How to support friends and family with the digital landline switchover
You may have heard that landlines are changing and that the UK’s telephone network is going digital. These changes will affect everyone who has a landline they’d like to keep using.
If you have loved ones with additional needs such as elderly relatives or someone who uses a telecare device or pendant alarm, our Connected Together initiative encourages you to take a few simple steps to support them through the switch.
Here’s everything you need to know and how you can help.
By January 2027, the old analogue network will be completely switched off, replaced by new digital landlines which work using broadband. In preparation for this change, BT and other home phone providers have been switching 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 when the time comes to make the switch.
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.
Inform and educate
Ensure your family understands the switch to Digital Voice, why it's happening, and how to prepare. They will receive at least four weeks' notice.
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 their circumstances
If your loved one uses a telecare device, pendant alarm or burglar alarm, please let the phone company 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 free battery backup unit on request, for use in case of a power outage.
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.
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.
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Conversation Starter Pack
Help your family and friends make the switch to Digital Voice
07/10/2025 pdf - 1.71 MB
You can also download and print our one-page explainer on switching to Digital Voice.
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A guide to Digital Voice
BT's new home phone service, powered by your broadband connection
18/02/2025 pdf - 165 KB
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, National Farmers’ Union, National Pensioners’ Convention, Neigbourhood Watch, 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.
