Digital voice and the PSTN switch-off in January 2027: what happens to your UK landline and what to do before the migration

Why the UK PSTN switch-off matters

The PSTN switch-off scheduled for 31 January 2027 is the largest single change to UK home phone service in living memory. Understanding why it is happening, what is being switched off, and what is staying the same is the foundation for understanding the practical implications for UK households.

First, the underlying technology is end-of-life. The Public Switched Telephone Network (PSTN) is the legacy copper voice network that has carried UK home phone calls for many decades. The infrastructure (the copper wires, the local exchanges, the trunk switches) was originally designed for analogue voice service and has been progressively upgraded over decades but remains fundamentally analogue at the customer-facing edge. Many of the components are no longer manufactured; spares and replacement parts are increasingly difficult to source; the engineers with the skills to maintain the old equipment are retiring; the infrastructure is becoming uneconomic to maintain. The PSTN switch-off is BT and Openreach's industry-led decision to retire the legacy infrastructure and move all UK voice services to modern digital protocols routed over the internet.

Second, the migration target is digital voice (VoIP). Voice services are not being abandoned; they are being moved to digital protocols using the same broadband infrastructure that carries internet traffic. The new service is functionally similar to the old one from the customer's perspective (same phone number, similar call experience, similar billing) but technically very different (digital encoding rather than analogue voice, packet-switched transmission rather than circuit-switched). The change is invisible for most customers in most circumstances; the change is consequential for customers with line-dependent equipment.

Third, the timeline is firm. 31 January 2027 is the published switch-off date. Openreach has publicly committed to this date as the cessation of new PSTN voice service ordering and the date by which all existing PSTN voice service is migrated to digital alternatives. The date has held firm through industry consultation, customer advocacy review, and regulatory engagement. Earlier targeted dates of 2025 were extended; further extensions of the January 2027 date are not currently anticipated although the BT Digital Voice rollout pause of 2023 demonstrates that material safety concerns can change the pace of customer-facing migration even if the underlying switch-off date is unchanged.

Fourth, the customer-facing migration is broadband-retailer-led. Each broadband retailer is responsible for migrating its own customer base from PSTN voice service to its digital voice product. The retailer schedules the migration date for each customer, communicates the migration to the customer, supplies any required equipment (replacement router with digital voice capability, free battery backup unit for vulnerable customers), and handles any post-migration customer service issues. Different retailers are at different stages of their customer-facing migration through 2026; some have largely completed migration of their PSTN base, others are still in earlier stages.

Fifth, the regulatory framework is robust. Ofcom has published guidance on the digital voice migration including specific protections for vulnerable customers. Ofcom General Conditions C5 sets vulnerable consumer protections. The BT Digital Voice rollout pause of 2023 and the strengthened safeguards adopted for the 2024 resumption establish industry baseline practice. The Ofcom Virgin Media £23.8 million fine of December 2025 demonstrates that the regulator is actively enforcing protections. The framework supports vulnerable customers materially better in 2026 than it did in 2022.

The cumulative effect is that the PSTN switch-off is well-managed for most UK households in 2026 when the standard processes are followed. The customers most affected (vulnerable households with care alarms, monitored security alarms, lift emergency phones) are the focus of the strongest protections and benefit from engaging with the proper routes.

What digital voice is, in plain terms

Digital voice is the UK industry term for what was historically called Voice over IP (VoIP): a phone service that uses internet-style protocols to carry calls instead of the legacy analogue copper voice signalling. The branding varies by retailer (BT Digital Voice, Sky Talk, Virgin Media voice, Vodafone Pro Broadband voice, EE Voice, TalkTalk Voice, Plusnet voice) but the underlying technology is broadly the same.

How it works in practice for the customer. Your existing phone handset (in most cases) plugs into the broadband router via a phone-style connector instead of into a wall phone socket. When you make a call, the router converts your voice into digital data and transmits it over the broadband connection to the retailer's voice service infrastructure; the call is then routed to the destination using internet-style protocols. When someone calls you, the reverse happens: the call arrives at the retailer's infrastructure, is routed to your router over the broadband connection, and the router converts the digital audio back into the analogue signal your handset uses.

What is technically different from copper voice. The signalling protocol is different (Session Initiation Protocol or SIP rather than the legacy analogue tone signalling). The voice encoding is different (digital codec rather than continuous analogue waveform). The transmission medium is different (broadband data rather than dedicated voice wires). The dependence model is different (the service depends on the broadband router and the broadband connection working, rather than on the copper voice line working independently). The power model is different (the router needs mains power to work; copper voice was line-powered from the local exchange). These technical differences underlie why the migration matters for line-dependent equipment that uses the legacy signalling.

What stays the same from the customer's perspective. Your phone number stays the same. Your handset usually stays the same. Your call experience is broadly similar. Your billing arrangement stays similar. Your call quality is generally similar or better (digital voice has higher voice quality than copper voice in most circumstances).

