The UK’s copper landline network is being retired and moving to digital landlines, providing a safer, more reliable service ahead of the industry‑wide switchover in January 2027. In the final year of the nationwide upgrade, BT is reminding customers that support is available and that failing to respond to messages may result in disruption to their phone or broadband services as the switchover deadline approaches.
New BT research shows 63% of UK adults regularly delay essential tasks, even when they’re reminded. Nearly a third admit they’ve ignored messages from service providers, often assuming things will just carry on as normal.
Delaying taking action or not responding to messages from their provider has real consequences. Three in ten people have missed a deadline for essential tasks, with late fees, rebooking and increased payments among the most common outcomes. And 77% of those who missed a deadline said they wished they’d had a more “do it now” attitude.
Why this matters now
Over three million UK households have already made the switch to a digital landline, benefitting from enhanced features, including call protect which has blocked more than 91 million scam and spam attempts in the last year alone.
Landlines are here to stay but it’s important to respond when your landline provider gets in touch to keep the services you rely on running smoothly.
For most people, the switch is straightforward. It can be as simple as plugging your phone into your broadband router instead of the wall socket. If you don’t have broadband, don’t worry. BT provide a dedicated landline service, allowing customers to use their landline in the same way they do today.
Ignoring messages from your provider may result in disruption to the phone or broadband services people rely on every day. When your landline provider gets in touch, you’ll be guided through what to do, with clear information and time to prepare.
BT is here to help
Changes like this can feel uncertain, particularly for older customers or customers with additional needs. BT is committed to protecting customers and making sure no one is left behind as the switchover enters its final phase.
Additional support is available including free in-home engineer visits and provision of powered backup solutions to help customers make calls and stay connected during power cuts.
The switch to Digital does not cost a penny, unless you’ve chosen to upgrade to Digital Voice while recontracting your home broadband plan, you’ll keep the same number and over 99% of handsets are compatible. You’ll receive at least four weeks’ notice to complete the switch.
Take action when it matters
You don’t need to do anything until you’re contacted directly by BT or your provider. Here are 4 simple things to know about the final phase of the switch:
- Respond promptly when contacted to avoid risk of disruption to your services
- Visit BT’s Connected Together site for further information and support, including registering for extra support
- Call BT’s customer care team on 0330 1234 150if you have questions or need help ahead of the switch
- Talk to a relative, friend, or neighbour who might benefit from knowing about the change
Taking action when contacted by BT or your provider will help make sure your service continues without interruption and you stay connected to the people and services that matter most.
BT are with you every step of the way.