16/10/2025
Landlines are changing and the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using.
We understand that change can feel overwhelming. With a little support and reassurance, we’re here to help you understand what is happening and ensure you and your loved ones stay connected without disruption.
That’s why we’re proud to support BT’s Connected Together initiative, offering the tools, guidance and confidence to support you and your loved ones through the switch.
What’s happening?
This is a once-in-a-generation, industry-wide upgrade to future-proof the UK’s landlines.
The analogue network that most home phones work on today is no longer fit for purpose and can't keep up with the demands of modern life. That outdated network will be switched off for all landline providers in January 2027. BT’s new home phone service is called Digital Voice.
The landline is not going away, and for most, the switch is simple. No one will be left disconnected.
Here are a few key points to be aware of:
• The switch won’t cost you a penny
• Phone numbers won’t change
• Over 99% of existing handsets are compatible with Digital Voice
• Benefit from free and helpful calling features such as 3 Way Calling, Voicemail and Call Protect to help block scam calls and notify you of any suspected nuisance calls
• For those that may need extra support, BT offers free engineer visits to make sure everything is set up correctly and working perfectly. Just make sure to confirm or book the appointment when they get in touch. They’ll take care of the rest.
• Worried about power cuts? Don’t worry. BT provides back up power solutions meaning you can still make and receive calls during outages, and it’s free for those who need it most.
• If you don’t have broadband, BT will provide a dedicated landline service allowing you to use your landline in the same way you do today. No new equipment is needed, and you won’t require a home visit from an engineer.
We know that changes like this can raise questions or cause concern. Especially if you or a loved one uses a landline for safety, independence or day-to-day connections.
To make things easier, BT has put together a Conversation Toolkit – a straightforward, practical guide designed to help you talk with a friend or family member about what the switch means and how you can support them. Whether it’s a quick phone call or a relaxed chat over a cup of tea, starting the conversation early can really make a difference.
By sharing this information with others, you can help make sure more people feel informed, reassured and ready for the change.
What you can do
• Download the Conversation Toolkit on BT’s Connected Together website for helpful advice on how to talk about the switch
• If you, or someone you know has additional needs and needs extra support making the switch, contact the landline provider. For BT customers they can register via webform on the Connected Together website or by calling the Customer Care team
• Talk to a friend, neighbour or family member who might benefit from early support.
Start the conversation today.
Find out more at: www.bt.com/connected-together or call BT’s Customer Care team on 0330 1234 150.
