The short version: Your phone number stays the same. Your calls work the same way. The only physical difference is where your phone plugs in - router instead of wall socket.
Don't wait to be asked. Contact your telecare provider now, before your switch date arrives, and ask them directly: "Is my device compatible with the digital phone switchover?"
Important: If you don't have a mobile phone, or you live somewhere with poor mobile signal, make sure your provider knows this before your switch date. They have a legal obligation to protect your ability to call 999 in a power cut.
The 2027 Digital Phone Switchover: What Older Adults Need to Know
Your landline phone is changing. By January 2027, the UK's old copper phone network will be switched off and replaced with a digital system. For most people, it's a simple process. But there are a few things worth knowing
now - especially if you have a telecare alarm or rely on your landline
when the power goes out.
Published May 2026 · At Ease Online · Updated regularly as the rollout progresses
What's actually changing?
For over a century, landline phones in the UK have worked through copper wires running underground. These wires carry both the phone signal and a small electrical current -
which is why your old-style phone often kept working even during a power cut.
That system is being retired. The new one is called Digital Voice (or VoIP, which stands for Voice over Internet Protocol) which works through your broadband connection instead. Rather than plugging your phone into the wall socket, it plugs into your internet router.
Openreach, which manages most of the UK's phone network, is overseeing the switch. Your own provider - whether that's BT, Sky, Virgin Media, EE, or another company - will contact you directly before anything changes. You won't just be switched over without warning.
Will my phone still work after the switch?
For the vast majority of people, yes. More than 99% of existing phone handsets are fully compatible with the new digital system - so you almost certainly won't need to buy a new phone.
The main change is practical: your phone will need to be plugged into your broadband router rather than the phone socket on the wall. Your provider's engineer will help you with this when they visit. You don't need to figure it out yourself.
If you don't have broadband at home, your provider is legally required to offer you an alternative. You will not be left without a working phone.
What happens if the power goes out?
This is one of the most important things to understand about the new system — and one that isn't talked about enough.
The old copper landline carried its own electrical current, which meant it kept working even when your electricity went off. The new digital system doesn't do that. If your power goes out, your broadband router goes off, and so does your digital phone.
Your provider is required by Ofcom to ensure you can still reach emergency services during a power cut. In practice, this usually means one of two things:
-
A free battery backup unit — keeps your router running for at least an hour during an outage
-
A hybrid handset — switches automatically to mobile signal if the power fails
Ask your provider which option they're offering, and make sure you request it. Don't assume it will be arranged automatically - ask.
I have a telecare alarm or pendant - what do I do?
If you or someone you care for uses a telecare device such as a pendant alarm, fall detector, careline system, or monitored burglar alarm, please read this section carefully.
Many telecare devices were designed for the old analogue phone network. Some will work perfectly well on the new digital system. Some won't. The only way to know for certain is to check with the company that supplied the device.
What to ask your telecare provider:
Is my device compatible with the new digital phone line?
They should be able to tell you straight away. If it isn't compatible, ask what they're doing about it - many providers are already replacing older devices.
Will an engineer test my alarm after the switch?
Yes! Phone providers are required to send an engineer to personally test any telecare device after the switchover. Make sure this is arranged.
Will my alarm work if the power goes out?
A vital question. Ask your telecare provider how your device will behave in a power cut, and whether a battery backup will be provided.
You don't need to sort this alone. If you're not sure how to approach these conversations, or you'd like someone to help you make the calls, that's exactly the kind of thing At Ease Online can help with.
When will it happen to me?
The switchover is happening across the UK region by region and will be complete by January 2027. Some areas have already been switched; others will follow over the next year.
Your phone provider is required to give you at least four weeks' notice before your switch date. This will usually arrive as a letter or an email. Keep an eye out for it - and if you're reading this on behalf of an older relative, it's worth checking their post too.
Older adults and people with additional needs are being prioritised for a more supported switchover - meaning local councils, charities and community groups are involved in your area's rollout to make sure no one is left behind.
Your simple switchover checklist
Work through this in your own time. There's no rush - but getting the telecare question sorted sooner rather than later is worthwhile.
Look out for the letter or email from your phone provider - it'll arrive at least four weeks before your switch date
If you have a telecare alarm, pendant or careline device, contact that supplier now and ask if it's compatible
Ask your phone provider about a free battery backup unit or hybrid handset to cover power cuts
If you live alone or don't have a mobile phone, let your provider know — extra support is available
Make sure your broadband router is working properly - your phone will need to connect to it after the switch
After the engineer's visit, pick up your phone and check it works before they leave
Who to contact at your phone provider
If you have questions, or want to flag that you have a telecare alarm or additional needs, contact your provider directly. All calls to these numbers are free.
Provider
Customer Number
Opening Hours
BT
0800 800 150
Free · Mon–Fri 8am–9pm, Sat 8am–8pm
Sky
0333 759 9689
Mon–Fri 9am–7:30pm, Sat 9am–6pm
Virgin Media
0345 454 1111
24 hours
EE
0800 956 6000
Free · or dial 150 from an EE phone
Plusnet
0800 432 0200
Free · Mon–Fri 8am–8pm
Not Sure?
Check a recent phone bill - the company name and number will be printed at the top.
Common questions
Do I have to pay for the switchover?
No. The switchover is free. Any engineer visit, battery backup unit, or new compatible equipment required for the switch should be provided at no cost to you by your phone provider.
I still have a really old phone - will it work?
Almost certainly yes. Over 99% of phone handsets are compatible. If yours isn't, your provider will arrange a replacement. Don't throw your phone away until you've confirmed this.
What if I don't have the internet?
Your provider cannot simply switch off your landline and leave you without a phone. If you don't have broadband, they must offer you a suitable alternative. Make sure you tell them when they contact you.
I haven't heard anything from my provider yet. Should I be worried?
Not necessarily - the rollout is regional and many areas haven't been contacted yet. You will hear with at least four weeks' notice. If you're concerned, it's fine to ring your provider and ask when you're due to be switched.
My elderly parent lives alone and I'm worried about them. What should I do?
Contact their phone provider and let them know the situation and how your loved one may need additional support. Providers are required to make reasonable adjustments. Also contact their telecare provider if they have one. And if you'd like someone to sit with your parent and help them through the process - that's where At Ease Online
may be of some use.
Need a hand working through this?
The letters and technical language around the switchover can feel overwhelming - especially if you're sorting it for yourself or a parent. At Ease Online offers calm, patient 1-to-1 support sessions for older adults. We'll go through your specific situation, help you understand what needs to happen, and can even make the right calls alongside you.
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