The "analogue telephone adapter" (ATA) variant. Some retailers offer a digital voice product that uses an analogue telephone adapter (ATA) to keep the customer's existing phone setup working through the migration. In this configuration, the customer's phone plugs into an ATA which then connects to the broadband router; the ATA converts between the analogue phone signalling and the digital voice protocols transparently. This is useful for customers with multiple analogue phones distributed around the home where re-running cable to the router is impractical; the ATA can sit at the original wall socket and serve all the existing analogue phone wiring as if the copper voice line were still there.

The honest framing on technical complexity. Digital voice is functionally similar to copper voice from the customer's perspective in most circumstances. The technical complexity sits in the retailer's infrastructure and in the migration process; from the customer's perspective the change is largely invisible until something goes wrong (power cut, router failure, line-dependent equipment compatibility issue). Most UK households will find the migration is a non-event handled by the broadband retailer with little customer effort required.

Every major UK retailer's digital voice product in 2026

Each major UK broadband retailer has its own branded digital voice product. Understanding the specifics for your retailer helps you plan for the migration and engage productively with the retailer's customer service team.

Altnet retailers (Hyperoptic, Community Fibre, YouFibre, Gigaclear, Zen, Cuckoo, BeFibre, Brsk, Toob, 4th Utility, Fibrus, Ogi, Quickline, Truespeed, WightFibre, Zzoomm, plus others) have varying digital voice product approaches. Some bundle voice with their broadband (similar to the major retailers); some offer voice as a separate add-on; some offer broadband-only and refer customers to a third-party VoIP provider for voice service if needed. For altnet customers, contact the retailer directly to confirm the specific digital voice product available and the migration approach for households moving from PSTN voice on a previous retailer.

Important note for households still on PSTN voice with a major retailer: if you receive a migration notification from your retailer, engage with it. Do not ignore the notification or assume "I will deal with it later"; the migration date is firm and post-migration changes are harder to manage than pre-migration discussions. Most retailer pre-migration calls are useful and short; engagement is rewarded with more flexibility around any specific concerns.

Why the PSTN switch-off matters for UK households

The PSTN switch-off scheduled for 31 January 2027 is the largest single change to UK home phone service in living memory. Understanding why it is happening and what it actually changes helps make sound decisions about your specific situation.

What is being switched off, in plain terms. The Public Switched Telephone Network (PSTN) is the legacy copper voice network operated primarily by Openreach (BT Group's network division) that has carried home phone calls since the early 20th century. It uses pairs of copper wires running from your home to the local exchange, and analogue or partially-digital signalling between exchanges. The technology is genuinely old; many components are no longer manufactured; spare parts are increasingly difficult to source; engineers trained on the underlying technology are retiring without replacement.

What is replacing it. Digital voice products (Voice over Internet Protocol, or VoIP) routed through your broadband router. These products send voice calls as data packets over the internet rather than as analogue signals over copper voice lines. The technology is mature, widely used commercially for over two decades, and the basis of most business phone systems globally. Major UK retailer products include BT Digital Voice, Sky Talk over fibre, Virgin Media voice, EE Digital Voice, and equivalents from TalkTalk, Vodafone, Plusnet, and altnet retailers.

Why this is a bigger deal than ordinary technology change. Five practical considerations. First, the migration touches an estimated 14 million UK households who still have copper voice services in 2026. Second, the affected population is disproportionately older or vulnerable. Third, the migration interacts with safety-critical devices including care alarms, telecare pendants, fall detectors, monitored security alarms, and lift emergency phones in flats. Fourth, the migration changes power-cut behaviour materially. Fifth, the regulatory framework around vulnerable customer protections has been actively contested through the rollout, with BT pausing in 2023 and Ofcom imposing a £23.8 million fine on Virgin Media in December 2025 specifically over inadequate handling.

The good news for 2026 households. The migration is now well-supported. The BT Digital Voice rollout pause of 2023 produced strengthened safeguards (pre-migration calls with vulnerable-customer specialists, free battery backup units, care alarm provider engagement, "do not migrate" hold for vulnerable customers without confirmed alarm compatibility) that have been adopted across the major UK retailers. The Ofcom fine on Virgin Media has materially improved retailer practice. Free help routes (Age UK 0800 678 1602, Citizens Advice, local authority adult social care, the Communications Ombudsman or CISAS for unresolved complaints) are well-established.

The honest framing on what is changing. Most households notice three practical changes. First, the phone now plugs into the broadband router (or a digital telephone adapter connected to the router) rather than into a wall phone socket; this is a one-time wiring change handled during the migration. Second, calls work only when the broadband router has power; this is the power-cut behaviour change that warrants attention for vulnerable users. Third, some older line-dependent devices may need upgrading or replacing; this is the care alarm consideration discussed in detail below. Beyond those three changes, the service continues working with the same phone number, the same call charges (often actually cheaper because UK landline calls are typically included free in digital voice plans), and the same voicemail and call features.

What digital voice actually is, in plain terms

Stripped of the marketing language, digital voice is a phone service that uses your broadband connection to send and receive calls. Understanding the basics helps make sense of why it behaves slightly differently from the old copper landline.

