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Landline Moving to Digital: What Changes
Landlines are moving to digital technology, which runs through your broadband router. BT plans to retire its old network by 31 January 2027. Digital landlines do not work in a power cut without battery back-up; if you rely on your landline and have no working mobile, your provider must offer a free back-up lasting at least an hour. Tell your provider about any care alarm before the switch.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
What Changes
The Switch
Your digital landline runs over broadband: the phone plugs into your router. Some customers need new equipment (router, adaptor or handset), which the provider should explain and arrange. You can usually keep your number. BT plans to retire its old network by 31 January 2027. source
Power Cuts and Telecare
Digital landlines need mains electricity. If you depend on your landline and have no working mobile or reliable signal, your provider must offer you a free back-up solution lasting at least one hour. Care alarms or telecare devices might not work properly: tell your provider and device supplier first; the provider can pause the change until a safe solution is in place. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 31 Jan 2027BT old network retirementPlanned date
Steps to Take
Step 1 of 5
Wait for your provider to contact you, and do not pay anyone who calls out of the blue about the switch.
Step 2 of 5
Tell your provider if you have a care alarm or telecare device.
Step 3 of 5
Ask for free battery back-up if you rely on your landline.
Step 4 of 5
Plug your phone into the router when told.
Step 5 of 5
If something goes wrong, complain, then use your provider's ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Good to Know
Small things that make your complaint stronger.
Scammers use the switch as an excuse to call: hang up and call your provider on its official number.
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/landline-phones/future-of-landline-calls Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026