The switch from traditional landlines to digital phone services is a major shift - one that could leave vulnerable individuals without vital connections. Elizabeth Andersen, CEO of Digital Poverty Alliance, explores the risks, the gaps in awareness, and what local authorities and communities can do now to ensure no one is left behind ahead of the 2027 switchover.
The way we use our landline phones is changing radically – with phone calls running over the internet, rather than via the traditional copper network. For many of us this has little impact – but for those reliant on landlines, it’s a major change. It’s of even bigger concern for those who have other services operating over the telephone network – such as telecare or alarm systems. So what does everyone need to know (minus the jargon), and how can you help your communities?
What’s the situation been?
Whilst many people use mobiles now for making calls, a significant number of people – especially older people – still prefer a landline. The landline isn’t going away, but how it works is changing completely. Traditionally, telephones have run over a copper network. For corded phones, this also provided a low electrical charge to power the telephone – which is why traditional landlines that aren’t plugged into the mains still work in a power cut. Other types of alarm services have also been designed to operate in this way – including telecare alarms (personal alarm pendants and bracelets worn by those who are older or vulnerable), lift alarms, burglar alarms – and even point of sale systems used by small businesses. For decades this has been the same.
In 2016, it was announced that these traditional lines would become digital by 2025 (now put back to January 2027). Much as businesses use VOIP (voice over internet protocol), this will become the norm for home users that still maintain a landline.
Why does this matter?
There wasn’t much communication about this change in 2016, or even when a gradual change started in 2021. Compared to the digital TV switchover of 2012 – which saw national campaigns across multi-channel platforms, digital switchover has seen little fanfare or explanation, limited to letters for compulsory migrations and local press and radio adverts in affected regions.
There are well established cases where people were left without telecare – because many existing telecare devices don’t work over a new VOIP world, they need the copper network to communicate, like other alarms and other technologies. When two vulnerable customers died as a result of telecare devices no longer working, companies began to pause their roll out and government stepped in. This ultimately resulted in the deadline for the move being pushed from 2025 to January 2027 – something which the Digital Poverty Alliance campaigned for, along with Silver Voices and other charities.
Quite separately to telecare, there remain concerns that in power cuts, those who have been used to a landline still working in a power outage will find that’s no longer the case. Again, where some of us would simply turn to our mobile, if you don’t routinely use a smartphone, this is a concern. There are back-up batteries available, but these are not provided by communications providers unless the customer is vulnerable or has no mobile signal – and consumer research showed that it’s frequently down to the customer to highlight this, rather than any checks.
There’s also the concern that people may be moved over without quite knowing what they have signed up for. If you move contract today, and you currently have a traditional landline connection, that will no longer work – but this isn’t necessarily specified. You will need to plug your phone and any other devices into your router, and set up that router. You will also need to check that they are compliant with the router – which has been the issue on telecare.
So where are we now?
There are new protections for those with telecare. Assisted journeys, mandated by the Department for Science, Innovation and Technology, mean communication providers must check whether people have telecare and whether they have access to a mobile phone, and provide support for set up. Engineers must not leave the home until the telecare is working or another solution is in place, although this is one-off support, not ongoing.
The TSA who represent telecare providers are also actively promoting the need for much better communication, the prevention of the sale of telecare devices that won’t work once a copper connection is gone, and a joined-up plan ahead of 2027.
There are also conversations between government, local authorities and telephony providers to share data on vulnerable customers, to reduce the reliance on customers having to highlight their needs to their providers. Data sharing is a huge issue, with hundreds of telecommunication companies all needing access to the same data – but avoiding revealing sensitive information unnecessarily and without the right data protection protocols.
Has this solved the issue?
No. The Digital Poverty Alliance believes there is still a lot to be done.
For one, we believe that for the most vulnerable customers – and their families, carers and support networks, a lot more information is needed. This includes an awareness of the changes, but also the changes of behaviour that are needed. Older people are used to simple phones that if plugged into the wall, work unless there is a fault on the line. They will now need support – so for example, if the router loses connection, what to do.
This also ties into concerns around responsible selling and support from telephone companies – for many, the jargon (upstream network speeds, anyone?) is confusing, especially if you don’t use the internet regularly. And it relates to how people use their phone and prepare for contingencies. As one example, if you have a mobile, you won’t receive a free battery back up – but we also hear regularly that older people may have a mobile that they use occasionally, and don’t always know they need to constantly keep charged as their landline will no longer work in a power cut.
With a major communications campaign planned ahead of 2027, we know this may raise more questions than it answers, including around timings and behaviours.
We also can’t possibly know everyone who has telecare. The new pathways rely either on data sharing or customers self-notifying. This in itself relies upon people understanding what they need to declare. Vulnerable customers have greater protections – but few people want to label themselves as such. And different companies have different routes by which you can achieve this, with some being much clearer than others.
So what can we do now?
Local authorities have routes to know your people. Engage with communication providers, and make sure that you are linked in to receiving news and updates. If you aren’t sure if your authority is in touch with the major providers, ask around – and if you still aren’t certain, you can contact TechUK who will make sure you are receiving information and can discuss sharing data about vulnerable residents.
Be ready to share information into the community. The communications campaign is coming – make sure everyone in the local authority knows about this and how to answer questions and concerns. This isn’t purely a social care project or a tech project. Your frontline staff need to be aware. Think about who may be able to signpost or advocate, from those answering switchboard calls through to teaching staff or inclusion teams – and crucially, local councillors.
And think about what other support you can have available. Do you have a wider digital inclusion programme? Do you know the rates of digital poverty in your area? Have you thought about how you can provide support to those who are offline or lack digital skills? If not, contact us at the Digital Poverty Alliance, join our free Local Authority Network, and receive ideas and support for your own teams – including around the digital telephone switchover, and much more.