Get ready for the digital landline switchover – for you or someone you support

Landlines are changing and the UK’s telephone network is being upgraded to a digital service to support the communication needs of the modern age.

These changes will affect everyone who has a landline they’d like to keep using.

Whether you are preparing for your own switch or helping a friend of family member, our Connected Together initiative is here to guide you through what to expect and how to get support.

If you or someone you know has additional needs, such as elderly relatives or someone who uses a telecare device or pendant alarm, enhanced protections including free engineer visits and backup power is available where needed.

Here’s everything you need to know.

Supporting our customers every step of the way

By January 2027, the old analogue phone network will be completely switched off, replaced by new digital landlines which work using broadband. As the programme enters its final phase, BT and other home phone providers continue to switch customers over to the new technology ahead of the deadline.

For most customers, the switch is incredibly simple, but we recognise that the change can be daunting for some people. That’s why we’ve been working closely with the UK Government and wider industry to ensure that everyone gets the support they need to take action when contacted by their provider.

If you don't respond to your provider, your services could be disrupted, so it's important you take action when contacted about the switch. We are here to support you every step of the way.

Clare Balding meets BT Digital Voice customer, John Garrard, and chats about his switch

Customers with additional needs

If you need extra support making the switch to Digital Voice, please register via our webform. You'll be asked to log in to your MyBT account and can tell us about your additional needs.

If you have Telecare, and are a BT or EE customer, please call 0800 077 8813 to let us know, so we can ensure you have all the support you need through the digital switchover. If you are a Plusnet customer, please call 0800 079 0009. 

If you are not a BT customer, please contact your landline provider for support.

Two men having a discussion
Two men having a discussion

Albert talks about the in-home engineer assistance he received as a telecare user making the switch.

Five things to know about the switch -

and how you can help your loved ones

Elderly man sitting on a sofa with a cordless telephone

Inform and educate

Ensure your family understands the switch to Digital Voice, why it's happening, and how to prepare. When BT or your landline provider contacts you, it’s vital you take action to keep services running smoothly. Failing to respond when contacted may result in disruption to your phone or broadband services. 

Engineer visit

Engineer visits

For those that may need extra support, BT offers a free engineer visit to make sure everything’s set up correctly and working perfectly. When you’re contacted to confirm or book your engineer visit, please don’t ignore it. You’ll be able to choose a date and time that works best for you.

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 circumstances

If you or someone you know uses a telecare device or pendant alarm, please let the landline provider 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 suitable back up power solution to help customers make calls during power cuts.

Elderly man using a corded landline telephone

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.

Start the conversation today and don’t delay action

BT is encouraging customers yet to make the switch to act promptly and complete their move to digital landlines and help ensure they are ready for future-proof connectivity.

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. 

We’ve created a Conversation Starter Pack about the switch, designed to give you the key information you need. It will not only help you explain the switch to a friend or loved one but also prepare you to answer any questions they may have. 

You can also download and print our one-page explainer on switching to Digital Voice.

I’d had my landline for years and didn’t see any reason to change it at first. But once BT got in touch, they explained everything clearly and helped me through it. It turned out to be much simpler than I expected. I’m glad I did it when they asked, rather than leaving it too late.

John Hornchurch

As seen on social media

Family time

You may find yourself on this page thanks to Beau the Beard (and Grime Gran), The Green Family, James B and Hemah who we’ve partnered with on this campaign.

If you haven’t seen their content, check it out on their Instagram channels. 

All 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, Carers UK, Digital Poverty Alliance, NALC, National Farmers’ Union, National Pensioners’ Convention, Neigbourhood Watch, Neighbourhood Watch Scotland, Mind, RNID, RNIB 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.

Call us on:

Digital Landline Switchover

Home customers

Business customers