In 2017, BT announced the digital telephone switchover. Over eight years, the UK will move from analogue telephone to a faster digital system. With work already underway, BT plans to switch off the old network for good in 2025. This change will affect homes and businesses throughout the UK, including Lifeline equipment, but there is no need to panic. Whether you’re a tech-whiz or a novice, this guide will explain everything you need to know about the switchover.
What’s Wrong With the Current System?
Current landline technology largely resembles the original systems of the 1800s. An analogue phone network relies on physical components like copper wires to carry voice signals between users. This system is known as PSTN, or Public Switch Telephone Network.
When you make a call, switches in the network create a circuit between the caller and recipient. The worldwide network is now almost entirely digital, meaning that only the oldest sections still use analogue technology. This digital network, known as ISDN, has all but replaced PSTN. However, even these digital calls still depend on the old PSTN circuits. There’s no doubt about it: the current system is ageing fast.
Due to more complex demands, the network is struggling to keep up. In order to meet the growing need, BT plans to retire both PSTN and ISDN by the end of 2025. With this in mind, let’s take a look at what will replace them.
The New Digital System
If you speak to family and friends on Zoom, Skype or Whatsapp, you’re likely already using the new system. This technology is called VoIP, or Voice over Internet Protocol. It allows users to make telephone calls via an internet connection. Therefore, VoIP removes the need for a physical transmitting device.
Benefits of VoIP
This system offers many benefits to users. Firstly, VoIP calls are notably cheaper than PSTN, particularly over long distances. For example, a landline call from the UK to the USA currently costs around 55p per minute. The same VoIP call could cost as little as 1.5p per minute.
Moreover, VoIP technology offers a faster connection for long-distance calls. A PSTN call carries voice signals over a physical circuit of wires, while a VoIP call converts the voice into digital data. This data is then transmitted via the internet to the recipient. This improvement in speed is great news for LifeConnect24 alarm users, as mere seconds can make a vital difference. You will no longer have to wait for dial tones when calling our 24/7 Response Team – the digital network will connect you immediately.
Another benefit of going digital is that providers can make upgrades by flicking a switch. Obviously, this is way more efficient than digging up the street to lay new lines – not to mention the noise and disruption!
The benefits of VoIP are clear. Even so, you may be concerned about the digital telephone switchover. At this point, we want to try and address any doubts you may have.
Why is the Digital Telephone Switchover Happening?
The switchover may seem daunting, but it needn’t be. This is not the UK’s first digital switchover. You will likely remember the switchover to digital TV in 2012. There are also plans for a radio switchover in the future. So why is telephone next on the agenda?
For one thing, the internet has revolutionised the way we communicate. The number of UK households with an internet connection has increased from 9% to 89% in just twenty years. With these new possibilities come new demands. The original network was designed just for voice calls, but homes and businesses nowadays have wider needs. Over time, it has become apparent that the current network is insufficient. The UK needs a system that can transmit a variety of data at high speeds. BT have therefore invested heavily in fibre broadband to improve high-speed internet connections.
The Drawbacks of PSTN
Meanwhile, PSTN infrastructure has become more difficult and costly to maintain. In other words, the longer we use both analogue and digital networks, the harder it becomes to maintain them both. In 2012, Britons made 103 billion minutes of landline calls. By 2017, this figure had nearly halved (54 billion minutes). Given this decline, a switch to digital seems the most sensible move.
Now that we understand why the switchover is happening, let’s discuss what it will mean for the average user.
What Does the Telephone Switchover Mean for You?
In short: from 2025, you will no longer plug your landline phone into its own socket on the wall. Instead, it will be plugged into your Wi-Fi router and work off your household internet connection.
When it comes to the actual telephone service, most people will likely notice little difference. Just 3% of UK households have a landline connection with no broadband. Eventually, everyone will need a broadband connection to make and receive landline phone calls. However, most people will be able to keep using their current landline handsets with a VoIP adaptor.
If you don’t currently have broadband, don’t worry. The UK communications regulator, Ofcom, has said that providers must offer basic internet connections for phone calls only. You won’t need to fork out for a superfast connection that you don’t intend to use.
The digital telephone switchover is an exciting step forward, but it comes with its challenges. Many Lifeline alarm systems rely on a landline connection, so what does the switchover mean for Lifeline users?
