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Landline digital switchover: What residents and businesses need to know

The UK's traditional analogue landline system is being switched off by January 2027. This change is being led by telecoms providers and will see all phone lines in Surrey and beyond moving to digital technology, also known as VoIP (Voice over Internet Protocol).

We will explain what this means for households, businesses, and those using social care alarms like Careline.

What is happening

  • The Public Switched Telephone Network (PSTN) and ISDN are being retired due to age and increasing unreliability 
  • All telephone calls will be carried over an internet connection (broadband)
  • Devices connected to a phone socket (landline phones, telecare alarms, payment terminals, lift alarms, etc.) must be checked for compatibility with digital lines

The Digital Switchover

Impact on households

  • Most people will plug phones into a broadband router, not a phone socket
  • Your phone number can stay the same
  • You do not need to purchase broadband as a service, but you will need a connection (supplied as part of a “landline only” option by most providers)
  • Other devices (including personal alarms) may need upgrading or require special adapters
  • Your telephone service provider must contact you before the changes and walk you through the process

Businesses

  • All businesses in Surrey must switch their phone and other PSTN-reliant systems to digital alternatives by January 2027
  • Payment terminals, fax machines, lift and fire alarms, and other equipment connected via phone sockets will require digital-compatible replacements or upgrades
  • E-invoicing and other digital administration improvements may follow the switchover
  • Review your infrastructure and contact your telecom provider for tailored advice or support
  • Early action ensures continuity and avoids disruption to customer communications or critical services

Business Waverley 

Business Gateway

Telecare services, including Careline

  • Telecare and Careline personal alarm users are significantly affected. These services may connect via analogue lines and will stop working if not upgraded
  • The council, NHS, and alarm providers are collaborating to ensure residents are individually supported during the switchover
  • Some residents may require upgraded alarm units or mobile (SIM-based) alternatives compatible with digital lines
  • It’s essential to contact your Careline or telecare provider to check your equipment’s compatibility and arrange for any necessary updates. When you upgrade to a digital landline you must upgrade your alarm because it will stop working
  • The Local Government Association offers a digital switchover telecare checklist for those responsible for vulnerable people

Careline service

Questions you may have on the switchover

We appreciate that this change can be daunting, and you may have some questions.

For most households, your existing landline phone will simply plug into your broadband router instead of a traditional wall phone socket. Your phone number will usually stay the same. You might need a new router or an adapter, which your provider should supply.

Yes, your phone service will rely on a broadband connection. If you don't currently have broadband for internet access, your phone provider will offer you a "voice-only" digital service that provides the necessary broadband connection for your phone without providing full internet access if you don't want it.

Traditional corded and cordless phones connected to a digital line will not work during a power cut. It's important to have a backup plan for emergencies, such as a charged mobile phone or a corded phone with its own power supply or battery backup if offered by your provider.

All businesses must upgrade their phone systems to digital alternatives by January 2027. This includes not just your main phone lines but also any equipment connected via old phone sockets, such as payment terminals, fax machines, lift alarms, and security systems. Early planning with your telecom provider is crucial to avoid service disruption.

Most existing Careline and telecare personal alarms connect using analogue technology and will stop working once your line is switched to digital. It is essential to contact your Careline or telecare provider immediately to ensure your equipment is compatible or to arrange for an upgrade. The council and alarm providers are working together to support vulnerable residents through this change.

Please visit our Careline page for more information.

If you live in a rural area with limited broadband connectivity, your phone provider must offer solutions to ensure you maintain phone service. This might include mobile-based phone services or other technologies to provide the necessary connection. Discuss your options with your provider when they contact you.

Yes, scammers are exploiting the switchover to trick people into:

  • Paying fake fees for the upgrade 
  • Sharing personal or bank details 
  • Allowing remote access to devices

These scams often involve cold calls, emails, or doorstep visits pretending to be from BT or other providers.

A legitimate provider will not ask for payment or personal details for the switchover. Be wary of urgent threats like "your phone will be disconnected". Scammers may use spoofed caller IDs or not know your name and address.

Visit the Buckinghamshire and Surrey Trading Standards website for general consumer protection advice.

Hang up on suspicious calls and contact your provider directly. Never share passwords or payment information over the phone. You can use call-blocking devices or register with the Telephone Preference Service. If unsure, ask a trusted friend or family member for help.

We can also supply you with a No Cold Calling sticker pack.

Next steps for residents and businesses?

  • Look out for official communication from your phone provider and do not respond to unsolicited calls about the switchover
  • You could check with your service provider: Ask about timescales, whether your equipment (phones, alarms, card machines) is compatible, and what support is available
  • Check your business premises or home to identify all devices connected to phone sockets
  • If you, a relative, or someone you care for uses Careline or other telecare services, please contact the provider for advice

Digital switchover leaflet