How to support friends and family with the digital landline switchover
You may have heard that landlines are changing and that the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using.
If you have loved ones with additional needs such as elderly relatives or someone who uses a telecare device or pendant alarm, our Connected Together initiative encourages you to take a few simple steps to support them through the switch.
Here’s everything you need to know and how you can help.
By January 2027, the old analogue network will be completely switched off, replaced by new digital landlines which work using broadband. In preparation for this change, BT and other home phone providers have been gradually switching customers over to the new technology and they are now set to ramp-up the rollout ahead of the deadline.
For most customers the switch is incredibly simple, but we recognise that the change can be daunting for some customers, particularly those with additional needs. That’s why we’ve been working closely with the UK Government and wider industry to ensure that everyone gets the support they need when the time comes to make the switch.
Inform and educate
Ensure your family understands the switch to Digital Voice, why it's happening, and how to prepare. They will receive at least four weeks' notice.
It’s easy – and comes with added benefits, too
Switching is simple – just connect your home phone to your router instead of the socket on your wall. Follow our step-by-step guidance or request expert assistance, if required. Pricing and plans remain unchanged, with added benefits like spam call blocking.
Notify us of their circumstances
If your loved one uses a telecare device, pendant alarm or burglar alarm, please let the phone company know and also check with the equipment provider to see whether it needs to be upgraded ahead of the switch. For customers with telecare devices or pendant alarms, without mobile coverage, or who have additional needs, BT will provide a free battery backup unit on request, for use in case of a power outage.
What if they don’t have broadband?
Don’t worry, we will offer a dedicated landline service, allowing them to use their landline in the same way they do today.
Switching to Digital Voice is free for all customers and for almost everyone it will be a simple transition with no home installation work required. Below are a few useful resources that will help you to explain the changes to your loved ones.
Download and print our one-page explainer on switching to Digital Voice
-
A guide to Digital Voice
BT's new home phone service, powered by your broadband connection
18/02/2025 pdf - 165 KB
You may find yourself on this page thanks to Beau the Beard (and Grime Gran) and The Green Family, who we’ve partnered with on this campaign.
If you haven’t seen their content, check it out on their Instagram channels.
Both share their experiences making the switch to Digital Voice and why it’s so important for staying connected with your loved ones.
Keep an eye out for additional information on the Connected Together initiative from a number of organisations that represent communities and vulnerable people across the UK. This includes AgeUK, AbilityNet, National Farmers’ Union, National Pensioners’ Convention, Neigbourhood Watch, Mind and Which?.
Talk to us
If your loved one has a telecare device, care pendant or alarm connected to their landline, you can get in touch with us on their behalf. We also recommend that you speak directly to the equipment provider.
If your home phone is provided by BT and you think you’ll need additional support in moving to a digital landline, please get in touch. We will be with you every step of the way to make the transition as smooth as possible.