The Telephone Switchover for Lifeline Alarm Users
Telecare alarms such as the Lifeline Vi Alarm use a traditional landline connection. As has been noted, landlines will be affected by the switchover, but this is no cause for concern. Your telephone provider can supply an Analogue Telephone Adaptor (ATA). This will convert analogue signals to digital, allowing you to continue using your Lifeline alarm as normal. This means that, during the digital telephone switchover, your Lifeline Vi alarm will function exactly as it does now – provided you are with BT, Sky, Vodafone, Plusnet, or Virgin Media. An ATA may not keep you connected if you are with any other provider, and for the best quality alarm calls we still advise upgrading to a landline-free digital alarm.
What Do You Need to Do?
For the most part, individual users don’t need to take any action. Instead, your telephone provider will contact you when work is about to begin in your area. They can offer you additional support and provide you with an ATA (Analogue Telephone Adaptor) if you need one.
To reiterate, the ATA will ensure that you do not lose service on your Lifeline alarm during the switchover. If you have any concerns about your Lifeline alarm service, please don’t hesitate to give us a call on 0800 999 0400 or send an email to info@lifeconnect24.co.uk.
The digital telephone switchover will not happen overnight. BT began work in 2017 and are completing the project in phases. However, they have not published a schedule for this work. You can contact them directly to find out when they intend to start work in your area.
What About Retirement Schemes and Homes?
If you manage a retirement scheme or home that uses Lifeline equipment, you should start planning for the digital telephone switchover now. Your equipment is very likely to use an analogue connection. Therefore, your service will almost certainly be impacted by the switchover. The easiest way to start getting ready is to call LifeConnect24 on 0800 999 0400. Our expert advisors will be happy to help you prepare for the switchover and ensure a seamless transition.
The Digital Telephone Switchover at LifeConnect24
We understand that the switchover might be a concerning prospect. However, our alarm users can rest assured that they will continue to receive a reliable service. LifeConnect24 is proud to provide a top quality service, accredited by industry body the TSA. During the switchover and beyond, we will continue to offer the best telecare products on the market. Our priority, as always, is to keep you safe and independent in your home.
If you or someone you know could benefit from a Lifeline alarm, be sure to get in touch. Our team is available 24/7 to help with any queries. At LifeConnect24, we pride ourselves on staying up to date with the latest news and the most competitive deals. You can contact us online, or call 0800 030 8999.
Editor’s Note:Â Updated 18th August 2021.
Hi Lifeline24, this has been very informative. Especially as my mother has a lifeline alarm. Thanks a lot
Hello Debra, Thank you for your kind comment. I’m very glad we were able to help. If you have any further questions about the switchover or your mother’s alarm equipment, please don’t hesitate to get in touch. Best wishes, LifeConnect24
what about existing telephone numbers ? if i have digital installed will my tel number change ?
Hello Tex, Thanks for your comment. It should be possible for you to keep your current telephone number when you make the switch. If you want to be certain, we’d suggest getting in touch with your telephone provider to make sure. Best wishes, LifeConnect24
Thank you Lifeline, what a well explained document. I hope all will go well.
It does beg the question about the situation in a power cut, the current unit has a battery backup and the PSTN will still work. what will power the IP Router and TA in the event of a power cut – I understand the OpenReach quest for digital, but the current system supplies Exchange Line Voltage so that a plugged in phone or Lifeline unit will still work if the power is down.
I had no idea this was going to happen – very informative. Does this mean you have to stay with the same broadband provider? I regularly switch to keep costs down.
Hello, Thank you for your comment. You can still switch at will, BT rents all of their lines to other providers and so most will be providing digital lines too. We do ask that if there is ever a change to your phone or broadband provider that you do test your alarm system to confirm the move has not affected the alarm. Please let us know if you require any further information. Kind Regards, LifeConnect24
Hello Paul, Thank you for your comment. That is correct. The alarm will require the broadband to be active in order to work, so this does mean that if the broadband box is turned off the alarm will be also. Should you have any further queries, please get in touch. Kind Regards, LifeConnect24
My mum doesn’t have internet and will be unable to use anything other than her normal phone, is she going to have to pay out for internet which she won’t use
We have our mobile through broadband as we have no mobile service. What will happen if there a lower cut? I assume we’ll have nothing? No mobile signal (any network), and no phone signal. Is there any other option?