How a copper landline works (the old way). Your phone plugs into a wall socket connected by copper wire pair to your local exchange. When you make a call, your phone signals the exchange via tones and voltage changes; the exchange routes the call through the wider PSTN to the destination. The phone draws a small amount of electrical power from the exchange itself rather than from your home mains; this is why old corded phones worked during power cuts.

How digital voice works (the new way). Your phone plugs into the broadband router, either via a phone-shaped port on the back of the router (most modern UK retailer routers have this) or via a digital telephone adapter that converts standard phone signalling to network packets. When you make a call, the router converts your voice into digital data packets and sends them over the internet to the retailer's voice platform; the platform routes the call to the destination. Voice quality is typically as good as or better than copper voice (especially for international calls).

What you actually need to know. Five practical facts. First, the phone you currently have on your wall socket will continue to work; you typically do not need a new phone, just a new socket location (the router rather than the wall). Second, the phone number stays the same; number porting is automatic during the migration. Third, your existing voicemail, call divert, caller ID, and other features carry across to digital voice. Fourth, calls within the UK to landlines and mobiles are typically included free in digital voice plans where the old copper plan charged separately. Fifth, the dependence on broadband (and therefore on broadband router power) is the genuine functional change that warrants attention for emergency calling and care alarm scenarios.

What digital voice is not. Digital voice is not Skype, WhatsApp calling, FaceTime audio, or any over-the-top app-based calling service. It is a regulated UK telephony service supplied by your broadband retailer that uses VoIP technology under the hood but provides the same regulatory protections (universal service obligation where applicable, 999 emergency calling, number portability, ombudsman scheme membership) as the old copper landline.

The 31 January 2027 deadline and the migration timeline

The hard deadline. 31 January 2027 is the date Openreach has set for the cessation of the PSTN voice signalling and switching infrastructure. After this date, copper voice service is unavailable; any household still on copper voice at this date loses their phone service. This is a non-negotiable industry-wide deadline; individual retailers cannot extend it because the underlying network they rely on will no longer exist.

What the deadline does and does not mean for individual households. The deadline does mean that every UK household with home phone service must be migrated to digital voice (or to a different service such as mobile-only or broadband-only) by then. The deadline does not mean every household will be migrated on or near 31 January 2027; in practice, retailers are migrating customers continuously through 2026 and into early 2027 as their migration programmes reach each customer.

The typical migration timeline for individual households. Most UK households on copper voice are migrated between mid-2026 and end-2026; a smaller cohort is migrated in early January 2027 for stragglers. The pre-migration sequence is broadly: 60 to 90 days before migration, the retailer sends initial communication; 30 to 60 days before migration, the retailer sends specific equipment and offers a pre-migration call for vulnerable customers; 7 to 14 days before migration, the retailer sends a final reminder; on the migration day, the new equipment becomes active; 1 to 7 days after migration, the retailer follows up to handle any teething issues.

What happens if a household ignores the migration. Practical answer: the migration happens anyway. The retailer migrates all customers in their programme regardless of customer engagement; non-engagement does not cause the migration to fail, it just means the customer has not had the benefit of the pre-migration support. The risk of non-engagement is concentrated in households with care alarms or other line-dependent devices; for those, the retailer's "do not migrate" hold for vulnerable customers requires the customer to engage with the pre-migration call.

The Openreach SOTAP framework context. SOTAP (Single Order Transitional Access Product) is Openreach's wholesale framework that allows retailers to provide broadband over copper without active voice service. This is the technical mechanism that enables broadband-only deals during the migration period and ensures broadband over copper continues working after the PSTN switch-off; FTTC broadband does not depend on PSTN voice signalling once SOTAP is in place. You do not need to know SOTAP details as a customer; the framework operates wholesale-side without customer involvement.

The two paths through migration: with-voice or broadband-only

Every UK household currently on copper voice service has a choice during the migration window: migrate to digital voice (Path A) or switch to broadband-only without voice service (Path B).

Path A: migrate to digital voice. The default route. Your retailer migrates your existing voice service to their digital voice product; you keep the same phone number, the same voicemail, the same call features. The migration includes any equipment changes (new router with phone port or a digital telephone adapter) and is typically arranged at no extra equipment cost. The ongoing monthly cost is similar to or slightly lower than the equivalent copper voice service.

Path B: switch to broadband-only. The opt-out route. You explicitly choose broadband-only and decline the digital voice service; your retailer cancels the voice component and provides broadband-only service. Your old phone number is released (you cannot keep a UK landline number without an active landline service); you handle voice through mobile, VoIP apps, or a separate VoIP service. This path saves money (typical £5 to £10 monthly difference between voice-included and broadband-only deals).

The decision factors for individual households. Use a home phone regularly: Path A. Have line-dependent devices that need a UK landline phone number: Path A typically. Use mobile only and the home phone has not been answered in months: Path B. Want to save £5 to £10 per month and willing to handle the phone number release: Path B. Have a vulnerable household member dependent on the home phone for emergency calling: Path A typically (with free battery backup unit added). Live in an area with poor mobile signal where a working home phone is the reliable emergency call route: Path A.

