Warning to UK landline users about network overhaul amid plans to switch to digital
The UK is on the verge of retiring its traditional landline technology, a move that could see millions of elderly and vulnerable individuals facing isolation if they lose access. A new survey has revealed widespread concern about the upcoming changes to the country's telephone network, highlighting a lack of awareness and preparedness among the public.
Coinciding with the 40th anniversary of the retirement of Britain’s iconic red telephone boxes by BT, the findings paint a stark picture of the potential consequences of the switch from the Public Switched Telephone Network (PSTN) to Digital Voice technology.
The research commissioned by Zen Internet, a leading telecommunications provider, reveals that a third of Brits (34%) are unaware of the imminent migration, which will see all traditional landline services delivered via broadband by January 2027 at the latest.
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The study also shows significant concern for older relatives and friends, with two-thirds (66%) fearing that losing their landlines could lead to increased loneliness and isolation. This is particularly alarming as over-55s, who are more likely to rely on traditional landlines, are among the least informed about the switch (39%).
Meanwhile, awareness is highest in London, where 70 per cent of respondents are aware of the digital shift, compared to just 55 per cent in regions like the East Midlands and North East.
Despite the dominance of mobile phones, landlines remain a crucial communication tool for many UK households. Over half (52%) of homes still use a landline, with 15 per cent relying on it exclusively, a figure that rises to 20 per cent in rural areas.
Landlines are valued for their reliability and trustworthiness. Nearly half (48%) of respondents believe having a landline number makes businesses more credible, while 35 per cent admit they’re less likely to trust companies that only have a mobile number.
Other practical benefits of landlines include better call quality (28%) and reliable connectivity in areas with poor mobile reception (41%). They are also preferred for maintaining contact with older family members (39%) and for long conversations or formal calls (29%).
While the change may seem like a big issue for many, it will still be possible to retain your landline after the switch - it will just be delivered by broadband. Interestingly, younger demographics, such as 25-34-year-olds, are among the most likely to retain a landline after the switch (44%).
With more than half (53%) of people preferring to explain things over phone calls rather than texts, the survey underscores the importance of understanding Digital Voice technology. Nearly a third (32%) of respondents plan to keep a landline even after the switch.
Zen Internet CEO Richard Tang stressed the importance of early preparation for the transition, highlighting that his firm has already helped many customers make the move.
He said: “Our research shows that millions of people across the UK, particularly the elderly and vulnerable, are unaware of the switch off of the Public Switched Telephone Network (PSTN), also known as the traditional landline.
“The traditional landline telephone service will be switched off completely by January 2027. While the transition may seem daunting, you can still have a landline service and keep your landline number, but this will be provided digitally by your broadband provider.
"It is best to switch over sooner rather than later, and we have already supported many of our customers to make the switch to Digital Voice. Our goal is to ensure that no one is left behind in this shift, particularly our elderly and vulnerable communities. Awareness and early action are key.”
How to Prepare for the Switch
Contact your broadband provider to confirm your eligibility for Digital Voice service.
Ensure you have the necessary equipment, such as a compatible telephone or router, which your provider can help you with.
Educate older family members and friends about the transition to ensure they stay connected.
As the UK embarks on this landmark shift in telecommunications, it’s not just about embracing new technology—it’s about preserving the vital connections that traditional landlines have long provided.
For more information on preparing for the switch, visit Zen Internet.
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