We are moving over to digital phone soon. As my internet is full fibre, so a completely different cable, why will I still be paying for the original copper landline?
What happens to the people that don’t have broadband my sister-in-law is 83years old and has no use for broadband. How will her BT phone line work
What will happen to our landline telephone numbers & will we still be able to use our current telephone receivers to receive calls & dial out?
What happens in the case of power outages . Currently the landline offers a failsafe backup for emergency calls in the absence of an internet connection. If a mobile network isn’t available as in certain rural areas one is cut off completely
I have just joined BT digital voice for 24months. I’ve got full fibre broadband and I don’t want to leave BT. I also have a lifeline as I have simmer trolley as I have mobility issues and epilepsy so I fall sometimes.Can i stay with BT and have your digital lifeline?I live in Salisbury Wiltshire.
Do you call ambulances if I need emergency help
My landline has recently changed to digital so my telephone is now linked into my router. My telephone now has to sit close to my router – not ideal. But my question is; do I still have to pay BT for my landline? I’m already paying for the broadband that my phone is now connected to?
This morning I was visited by a representative of the company who maintains my household burglar/fire alarm system. He advised me that my alarm system will be obsolete because BT is going digital and current connection to the emergency services will not be possible. I will have to pay £1100 for removal of the old system and installation of a replacement system in order to become digitalised. Any comment?
Hello David, Thanks for your comment. We are a provider of pendant alarms and as such we cannot advise on your household burglar/fire alarm system. As far as our personal alarm service is concerned, connection to the emergency services (and our own Emergency Response Centre) will absolutely be possible during and after the digital switchover. For more information about how the switchover will affect your burglar alarm, I would advise you to contact your telephone provider directly. Kind regards, LifeConnect24
It appears from bt information that it will be impossible to make calls in a power cut, or in the event of broadband failure, including 999 calls! This feels like a worse service than before, and could be dangerous.
Its all very well going digital but your router needs mains power to operate. What happens when the power goes off. Mobiles are not a failsafe answer, nobody expects a power cut and if you have insufficient charge in a mobile you could well be caught out. I am 71 years old and have some health issues, a working phone can be a lifesaver. I would love to hear someone who has a sensible answer to this
Buy a power bank, charge it and keep it the drawer with the matches to light candles if you do have a power cut .... Matches light candles....power banks charge mobile phones! Sensible and simple ?
OK, but what making emergency calls during a powercut? At present a conventional wired landline works in that scenario because it does not need a separate power supply, so it best to keep such a phone even if using a wireless handset normally. A router will be off in a powercut; not to mention internet outages caused by ISP failures.
all very well…. what will happen in a power cut? Supply every one with a mobile phone (as long as they remember to charge it).
What will happen with Elderly people in the UK who don’t have or use the internet, my stepdad if in his eighties and doesn’t have a computer or use the internet. the phone is our only way of communication. I’m living in New Zealand and he lives in the UK
how do I know if I have a digital phone
Hello Gerry, Thanks for your comment. When the switchover begins in your stepdad’s area, the telephone provider will get in touch to discuss his options. He won’t need a computer to make telephone calls. The only difference will be that he’ll plug his phone into a broadband router instead of a traditional telephone socket. If you have any further questions, we would advise contacting the telephone provider directly. Kind regards, LifeConnect24
Hello Les, Thanks for your comment. This is a great question – Ofcom will require all telephone operators to provide backup options so that people can still call the emergency services during a power cut. For example, some providers are planning to supply backup batteries for vulnerable customers, which will provide up to an hour of talk time. If you have any further questions, we would advise contacting your telephone provider for more information. Kind regards, LifeConnect24
Hello Les, Thanks for your comment. Ofcom, the communications regulator, will require all telephone operators to provide backup options. This way, people will still be able to call emergency services during a power cut. For example, some providers are planning to supply backup batteries with up to an hour of talk time. If you have any further questions, we would advise contacting your telephone provider to get more information about their plans. Or, for more information about Lifeline personal alarms, please give us a call on our freephone number 0800 999 0400. Kind regards, LifeConnect24