The phone number consideration. If you have had your UK landline number for many years and it is widely shared with friends, family, services, and historical records, the migration is the wrong moment to give up the number. Path A preserves the number; Path B releases it permanently. Where the number has emotional or practical value, Path A is the safer choice even if you rarely use the home phone in 2026.

The hybrid consideration: digital voice with mobile fallback. Some households take Path A but use a mobile phone as the primary phone, with the digital voice service essentially as a number-keeping mechanism. This is a valid hybrid; you pay for the digital voice service, you keep the number, but you do not actively use the digital voice phone. This works well for households that want the safety net of having the landline number available without actively using the home phone day-to-day.

The 2026 migration timeline and what to expect

Most UK households will be migrated to digital voice through 2026 and into early 2027 as their broadband retailer reaches them in the migration programme. Understanding the typical sequence helps you plan and engage with the retailer constructively.

Stage 1: initial notification (typically 90-180 days before migration date). The retailer sends a letter or email notifying you that your home phone service will migrate to digital voice in the coming months. The notification typically includes the planned migration date (or window), what equipment changes are expected, and any specific guidance for your circumstances. For vulnerable customers identified on the retailer's vulnerable customer programme, the notification triggers the pre-migration specialist call. Action: read the notification carefully; note the date; if you have any line-dependent equipment, contact the retailer's customer service team immediately to flag this and request the vulnerable customer programme protections.

Stage 2: pre-migration call (typically 30-90 days before migration date for vulnerable customers). A vulnerable-customer specialist from the retailer calls to walk through the migration in detail. The call covers: what is changing, what equipment will be supplied (replacement router with digital voice capability, free battery backup unit if applicable), any specific arrangements for your circumstances (care alarm engagement, adapted communications, flexible payment), expected migration date confirmation, post-migration support arrangements. Action: engage with the call constructively; raise any specific concerns; request confirmation of arrangements in writing where helpful.

Stage 3: equipment dispatch (typically 7-30 days before migration date). The retailer dispatches the replacement router (if needed; some customers already have digital-voice-capable routers) and the free battery backup unit (if applicable). Equipment arrives by courier or post; some retailers offer engineer-installed setup as part of vulnerable customer support. Action: receive the equipment; check it matches what was discussed; do not install it yet (the retailer typically activates digital voice service on the migration date itself, not when the equipment arrives).

Stage 4: migration day (the planned date). The retailer activates digital voice service. You may receive a text or call confirming the activation. In most cases the changeover is seamless and happens automatically; some setups require you to plug your phone into the router for the first time. Action: install the equipment per the retailer's instructions; test your phone (try making a call to a mobile or another number); test any care alarm or other line-dependent equipment immediately; confirm everything is working before the engineer or customer service representative leaves.

Stage 5: post-migration period (first 30 days). The retailer typically maintains heightened customer service availability for the first 30 days after migration. This is the period when any issues with the new setup tend to surface. Action: report any issues immediately; do not assume issues will resolve themselves; for vulnerable customers maintain alternative emergency contact options (charged mobile phone) until the new setup is verified working.

What if you have not received any notification yet. Some retailers are still in earlier stages of their customer-facing migration through 2026. If you have a copper voice service and have not yet received a migration notification, you may simply not have been scheduled yet; the retailer is working through their customer base in batches. Where you want to be migrated sooner (e.g. you are switching broadband and the new retailer requires digital voice), contact your current retailer's customer service to ask about the migration timeline for your account. Where you have specific concerns about being unprepared, register on the vulnerable customer programme proactively rather than waiting.

What if your migration date has been delayed. The "do not migrate" hold for vulnerable customers without confirmed alarm compatibility is a legitimate protection that can extend the migration date. Some households have had migration dates extended multiple times pending alarm upgrades or other issues being resolved. This is the framework working correctly; do not rush to remove the hold. The 31 January 2027 PSTN switch-off date is the absolute deadline; before then, holds and extensions are appropriate where genuine concerns exist.

What actually changes for UK households at home

For most UK households the day-to-day change after digital voice migration is small. Understanding the specific changes helps set realistic expectations and identify any specific issues to plan for.

Change 1: where the phone plugs in. Before migration, the phone plugs into a wall phone socket (typically a master socket in the hallway or under the stairs). After migration, the phone plugs into the broadband router. For households with a single phone in a single location near the router, this is a minor change. For households with multiple phones distributed around the property using the existing internal phone wiring, this is more significant; the analogue telephone adapter (ATA) configuration described above can preserve the existing distributed wiring through the migration.

Change 2: power dependence. Before migration, the copper voice line was powered from the local exchange; the phone worked during a household power cut (with a corded phone; cordless phones with their own base unit needed mains power). After migration, the phone works through the broadband router which needs mains power; during a household power cut the phone does not work without battery backup. Free battery backup units (BBUs) for vulnerable customers provide 1-4 hours of standby power; a charged mobile phone is the universal fallback for emergency calls.

Change 3: call quality. Digital voice typically has higher call quality than copper voice in most circumstances; the digital codec preserves more of the audio detail. Some customers report subjective improvement in clarity (especially HD voice on calls between two digital voice customers). Some customers report perceived issues (echo, delay, choppy audio) which usually trace to specific configuration issues at the router or the home network rather than to digital voice itself; these are typically resolved through retailer customer service.

