By the end of 2025, most landline phone services in the United Kingdom will be moved off the traditional copper-wire network and onto digital connections that use broadband – the internet.
The change – known as the digital switchover – will affect everyone. However, for people who rely on landlines to stay safe, the impact could be serious if the right steps are not taken in time.
As a carer or support worker, you have an essential role in helping others prepare. This guide outlines four practical steps you can take to keep someone safe and connected.
Four things you can check first
1. Check in with those you help
Understand if your relatives, or those you support, are aware of the change, and ask them what equipment they have – including anything they might have purchased privately. You will know if it might be impacted if it is plugged into a telephone socket.
2. Make sure they tell their phone provider that they need additional support
Phone providers want to help – but they need to know if someone has extra reliance on a landline. Make sure they – or you on their behalf with their permission – tell their provider if they are a telecare user, if they do not have a mobile phone (or do not keep it regularly charged), or do not use the internet – or have other needs.
Many companies call this being a “vulnerable” customer, which is a catch-all term for those with extra requirements. Even if the person you are helping does not like that term or feel vulnerable, it is really important that the company is aware of how they stay connected.
For those who use telecare, an engineer will help them set everything up, meaning they will not be left to set up their new router themselves.
3. Make sure their emergency alarms and phones will work on the new system
If they have an emergency alarm – such as a pendant or bracelet – check whether it is plugged into the landline. (Some work off a mobile signal and are not impacted by this change – although they may be affected by future changes.)
If it is, they or you should contact the alarm company and ensure that they confirm it will work after the transition – and if not, how they plan to update it. You must also ensure the telephone provider is aware.
Whilst you are checking this, check if their landline phone will still work. Some phones which do not plug into an electrical socket will not work after the digital switchover.
4. Help them understand about their landline – make an emergency plan
The landline is not going anywhere, but it is changing – and that means it will not work if the electricity goes off or there is a power cut.
Ask them how they will make a call if the power goes down. Make sure they know that if they will rely on a mobile phone, they must keep it permanently charged. If they do not use a mobile phone regularly, do not feel confident using it, or do not have a reliable indoor signal, ask their provider for a free battery back-up pack.
Local authorities: what to check
If you work for a local authority, check whether they are in touch with BT, Virgin Media O2, and other providers about what the change means. If your local authority is not, you can contact us and we will put you in touch.
You are not alone. Support is available.
The Digital Poverty Alliance is working with national and local partners to ensure no one is left behind. We are here to help you understand what is changing, what to check, and where to turn for support.
Whether you are an individual, a carer, or a support worker, we can help you stay connected through the switchover and beyond.
Download our factsheet here.
Do you have a question on the switchover and you cannot find an answer? If your phone provider is unable to help, then contact us.