Hello Alan, Thanks for your comment. Your concerns are totally understandable, but rest assured that your telephone provider will be required to provide a backup that can be used in the event of a power cut. For example, this could be a battery-powered backup line, with up to 24 hours of standby power and around 1 hour of talk time. This would recharge itself once mains power is restored. If you have any further questions, we would suggest contacting your telephone provider directly and they will be able to advise you in more detail. Kind regards, LifeConnect24
Hello Cherry, Thanks for your comment. This depends on the kind of broadband connection you have. If you have a ‘fibre to the premises’ (FTTP) connection, you will no longer need the landline at all. However, if you have a ‘fibre to the cabinet’ (FTTC) connection, you will still need a landline to carry the signal from the streetside cabinet to your home. To find out which kind of connection you have, you should contact your internet service provider directly. If it’s FTTP, there’s no need to pay for a landline, so make sure you aren’t being charged. I hope this is helpful. Kind regards, LifeConnect24
Hello Jayne, Thanks for your question. When a Lifeline user activates their alarm, our Response Team will assess the situation before taking action. This involves asking questions like “Are you in any pain?” If the user needs medical help due to an injury or medical condition, we will call for an ambulance. We also offer an alarm-linked smoke detector – when smoke is detected, we are able to call the fire brigade on the user’s behalf. I hope this has answered your question. If you have any further queries, please don’t hesitate to give us a call on our freephone number 0800 999 0400 or send an email to info@lifeconnect24.co.uk Kind regards, LifeConnect24
what will happen in the event of a power failure- I understand that VoIP services are dependent on the router being powered up?
Hello William, Thanks for your comment. According to Ofcom, people will be able to buy a very simple broadband connection and won’t need to pay for super fast internet. Then you will simply plug the telephone into the broadband router instead of the telephone socket. If you or your sister-in-law have any additional queries, we would advise contacting the telephone provider directly for more information. Kind regards, LifeConnect24
Hello Amrik, Thanks for your comment. If your internet connection is Fibre to the Premises (FTTP) then you will no longer have any need for the landline. However, if your internet connection is Fibre to the Cabinet (FTTC) you will still need the landline cable to carry the signal from the streetside cabinet to your home. Your internet provider will be able to confirm which kind of connection you have. If you no longer need the landline but you are still paying for it, you should contact the landline provider and instruct them to stop charging you. Kind regards, LifeConnect24
Hello Ian, Thanks for your comment. Your telephone number should stay the same after the switchover unless you move house. You should still be able to use your current telephone handset to receive calls and dial out. You will just need to plug it into a broadband router instead of the telephone socket in the wall. If you have any more questions about how the switchover will affect your telephone service, we would advise contacting your telephone provider directly. Kind regards, LifeConnect24
Hello Sandra, Thanks for your question – your concern is understandable. According to Ofcom, the UK communications regulator, customers should have the option to pay for a simple, low-cost broadband connection for phone calls only. There will no need to pay for a standard high-speed internet connection if you don’t want one. I hope this has helped, but if you have any additional questions we would recommend contacting your mum’s telephone provider directly. Kind regards, LifeConnect24
Hello Anthony, Thanks for your comment. I would recommend contacting your telephone provider directly to confirm what kind of connection you have. If your telephone is currently plugged into a BT telephone socket on the wall, it’s probably a traditional landline. If it plugs into a broadband router or you’ve had a new telephone socket installed recently, it might be a VoIP phone. Your telephone provider will be able to confirm either way. Kind regards, LifeConnect24
Hello J, Thanks for your comment. Ofcom will ensure that telephone providers make arrangements for those who don’t have reliable access to a mobile phone. For example, Virgin are planning to supply battery-powered backup phone lines with 24 hours of standby power and around one hour of talk time. This will ensure that people can still make emergency calls during a power cut. If you have any further questions, we would advise contacting your telephone provider directly for more information. Kind regards, LifeConnect24
Hello Euan, Thanks for your comment. Lots of people share your concerns about power outages. Thankfully, Ofcom will ensure that telephone providers offer backup measures for those who do not have access to a mobile phone, those who live in areas with unreliable mobile signal, and those who are more reliant on their landline for reasons such as disability or ill health. These backup measures could include battery-powered backup phone lines with around 24 hours of standby power and around 1 hour of talk time. This would ensure that residents can still use their home telephone to call for help in an emergency. When mains power is restored, the backup battery would recharge automatically. I hope this information has helped. If you have any additional questions, we would advise contacting your telephone provider directly for more information. Kind regards, LifeConnect24