Change 4: line testing and faults. Before migration, a copper voice line could be tested by Openreach engineers using line-monitoring equipment; faults were diagnosed and repaired in the copper infrastructure. After migration, line testing happens differently (router connectivity tests, retailer voice service availability checks); faults are diagnosed through retailer customer service and the retailer's voice infrastructure. In practice this is invisible to most customers; the retailer customer service handles it.

Change 5: equipment lifecycle. Before migration, the wall phone socket was a fixed installation; some customers had their socket installed decades ago and never changed it. After migration, the broadband router is the active equipment; routers typically have a 5-7 year lifecycle and may be replaced as part of regular retailer service updates. This is not a significant disruption; it is comparable to other regular broadband router updates.

Change 6: broadband and voice are now coupled. Before migration, broadband and voice could be ordered independently; some customers had broadband from one retailer and voice from another. After migration, voice is delivered as part of the broadband service; if you switch broadband retailers, your voice service moves with the broadband. This is administratively simpler in most cases (single retailer, single bill) but can be a consideration for customers who specifically wanted to separate the two services.

Change 7: international calling and add-ons. Before migration, international calling on copper voice was relatively expensive per minute; many customers used calling cards or third-party VoIP services for international calls. After migration, digital voice typically includes more generous calling allowances (some retailers include unlimited UK landline and mobile calls; some include international destinations); the cost picture for international calling generally improves. Check the specific tariff details for your retailer.

BT Digital Voice rollout pause 2023 and the strengthened 2024 safeguards

The history of the BT Digital Voice rollout is genuinely useful context for the digital voice migration in 2026 because it informs why the protections are stronger now than the early years of the migration suggested. In April 2023 BT paused its Digital Voice rollout for several months specifically to address concerns about vulnerable customer migrations; the pause and subsequent strengthened safeguards shape the 2026 environment.

What happened in 2023. BT had been rolling out Digital Voice (its VoIP product replacing copper voice service) at increasing pace through 2022 into early 2023. Reports emerged in the press and from third-sector organisations of vulnerable customer migrations going badly. Specific issues reported included: customers without warning who could not make calls after migration; care alarm dependencies that had not been identified or addressed leading to alarms that did not work post-migration; rural customers losing service during power cuts without battery backup units being provided in advance; communications mismatched to customer needs (correspondence in standard print to customers requiring large-print or braille). The Telegraph and other UK national press covered specific cases. The TSA (Technology Enabled Care Services Association) and Age UK raised concerns publicly. In April 2023 BT paused the rollout pending a comprehensive review of the vulnerable customer protections.

What strengthened safeguards emerged for the 2024 resumption. Pre-migration calls to vulnerable customers became standard rather than optional, with a vulnerable-customer specialist walking through what was changing and what the customer needed to do. Free battery backup units became the standard offer to vulnerable customers rather than a paid optional extra. Care alarm provider engagement became part of the pre-migration assessment process; BT now actively asks customers about telecare and care alarm dependencies and arranges upgrades or workarounds where needed. The "do not migrate" hold for vulnerable customers without confirmed alarm compatibility became standard policy; the broadband migration is paused until the alarm is verified. BT published the BT Care of Vulnerable Customers Programme detailing the protections. Other major UK retailers adopted similar approaches over 2024. Ofcom updated guidance on vulnerable customer protections during the migration.

What this means for 2026. The protections work better than they did in 2022 to early 2023. Used correctly (with vulnerable customer registration in place, with care alarm dependencies identified and addressed in advance, with adapted communications requested), the digital voice migration is now a well-handled process for UK telecare households. The honest framing: the protections are real but they require activation; family helpers and care teams usefully facilitate that activation. The cumulative effect is that the migration is materially safer for vulnerable customers in 2026 than it was in 2022.

The continuing challenges. Despite the strengthened safeguards, gaps remain. Not every vulnerable customer is identified and registered. Not every retailer applies the protections consistently across their customer base. Customer service teams sometimes lack the specific training to handle complex telecare-related migrations. These ongoing challenges are why engagement with the proper routes (vulnerable customer programme registration, care alarm provider conversation, family helper involvement) matters even in the more protective 2026 framework.

Ofcom Virgin Media £23.8M fine and what it means

In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migration during the digital voice rollout. This is the largest Ofcom enforcement action of recent years specifically targeting digital voice migration handling and warrants detailed understanding because it shapes retailer behaviour across the UK industry in 2026.

What Ofcom found. The Ofcom enforcement decision identified specific failings in Virgin Media's vulnerable customer migration handling including: cases where vulnerable customers were not adequately identified and were migrated without the strengthened protections that should have applied to them; cases where care alarm dependencies were not properly assessed before migration; cases where customers experienced service interruption that affected their ability to make emergency calls; and cases where the protections that should have applied (pre-migration calls, free battery backup units, adapted communications) were not delivered consistently. The decision was not about isolated incidents but about pattern-level failure to apply the strengthened protections that the 2024 safeguards established as industry baseline.

