The Digital Switchover: What It Means and Why It Matters

1​0 March 2025

The way we communicate is undergoing a fundamental shift. By January 2027, the Public Switched Telephone Network (PSTN) will be switched off, meaning traditional landlines will be replaced with digital phone services that operate over the internet. For many, this will have little impact – but for those who rely on landlines and connected services, including telecare and alarm systems, this transition presents significant challenges. Older people, in particular, are among those most reliant on landlines, and for them, this change raises serious concerns.

At the Digital Poverty Alliance (DPA), we have been vocal about the urgent need for greater awareness, protections, and support for individuals and communities affected by this change. While progress has been made, there is still a long way to go to ensure no one is left behind.

The Reality of the Digital Switchover

Unlike the digital TV switchover of 2012, which benefited from widespread public communication and multi-platform engagement, the move to digital phone lines has been marked by confusion and gaps in information. Vulnerable individuals have already been impacted, with some left without working telecare alarms due to compatibility issues. In the most serious cases, this has resulted in loss of life.

Concerns remain about the resilience of digital phone lines during power outages. Traditional landlines provided a low electrical charge, ensuring functionality even when the mains power failed. With the new system, users will need a router and, in many cases, an additional backup power supply – something not all providers offer as standard. For those unfamiliar with digital technology, this adds complexity that must be addressed through education and support.

Advocacy and Action

The DPA has been at the forefront of advocating for a more responsible, people-centred approach to the switchover. We successfully campaigned for the deadline to be pushed back to 2027, working alongside organisations such as Silver Voices and telecare sector representatives. Government intervention has resulted in new protections, including mandatory assisted journeys, where engineers must ensure telecare services function before leaving a home. However, these measures alone are not enough.

We need a national commitment to clear, accessible communication about the switchover, particularly for those who are not digitally confident. Responsible selling must be a priority, ensuring that customers understand what they are signing up for, what will change, and what they need to do to stay connected. Importantly, people should not have to self-identify as vulnerable in order to receive necessary protections. The burden should not be on individuals to prove they need support – it should be built into the transition process from the start.

The Role of Local Authorities and Community Organisations

Local authorities and community organisations have a critical role to play in ensuring their residents are informed and prepared. The upcoming public information campaign must reach all corners of the UK, but local knowledge and engagement will be key in translating this into real-world impact.

We encourage local authorities to proactively engage with telecommunications providers, access relevant updates, and ensure that all frontline staff – from social care teams to councillors – are equipped to answer questions and direct residents to support. Beyond telephony, this is an opportunity to consider digital inclusion more broadly: How many residents in your area experience digital poverty? What steps are being taken to support those without digital skills or internet access? Addressing these questions now will help build more digitally inclusive communities.

Join the Conversation at TSA ITEC 25

This transition is one of the most significant shifts in the UK’s telecommunications infrastructure in decades. We must get it right. I am pleased to be joining sector leaders and government representatives at TSA ITEC 25 in Birmingham from 17-18 March, where these issues will be at the heart of discussions.

On 18 March, from 11am to 12:15pm in the main auditorium, I will be participating in the plenary session Driving the Digital Transformation. This session will explore the full scope of the digital switchover, the risks and opportunities it presents, and what must be done to ensure a smooth transition. I encourage policymakers, industry leaders, and community advocates to take part in these critical conversations.

Looking Ahead

The shift to digital telephony cannot be treated as a purely technical upgrade – it is a social issue that affects some of the most vulnerable members of our society. The DPA remains committed to driving forward solutions that ensure digital access is a right, not a privilege.

If you are a local authority, community organisation, or policymaker looking to better understand how to support residents through this transition, I invite you to connect with us. Join our Local Authority Network, stay informed, and work with us to ensure no one is left disconnected.

Elizabeth Anderson

Chief Executive Officer

Digital Poverty Alliance

elizabeth@digitalpovertyalliance.org

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