03 June 2025
The UK government has today announced the rollout of a new nationwide campaign, supported by broadband giants BT and Virgin Media, aimed at helping vulnerable individuals prepare for the transition from traditional analogue telephone lines to modern digital (IP/VoIP-based) services. This initiative seeks to ensure that all users, especially those relying on critical telecare systems, can safely and smoothly make the switch ahead of the impending deadline.
Following a recent delay, the official analogue phone switch-off has been extended to 31 January 2027. The extension provides additional time for broadband providers, telecare providers, local authorities, and consumers to adapt. The primary concern remains the 1.8 million UK residents who depend on telecare systems — such as elderly and disabled users — that may not be compatible with digital phone services. Prior to the delay, the original deadline for the switch was set for December 2025.
As part of this transition, Openreach is phasing out its Wholesale Line Rental (WLR) products, while BT is retiring its Public Switched Telephone Network (PSTN). The move away from copper lines is driven by the widespread rollout of full fibre (FTTP), upcoming exchange closures, and increasing fault rates — Ofcom reported a 45% rise in related faults in 2024. Maintaining both old and new networks simultaneously is no longer economically viable.
The government’s response includes urging the industry to implement safeguards to protect vulnerable users. Under new policies, providers must ensure that no telecare customers are migrated until their systems are confirmed compatible with digital services. This may involve engineer visits to update or replace equipment and providing free battery backup devices to ensure continuous operation during power outages.
The newly launched National Telecare Campaign aims to raise awareness among vulnerable populations who might be unaware of the upcoming changes or unsure how to adapt. It encourages these users or their caregivers to proactively contact their providers for assistance. Many local authorities and telecare operators have established data sharing agreements with telecom providers to identify and support at-risk users, though these efforts are not yet comprehensive.
“We cannot afford to leave anyone behind during this vital transition. I’ve set clear safeguards for industry to follow, and I urge anyone using a telecare alarm — or those close to such users — to contact their provider today to access help,” said Telecoms Minister Sir Chris Bryant.
To maximize reach, the campaign includes advertisements across TV, newspapers, social media, and radio, along with posters in healthcare facilities, pharmacies, and post offices. The campaign aims to reach 95% of all UK adults, including 98% of those over 65. BT and Virgin Media landline customers can call 150 from their home phones for more information.
Since 2017, UK operators have been gradually retiring the aging copper network, with over two-thirds of landlines already migrated. The current campaign aims to identify the remaining vulnerable users, especially those who may face challenges migrating to IP-based services. For those without broadband, BT has introduced a new Pre-Digital Phone Line (PDPL) product, also known as SOTAP for Analogue, which replicates traditional landline functionality over a modern network without requiring broadband or backup power. This service is available exclusively to vulnerable and edge-case users, ensuring continued landline access until at least 2030, when the old exchanges are expected to be fully retired.