Why £23.8 million matters. This is a meaningful financial penalty that demonstrates regulatory intent. Ofcom enforcement decisions of this scale are not routine; they typically reflect serious or repeated failure to meet regulatory expectations. The fine is not a passing reputational concern for Virgin Media; it is a material financial cost that drives investment in fixing the underlying handling issues. Across the UK industry, the fine has had a deterrent effect on similar patterns at other retailers; vulnerable customer migration handling has materially improved across the major retailers in early 2026 partly in response.

What this means for Virgin Media customers in 2026. The retailer has materially strengthened its vulnerable customer migration practice following the December 2025 fine. Pre-migration calls are now consistently delivered. Care alarm dependencies are actively assessed. Free battery backup unit provision is now consistent across the eligible customer base. Adapted communications are reliably available. Virgin Media customers entering the digital voice migration in 2026 should expect the protections to work; where they do not, escalation has real teeth (the Ofcom enforcement framework supports follow-up enforcement against any retailer with continuing pattern failures).

What this means for customers of other UK retailers in 2026. The fine has had a deterrent effect across the industry. Other major UK retailers have reviewed their own vulnerable customer migration handling and tightened practice in response. This is the regulator's intended effect; enforcement at one retailer drives improvement across the sector. In 2026, the protections work materially better at all major UK retailers than they did at the start of the migration, partly because of this enforcement context.

What if your retailer's protections do not work for you. Despite the strengthened framework, individual experiences can still go wrong. Where the protections that should apply to your migration are not delivered, escalate. First, raise the issue with the retailer's vulnerable customer team (the dedicated team, not the standard customer service queue). Second, if not resolved, invoke the retailer's formal complaints process; this triggers a more senior review. Third, after 8 weeks of unresolved complaint, take the matter to the Communications Ombudsman or CISAS depending on which scheme your retailer uses. Fourth, persistent or pattern issues can be reported to Ofcom directly. The post-2025 enforcement context means these escalation routes have real teeth.

The BT Digital Voice journey 2022 to 2026 and what it means

The history of BT's Digital Voice rollout shapes the protections that exist in 2026. Understanding what went wrong and what has been fixed helps make sound decisions about engagement with the migration.

Phase 1: aggressive rollout 2022 to early 2023. BT had been rolling out Digital Voice at increasing pace through 2022 into early 2023 across selected exchanges. The rollout had visible problems. Vulnerable customers were migrated without adequate warning. Care alarm dependencies were not identified pre-migration, leading to alarms that did not work post-migration. Rural customers lost service during power cuts because battery backup units had not been provided in advance. Communications were not adapted to customer needs. The Telegraph and other UK national press covered specific cases; the TSA (Technology Enabled Care Services Association) and Age UK raised concerns publicly.

Phase 2: pause and review (April 2023 to early 2024). In April 2023 BT paused the rollout pending a comprehensive review of vulnerable customer protections. The pause was substantial: a months-long stop while BT, Ofcom, Age UK, the TSA, and other stakeholders worked through what had gone wrong and what needed to be fixed.

Phase 3: strengthened safeguards and 2024 resumption. When the rollout resumed, the protections were materially stronger. Pre-migration calls to vulnerable customers became standard rather than optional; vulnerable-customer specialists walk through what is changing and what the customer needs to do. Free battery backup units became the standard offer to vulnerable customers rather than a paid optional extra. Care alarm provider engagement became part of the pre-migration assessment process; BT now actively asks customers about telecare and care alarm dependencies and arranges upgrades or workarounds where needed. The "do not migrate" hold for vulnerable customers without confirmed alarm compatibility became standard policy. BT published the BT Care of Vulnerable Customers Programme.

Phase 4: industry adoption (2024 to 2026). Other major UK retailers adopted similar approaches following BT's example. Sky, Virgin Media O2, EE (within BT Group), TalkTalk, Vodafone, and Plusnet (within BT Group) all developed equivalent vulnerable customer protections. Ofcom updated guidance on vulnerable customer protections during the migration. In December 2025 Ofcom imposed a £23.8 million fine on Virgin Media specifically over inadequate handling of vulnerable customer migration; this fine has materially improved retailer practice across the industry.

What this means for 2026 households. The protections work. Used correctly (with vulnerable customer registration in place, with care alarm dependencies identified and addressed in advance, with adapted communications requested), the digital voice migration is now a well-handled process. Three things to do. First, register on the vulnerable customer programme. Second, engage with the pre-migration call when offered. Third, escalate via the formal routes (retailer complaints team, Communications Ombudsman or CISAS after 8 weeks) if any specific issue is not resolved.

Major UK retailer digital voice products in 2026

Each major UK retailer operates a digital voice product with broadly similar functionality but specific naming and service detail.

The functional difference between these products is small at the customer experience level; all support the same UK number portability, the same voicemail and call divert features, the same 999 emergency calling, and the same broadband-router-dependent operation. The differences are mainly in customer service detail rather than in the underlying telephony service.

