As the UK’s landline network transitions from copper cables to digital technology, rural residents and vulnerable users are voicing serious concerns about safety and reliability. The old public switched telephone network (PSTN) is being replaced by a digital voice service that relies on broadband connections, a massive upgrade completed by January 2027. However, for those in remote areas with poor mobile signal, the switch poses risks during power outages.
Power Cuts Leave Communities Isolated
Robert Dewar, living in a remote Scottish Highlands village, describes losing all communication during a 42-hour blackout after his emergency backup battery lasted only five hours. “If I had had a heart attack there is damn all I could have done about it,” he says. Many readers shared similar experiences, highlighting the inadequacy of backup solutions.
Vulnerable Customers at Risk
Silver Voices, a campaign group for over-60s, warns of a “disaster waiting to happen” and calls for the deadline to be extended to 2030. Director Dennis Reed notes that vulnerable customers often cannot self-identify, leading to disconnections without proper support. Ofcom acknowledges that complex customers will form a larger proportion of remaining PSTN users.
Provider Responsibilities
Telecom providers must ensure landline-dependent customers have at least one hour of emergency service backup during power cuts, often via a free battery. However, some users report difficulties obtaining these. BT states it offers enhanced support, including free in-home assistance and backup power, and has a dedicated telecare service with over 4,000 trained engineers.
User Experiences
A vulnerable Cornish woman fears power cuts after a 24-hour outage left her without communication once the battery expired. She considers setting up a local walkie-talkie group. IT professionals also struggle; one helped his mother with Alzheimer’s switch to a cheaper phone-only contract after a lengthy process, securing compensation.
Incorrect Information and Broken Promises
David from Wales faced incorrect pricing and broken promises from EE regarding a free backup battery. He eventually invested in a mobile signal booster but feels providers lack oversight. Tony Roberts from South Devon had to pretend he didn’t need an essential landline to switch suppliers, and worries about fragmented systems failing during widespread outages.
Ofcom’s Role
Ofcom emphasizes that companies must identify and protect vulnerable customers, publishing guidance and intervening when necessary. The regulator predicts increased migrations in 2025 to meet the deadline.
What Customers Should Do
If you rely on a landline, contact your provider about backup options. Disclose any telecare devices. For those without broadband, voice-only packages are available. The switchover may involve plugging the phone into the router or installing full fibre, which requires an engineer visit. Keep your number and same phone, but note that digital lines require home electricity.
For more information, visit the digital landline switchover website.
