Digital Switchover Alert: Landline Users Express Real Fears Over Safety!

“Whenever there’s a power outage, I’m completely cut off from the rest of the world,” shares Robert Dewar, recounting his experiences in a secluded Scottish Highlands village after the transition from traditional copper cable landlines to broadband-based connections.

Power outages also disrupt the village’s mobile network. “The last power outage we experienced lasted for 42 hours,” Dewar mentions. This duration exceeded his emergency backup battery’s five-hour capacity. “Had I suffered a heart attack, there would have been nothing I could do but prepare for the worst,” he admits.

Dewar is just one of over 100 individuals who have shared their struggles with us as the traditional public switched telephone network (PSTN) is being replaced by digital services.

This shift marks one of the most significant technological upgrades since the cessation of analogue TV signals over ten years ago, which necessitated that Britons either adapt their TVs or purchase digital ones. Currently, copper phone lines are being supplanted by digital voice services that depend on broadband.

The transformation of the telephone infrastructure is nearly complete, with about 3.2 million homes still connected to the PSTN. The network is set to be decommissioned in January 2027.

For many, transitioning simply means connecting their phone to the broadband router instead of the traditional wall socket. However, for those like Dewar, who are vulnerable or reside in remote areas without reliable mobile coverage, ensuring connectivity during disruptions is significantly more challenging.

In its 2025 Connected Nations report, Ofcom anticipated an increase in customer transitions this year to meet the looming deadline. To this point, service providers have prioritized easier switches, and the regulator has recognized that “complex customers will likely comprise a larger segment of the remaining PSTN users.”

Silver Voices, an advocacy group for those over 60 in the UK, is voicing serious concerns about the safety implications of this program. They are advocating for a postponement of the deadline until 2030 to allow for the development of better safety mechanisms. Their “save our landlines” campaign has attracted over 100,000 signatures.

“This could lead to a major crisis,” states Dennis Reed, director of Silver Voices, emphasizing the burden placed on vulnerable individuals to seek out assistance from their providers.

“Vulnerable customers often cannot advocate for themselves, and many are at risk of being disconnected regardless of their situation.

“There are frequent reports of landlines being cut off even before any support measures have been put in place.”

Understanding the Transition

Ernest Doku, a broadband expert at Uswitch, explains that while digital voice services rely on a router instead of copper wires, this doesn’t necessarily mean one must subscribe to a comprehensive broadband package.

“As the universal service provider, BT is obligated to ensure access to basic services, which might include options for voice-only or low-data plans, while other providers generally offer voice services within a broadband package or as an upgrade option for their current customers,” he notes.

BT emphasizes that assisting customers through this transition is a major priority.

They state, “We provide a variety of support options, including enhanced protection for customers with special needs, like telecare users and those who rely exclusively on their landline. This includes complimentary in-home support and backup power solutions where necessary.

“We also have specific plans for customers who only have a landline and for those who do not have access to full fibre yet.”

Industry data indicates that less than 1% of BT’s landline customers have inadequate mobile coverage for emergency calls, a figure expected to decrease as investments are made to enhance mobile connectivity in rural areas.

Prior to the switch, customers should receive ample notice via letter or email, possibly along with new equipment like a router.

Companies must ensure that customers relying solely on their landline can access emergency services for at least one hour during a power outage, typically through a backup battery, which Ofcom insists should be provided free of charge to those dependent on their landline, although Doku mentions these batteries generally cost between £60-£100 if purchased.

Care alarms and security systems may need to be replaced or reconfigured to ensure functionality post-switch. To aid vulnerable users, BT’s infrastructure division Openreach offers a dedicated telecare service supported by over 4,000 specially trained engineers.

Doku stresses the importance of informing your provider about any medical devices or telecare alarms, as they are bound by a government charter to ensure service continuity and compatibility with equipment.

He advises, “If you have concerns about your equipment or the costs involved, reach out to your provider directly. Inquire specifically about how the transition will affect your devices and what backup options are available to maintain connectivity during a power outage.”

‘Cut Off From Emergency Services’

A woman from Cornwall, who is considered vulnerable, expresses her fear of being unable to contact emergency services during power outages, following a recent incident where the power was out for over 24 hours: “Once the one-hour battery backup depletes, I will have no way to reach emergency services or anyone else, as my home lacks mobile signal.”

She has looked into purchasing a more durable battery but found the costs prohibitively high. Out of necessity, she is “thinking about setting up a local walkie-talkie network with other vulnerable neighbors.”

Numerous readers have informed Guardian Money of the extensive time they’ve spent assisting vulnerable relatives with their phone setups. Even those proficient in IT and engineering have expressed frustration.

“In January 2025, I contacted BT to cancel my mother’s broadband since she has Alzheimer’s and can no longer use a computer,” says Peter from Hertfordshire. “She was paying nearly £70 a month for a service she couldn’t utilize.

“I was informed that to cancel her broadband, which was not under contract, it needed to be upgraded to fibre due to an upcoming exchange upgrade.”

