar programmes are under way or already complete in several other countries, including Australia, Germany, France and the Netherlands.

Business migration

The programme extends beyond households. Around 80% of BT's private and public sector customers have now moved their voice services from analogue to digital, while many of the remaining organisations are being shifted through what it described as protective migrations where possible.

Businesses that have not yet upgraded are being contacted directly to agree migration plans, test new arrangements and confirm how services are used. BT said this is especially important in critical national infrastructure sectors because not all services can be migrated automatically.

The wider switchover sits alongside broader investment in fixed and mobile networks. BT said its full-fibre broadband network now reaches about two thirds of UK homes and businesses, while its 5G+ mobile network covers 69% of the population.

A factual update on the company's infrastructure spending accompanied the announcement.

"Upgrading the UK's digital backbone is essential to make sure everyone has the modern, secure and resilient connectivity they can trust to help them prosper in a connected world. Failing, decades-old infrastructure holds back homes, businesses and digital inclusion ambitions."

"BT is currently one of the biggest investors in UK infrastructure and will have invested more than £40bn in the country between 2020 and 2030. We know growth and opportunity are unlocked by our investment when people, businesses and communities connect to our digital networks," said Allison Kirkby, Chief Executive of BT Group.

BT set up a Digital Voice Advisory Group in 2022, made up of charities and representative organisations, to help shape its approach to the migration. It said it continues to work with local authorities, telecare providers, charities and government bodies on protections for vulnerable customers as the analogue network is withdrawn.

Engagement remains critical in the final stretch of the programme because customers are generally advised to wait until they are contacted and then act promptly to avoid any interruption to the services they rely on.