Digital Landline Switch Over - Resident FAQs

The UK’s traditional landlines are getting an upgrade, and soon all landline phones will be switching to digital. Your phone number won’t change, and most handsets will work with the new system. But for those with telecare alarms, extra checks are needed to make sure devices are compatible.

No, you can still use a landline after the switch, but it will work on the safer and more reliable digital system.  For some people it’s as simple as unplugging the phone from the wall and into the broadband router.  For others, it might mean checking their that their fall alarms and pendants still work.

Traditional landlines are in the process of being migrated over to the newer digital landlines. This process will be completed by January 2027.

Your landline provider will get in touch with you when it’s coming up to the time for you to switch, so keep an eye out for communications from them.  If you are at all unsure if the communication you have received is a scam, you can contact Staffordshire Trading Standards confidentially on 01785 330356.

No, but if you have family, friends or neighbours with a landline, they may need a hand to stay connected, safe and independent, especially if they have additional needs or use pendent or fall alarms.

1)  Checking if they have a landline or a telecare alarm

2)  Chatting if they need any help to understand the switch or make contact with their provider

3)  Supporting them to make contact – telephone providers have set up dedicated teams to help customers with more complex needs.

·       It will be more reliable – which is important if someone you know relies on their landline to feel safe, connected and independent.

·       It will be safer – by filtering out most scam calls, for example.

·       It will have helpful features; including three-way conversations, for example.

You can help by helping people to have a smooth switchover and feel safe, connected and independent by:

1)  Checking if they have a landline or a telecare alarm

2)  Chatting if they need any help to understand the switch or make contact with their provider

3)  Supporting them to make contact – telephone providers have set up dedicated teams to help customers and those with more complex needs.

You will still be able to keep a landline phone service. The new digital phone network uses internet-based technology, but you do not need to buy a broadband package just to keep using your phone. Telephone providers offer alternative options for customers who only want a landline service and will contact you before your switch takes place.

If you are unsure what arrangements will apply to you, contact your telephone provider. They will explain what changes, if any, are needed to keep your service working.

However, if you want to explore the benefits of having a broadband connection, you can find out more on our benefits of a gigabit service page.

Most telecare equipment, medical pendants and alarms are compatible with the new digital technology network. However, some will need to be replaced. Contact your provider now to discuss what you need and get your equipment tested.

See our page on telecare devices for more information.

It’s important that you keep an eye out for communications from your telecoms provider as they will be contacting you soon about the switchover. As this is a big change for the county, this could be an opportunity for criminals to develop new scams – over email, phone, via post or in person.

Remember this scam advice:

STOP – take a moment to stop and think before parting with your money or your personal information.

CHALLENGE – could it be fake? It's OK to reject, refuse or ignore any requests. You should never feel rushed or pressured into making a decision.

PROTECT – contact your bank immediately if you think you’ve been a victim of a scam and report it to Action Fraud by calling 0300 123 2040.

Other unscrupulous people may also try to sell you equipment or get you to sign up to expensive contracts that you don’t need. In these cases, it's important that you don't rush into making any decisions. You can always seek a second opinion ( contact Staffordshire Trading Standards on 01785 330356) and speak to your phone company – they should be able to advise you about what you need.

Please don't ignore letters, emails or phone calls from your provider about the switchover. If you don't arrange your move to a digital phone service, you may be transferred to a basic emergency calling service and any broadband linked to your phone line could stop working until the switch is completed.

If you use a personal alarm, telecare equipment, a health pendant or any other device connected to your phone line, you should contact your provider as soon as possible to make sure these services continue to work after the switch.

Tell your provider before your landline is changed to digital if you rely on your landline and you do not have a working mobile phone or reliable mobile signal. Digital landlines need mains electricity and will not work in a power cut unless there is a battery back-up.

If you depend on your landline, your provider must make sure you can contact the emergency services during a power cut. If you don’t have a working mobile phone or a reliable mobile signal, your landline provider must offer you, for free, a back-up solution such as a battery back-up unit for your home. This back-up must last for at least one hour in a power cut, but some providers have back-ups that last up to seven hours.

For most people, a mobile phone is a practical alternative if the power goes out. Even if you have no signal on your usual mobile network, calling 999 will automatically connect through another mobile network if one is available.

Tell your provider before your landline is changed to digital if you rely on your landline and you do not have a working mobile phone or reliable mobile signal. Digital landlines need mains electricity and will not work in a power cut unless there is a battery back-up.

If you depend on your landline, your provider must make sure you can contact the emergency services during a power cut. If you don’t have a working mobile phone or a reliable mobile signal, your landline provider must offer you, for free, a back-up solution such as a battery back-up unit for your home. This back-up must last for at least one hour in a power cut, but some providers have back-ups that last up to seven hours.

For most people, a mobile phone is a practical alternative if the power goes out. Even if you have no signal on your usual mobile network, calling 999 will automatically connect through another mobile network if one is available.