Openreach is concurrently deploying a full-fibre broadband network, and once an exchange can serve 75% of homes, companies cease selling legacy phone and broadband services.

Peter continues: “The upgrade was finally completed last June, which involved uprooting all the plants along the border of her front garden; gardening is her last remaining joy.

“After some negotiation, BT also agreed to refund the difference between what my mother had been paying and the appropriate amount had the work been completed within the service agreement terms. She received just over £1,000 in compensation.”

In the end, it worked out, he notes. His mother now has a basic telephone-only contract that costs £12 a month – a significant reduction of £56 monthly, and BT provided a backup battery at no cost. However, Peter worries about how those “without a forceful advocate might fare.”

‘Misleading Information’

David, who resides in a secluded Welsh valley, shares: “The ordeal started in May 2025 when an email from Plusnet warned that our landline would no longer be supported post-transition. We live in an isolated spot where mobile reception is weak outside and non-existent inside.”

After contacting Plusnet, he agreed to switch to EE, having been told he could get broadband, phone service, and a complimentary backup battery for £26 a month. However, upon speaking with EE, he was informed he would need to purchase the battery and that the monthly cost would be £10 higher than initially quoted, prompting him to cancel the switch.

Last month, he received an email stating that if he didn’t make a decision about staying with Plusnet within 30 days, they would begin transitioning his broadband and home phone to EE. If he remained with Plusnet and relinquished his landline, his monthly bill would decrease from £32 to £22.50. If he moved to EE, it would remain at £32.

Upon informing EE of his age and health issues, he was assured “without doubt” he would receive a free one-hour backup battery. Deciding to keep their landline for incoming calls, David and his partner planned to use their mobiles for outbound calls.

The couple invested in a simple system consisting of an antenna placed on a window ledge outside their house. “It transfers the mobile signal to a signal booster inside a room, allowing us to use our mobile phones in that part of the house,” David explains.

However, EE later backtracked on its promise regarding the battery, stating it does not provide a free one-hour backup device to all elderly individuals in areas with poor mobile reception, only to those with a telecare device. He declined their offer to purchase a battery for £80 or £150.

David feels that the saga has exposed a lack of meaningful oversight by the companies involved. “Providers should be held accountable to the commitments made to customers during the transition,” he insists.

“If there’s a mandate to supply free batteries to those who require them, it should be enforced. People need assurance they can call for help in an emergency during a power outage.

“The process isn’t being made easy. The call to arrange the transfer with EE this morning lasted one hour and nine minutes. I’m adept with digital technology, and I shudder to think of the frustrations less tech-savvy individuals are facing.”

‘Empty Promises’

In a similar situation, Tony Roberts from South Devon has struggled to find a telephone provider willing to accommodate someone who considers their landline crucial. “Often when you try to sign up, they ask if you depend on a landline or have a care device, and if you say yes, they simply state that their service isn’t suitable, even though digital voice services are the only options available for new orders,” he explains.

He adds: “The promise of a backup battery is often empty, either offering minimal backup time or being difficult to obtain without substantial cost. I had to pretend I didn’t need my essential landline to switch providers and then arrange for my own battery backup separately.”

Roberts is concerned that a network once robustly maintained and backed up at central exchanges is being replaced by a fragmented system prone to multiple points of failure. “Moreover, there’s no assurance that mobile masts have adequate backup either.

“The risk of entire communities losing connectivity during widespread power failures is significant,” he notes. “It worries me that this issue is often portrayed as a problem only affecting the elderly: it’s a broader issue than that.”

Ofcom has clarified to companies their responsibility to “identify, protect and support vulnerable customers. We are closely monitoring the situation, including issuing industry guidance and reminding companies of their obligations.”

The Digital Transition Process

If your landline is still connected to a traditional telephone socket, be on the lookout for a notification from your phone company about your upcoming digital transition date.

What follows will depend on your provider and the equipment they utilize.

If you already have an internet connection, the process might be as simple as plugging your phone into the broadband router instead of the wall.

You should be able to keep your number and continue using the same phone. The cost of your phone package will remain unchanged, but if your landline and broadband are with different companies, you will have options.

If you are transitioning to a digital line without upgrading to full fibre, then the existing wiring will be used. More information about the entire process is available on the digital landline switchover website.

Switching to a full-fibre service involves a bigger undertaking because it requires the installation of fibre optic cables.

An engineer will need to set up the service, which may involve laying cables either above or below ground. They will drill a small hole in an external wall to connect you.

Your new digital phone line will rely on your home electricity supply, so you won’t be able to make landline calls during a power outage. If there is no mobile coverage in your area, or you use a telecare device, it’s crucial to inform your phone company.

In such cases, they should offer a solution, like a backup battery, to enable you to at least contact emergency services during a power outage.

To support vulnerable customers, BT has a dedicated telecare service backed by over 4,000 specially trained engineers.

* Name has been changed