Altnet retailers (FullFibre, CityFibre, YouFibre, Hyperoptic, Community Fibre, and similar). Altnet retailers typically offer broadband-only deals without a bundled voice service in many cases, or offer optional VoIP add-ons. For households on altnet broadband, the digital voice question may not arise directly because the altnet does not supply a voice service; the household's voice service (if any) is from a separate provider. The PSTN switch-off still affects households on altnet broadband if they have a separate copper voice service.

Free battery backup units and how they work

What a BBU is. A small device similar in size to the broadband router itself that sits next to the router and provides standby power during a mains power cut. Typical specifications: 1 to 4 hours of standby power for the router and any digital voice products plugged into it; automatic transition from mains to battery on power cut detection; visible indicator showing charge state and standby ready; rechargeable from mains when power is restored.

Eligibility for a free BBU. Major UK retailers provide BBUs free to vulnerable customers as part of the digital voice migration. Eligibility is broadly: registration on the retailer's vulnerable customer programme, plus dependence on the home phone for emergency calling. Specific situations that qualify: telecare or care alarm dependence on the line, single-occupancy older household, no mobile coverage at the property, certain disability or age-related vulnerabilities, certain health conditions where home phone reliability matters.

How to request a free BBU. Process: call the retailer's main customer service number; ask specifically to be added to the vulnerable customer register or accessibility programme; ask explicitly about eligibility for a free battery backup unit; where eligible, the BBU is dispatched alongside the digital voice equipment during the migration. Whole process typically takes 5 to 10 minutes. Family helpers can request a BBU on behalf of a vulnerable household member with consent during the same call.

The limits of BBUs. Three honest considerations. First, BBUs cover power cuts only (1 to 4 hours typically); they do not cover broadband outages caused by router faults, internet service problems, or wider network issues. Second, BBU runtime is limited; longer power cuts (more than 4 hours) leave the router and digital voice product without power. Third, BBUs require the broadband infrastructure to be working at the property level; if an Openreach cabinet or local exchange loses power, individual property-level BBUs do not help.

Mobile phones as the universal fallback. Regardless of BBU coverage, a charged mobile phone with airtime remains the universal emergency calling fallback for any UK household. This applies whether you have digital voice, broadband-only, mobile-only, or any combination. Where the household has a vulnerable user, ensure they have a charged mobile phone reachable and know how to dial 999 from it; this is the most important single safety preparation regardless of any digital voice or BBU specifics.

Beyond the free BBU: third-party UPS units. Households with significant safety-critical equipment may consider an Uninterruptible Power Supply (UPS) covering the broadband router, the digital voice equipment, and other critical devices for longer durations. Domestic UPS units cost £100 to £400 typically and provide 30 minutes to several hours of standby depending on the load. This is over-and-above the free BBU and is appropriate for households with specific resilience needs.

Vulnerable customer programmes across UK retailers

Each major UK retailer operates a vulnerable customer programme with specific protections relevant to the digital voice migration. Registration is free, requires only the household member's consent, and is the gateway to the additional protections.

How to register. Process: call the retailer's main customer service number; ask specifically to be added to the vulnerable customer register or accessibility programme; the retailer asks a few questions about relevant circumstances; registration takes effect immediately. Whole process typically takes 5 to 10 minutes.

Registration does not transfer between retailers. If a household switches broadband retailers, the vulnerable customer registration with the old retailer does not automatically transfer to the new retailer. Action: register again with the new retailer immediately after the switch.

What registration unlocks beyond the migration itself. Vulnerable customer registration provides ongoing protections beyond the digital voice migration: priority repair, priority customer service queue, adapted communications, flexible payment arrangements, and dedicated specialist support routes for complex queries.

Vulnerable customer protections for digital voice migration

Each major UK broadband retailer operates a vulnerable customer programme that provides specific protections during the digital voice migration. Registration is free, requires only the household member's consent, and is the gateway to the additional protections. Where any of the following circumstances apply to anyone in the household, registration is appropriate.

Eligibility for vulnerable customer programmes is broadly inclusive. Common qualifying circumstances include: older adults (typically 65+ but the threshold varies by retailer); adults with physical disability; adults with learning disability or cognitive impairment; adults with long-term health conditions; adults with mental health conditions affecting daily life; adults with sensory impairment (hearing, sight); adults who depend on the home phone for emergency contact (no mobile coverage at the property, single-occupancy older household, telecare alarm dependence); adults experiencing financial hardship; adults experiencing bereavement, recent divorce, or domestic abuse situations. The list is not exhaustive; if any household member would benefit from the additional protections, registration is appropriate.

How to register on the vulnerable customer programme. Process: call the broadband retailer's main customer service number; ask specifically to be added to the vulnerable customer register or accessibility programme; the retailer asks a few questions about relevant circumstances; registration takes effect immediately. Whole process typically takes 5 to 10 minutes. Some retailers ask for confirmation by the household member directly; this is appropriate and easily arranged with consent during the same call. Registration with one retailer does not transfer to another; if the household switches broadband, register again with the new retailer immediately after the switch.