Hello Susan, Thank you for your question. Ofcom is instructing telephone providers to make sure that at-risk customers can still use their home telephones during a power cut. You may be classed as at-risk if you do not have access to a mobile phone, you live in an area with unreliable mobile signal, or you are more dependent on your landline due to a disability or medical condition. Virgin, for example, are planning to supply battery-powered backup phone lines. These will provide 24 hours of standby power and around one hour of talk time. If you feel that you need a backup like this, we would advise contacting your telephone provider directly to make them aware of your circumstances. Your telephone provider will be able to give you more information about how the switchover will affect your phone. I hope this is helpful. Kind regards, LifeConnect24
Do we still have to pay for a telephone line that we no longer need as our landline now works through our router which is for our broadband
Hi Val, Thanks for your comment. Once you have switched to a VoIP telephone connection, you may not need to pay for a landline any longer. It depends on which type of broadband connection you have. Some people have a ‘fibre to the premises’ or FTTP connection, which is where the signal travels down fibre optic cables directly into your home, with no copper lines involved at all. However, most people in the UK have what’s called ‘fibre to the cabinet’ or FTTC broadband. This is where fibre optic cables carry the signal from an internet provider to a cabinet on the street. Then a copper cable (i.e. your landline) carries the signal from this cabinet to your home. If you have FTTC broadband, like the majority of people in the UK, you will still need your landline connection for the time being, but you shouldn’t be charged for a landline telephone service. For more specific information, we would recommend contacting your telephone provider or internet provider directly. I hope this information has been helpful. Kind regards, LifeConnect24
What happens when there is a power cut? I live in an area where mobile coverage is poor and at my home non-existent. So how will I be able to contact emergency services in the event of an outage?
Hello J, Thanks for your comment. Ofcom will ensure that telephone providers make arrangements for those who don’t have reliable access to a mobile phone. For example, Virgin is planning to supply battery-powered backup phone lines with 24 hours of standby power and around one hour of talk time. This will ensure that people can still make emergency calls during a power cut. If you have any further questions, we would advise contacting your telephone provider directly for more information. Kind regards, Lifeline24
when does the switchover happen in GL13 9LF
What about vulnerable people if there is an internet outage or power cut and they require a doctor or an ambulance?
I do not have broadband so what do I do. And at what cost
Hello Jennifer, Thank you for your question. I’m afraid we cannot advise on the timing of the switchover in specific areas as we do not have access to that information. I would recommend contacting your telephone provider directly to find out when the switchover will happen in your area. Kind regards, LifeConnect24
Hello Dennis, Thank you for your question. Ofcom has assured the public that telephone providers will be required to offer emergency measures for vulnerable residents. For example, Virgin is planning to offer battery-powered backups which will with 24 hours of standby power and around 1 hour of talk time. This will help people who may not have reliable access to a mobile phone, ensuring they can still call for emergency help during a power cut. To find out how your telephone provider is planning to support vulnerable customers during and after the switchover, we would recommend that you contact them directly. I hope this is helpful. Kind regards, LifeConnect24
If you have to plug your phone near router, which is upstairs , what about downstairs phones? I cannot get up and downstairs easily and have 4 phones so I can manage calls. What then ? Do I have to carry phone all time and what about in the night as the router is not near my bed.?
Hello Susan, Thank you for your comment. With modern landline phones, you have the option to connect them to the same network. Whilst one will have to be plugged into the router directly, other phones connected to the first phone will operate elsewhere in the home. However, if you have concerns about your home phone network, we would advise getting in touch with BT directly. You can find their contact details here. They will be able to advise you on how to maintain your current setup after the digital switchover. We hope this has proved helpful. Kind regards, LifeConnect24
I have broadband and landline phone with 2 different providers. Will I have to change them to the same company before the switchover happens?
Hello, Margaret, Thank you for your comment. There is no need to change providers before the switchover happens. When the switchover comes to your area, you will be notified by your provider(s). Options should be available for you to continue using two separate providers, however, one company may offer a better deal. More information will be made available by your providers as the switchover proceeds. However, if you are uncertain, we would advise contacting your provider's customer service team to ask for clarifications. We hope this has helped. Kind regards, LifeConnect24