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Telephone Digital Switchover – what does it mean and how to prepare

  • Area of Work: The ALLIANCE
  • Type: News Item
  • Published: 22nd August 2024
A series of phones showing different screen savers.

BT and the Digital Citizen Panel produce an ALLIANCE Live podcast to share information and support vulnerable groups.

The switchover of the UK’s telephone lines to digital is underway with the whole landline telephone network being decommissioned and upgraded to digital by January 2027. It’s described as a ‘once in a generation upgrade’ which will connect everyone now and into the future with a “more resilient, sustainable and energy-efficient” digital phone service.

For most customers, the upgrade will be as simple as connecting your home phone handset to a router rather than the phone socket on the wall. But some customers will have additional needs to maintain a service, particularly if they: are elderly/landline only/have no network coverage/use technology enabled care at home.

In Scotland the switchover was launched in July 2024 and the ALLIANCE’s Digital Citizen Panel (DCP) engaged with BT’s Customer Engagement Manager, Sodhi Dhillon to learn more about how telephone service providers are promoting the switchover and supporting vulnerable customers to make the transition smoothly.

Members of the DCP: Dr Caroline Gould, Alex Barker and Geraldine Ward, along with Sodhi created an ALLIANCE Live podcast to discuss some aspects relating to their needs including: what happens in the event of a power cut, particularly in a rural area?; what engineering support will be available/from whom? and; how to access battery back up units/other solutions adapted to customers’ needs.

Watch the full video here:

Regardless of your telephone service provider the ALLIANCE is encouraging members to apply for priority customer service to ensure you receive the right equipment and technical help during the transition.

Some benefits of moving to the digital platform include:

  • Keeping the same number, minimising impact on the customer
  • 99% of phones will work on the Digital Voice platform
  • Enhanced scam protect features, protecting customers from fraud
  • Crystal clear call quality
  • 3-way calling, connecting people with multiple family members or friends

For more information on the digital switchover:

Upgrading landlines to digital technology – what you need to know – Ofcom

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