What registration unlocks during the migration. Pre-migration call with a vulnerable-customer specialist 30-90 days before the migration date. Free battery backup unit (BBU) provision. Care alarm provider engagement during the pre-migration assessment. "Do not migrate" hold if alarm compatibility is unconfirmed. Adapted communications including large print, braille, audio, and easy-read formats. Priority customer service queue with shorter wait times and specially trained staff. Flexible payment arrangements where financial circumstances warrant. Priority engineer attendance for repair visits.

Power cuts, battery backup units, and emergency 999 calls

Power cut handling is the single most important practical change after digital voice migration. Understanding the framework is essential for vulnerable households and useful for all UK households.

Why power cuts matter more after migration. The legacy copper voice line was line-powered from the local exchange; even if your home lost mains power, the phone still worked (assuming a corded phone; cordless phones with a base unit needed mains power, but a basic corded phone in the master socket worked through power cuts of any duration). Digital voice depends on the broadband router which needs mains power; when your home loses mains power, the router stops working, the digital voice service stops working, and the home phone cannot make calls. This is the single most consequential operational change after migration.

Battery backup units (BBUs) for vulnerable customers. A battery backup unit is a small device (similar size to the broadband router itself) that sits next to the router and provides standby power during a mains power cut. Typical BBU specifications: 1 to 4 hours of standby power for the router and any digital voice products plugged into it; automatic transition from mains to battery on power cut detection; visible indicator showing charge state and standby ready; rechargeable from mains when power is restored. Major UK retailers provide BBUs free to vulnerable customers as part of the digital voice migration. Eligibility for free BBUs is broadly: registration on the vulnerable customer programme, plus dependence on the home phone for emergency calling.

The limits of BBUs. BBUs cover power cuts only; they do not cover broadband outages caused by router faults, internet service problems, or wider network issues. BBUs cover 1-4 hours typically; longer power cuts (more than 4 hours) leave the router and digital voice product without power. BBUs do not cover the alarm itself if the alarm is IP-connected; an IP-connected alarm with a BBU on the router is protected for the BBU duration only. Mobile-connected alarms have their own batteries (typically 24-48 hours) and are independent of the broadband router; this is why mobile-connected alarms are the more robust option for telecare households. See the care alarm guide for full detail.

Emergency 999 calls during a power cut. The universal fallback is a charged mobile phone. All UK mobile networks are required to carry 999 calls regardless of contract status, regardless of operator (any network can call 999 even if you have no SIM card or no airtime credit). In a household power cut, a charged mobile phone reaches 999 over the mobile network independently of the home broadband or digital voice service. This is why we recommend keeping at least one charged mobile phone reachable in the home; even households that traditionally relied on the home phone for emergency calling benefit from a backup mobile.

Wi-Fi calling as a partial substitute. Modern smartphones support Wi-Fi calling which routes mobile calls over the broadband Wi-Fi network when mobile signal is weak. Wi-Fi calling does not help during a household power cut because the broadband router needs power; if the router has a BBU, Wi-Fi calling works for the BBU duration. Wi-Fi calling is useful for households with weak mobile signal in normal circumstances but does not substitute for a charged mobile phone as the universal emergency fallback.

Households in areas with poor mobile signal. Some rural UK properties and some specific buildings (basement flats, properties with thick walls, properties in mobile signal "shadows") have poor mobile signal that limits the mobile-phone-as-emergency-fallback approach. For these households, the digital voice migration warrants more careful planning. Options include: requesting an extended-duration BBU from the retailer (some retailers can supply higher-capacity BBUs for genuine signal-shadow customers); installing a mobile signal booster (Three Home Signal, EE Signal Box, etc., though these themselves need broadband to work); maintaining a backup landline service from a different operator (rare but possible in some configurations); contacting the local authority or Age UK for advice on alternative emergency contact arrangements. Discuss the specific circumstances with the retailer's vulnerable customer specialist during the pre-migration call.

Care alarms and telecare considerations

Care alarms, telecare pendants, fall detectors, monitored smoke and carbon monoxide alarms, and similar telecare devices are the most safety-critical equipment affected by the digital voice migration. Detailed coverage of telecare considerations is on our dedicated care alarm and telecare guide; this section provides the digital-voice-specific summary.

The fundamental telecare-and-digital-voice consideration. Many older telecare alarms (typically pre-2020) use the analogue copper voice line to call the monitoring centre; these alarms may not work reliably on digital voice. The signalling protocols designed for analogue voice can be distorted or stripped by digital encoding. An alarm that has not been triggered post-migration may not work when actually needed; "we have not noticed a problem" is not a reliable signal. Conservative position: if the alarm was installed before 2020 and has not been upgraded since, treat it as analogue and arrange the upgrade BEFORE the digital voice migration.

Three paths through the digital voice migration for telecare households. Path A: upgrade the alarm to mobile-connected before the digital voice migration. Mobile-connected alarms are independent of broadband and copper voice; they continue to work after migration without any further action. This is the most robust path and is the recommended choice for most UK telecare households. Path B: keep the analogue alarm and verify compatibility with digital voice via an analogue telephone adapter (ATA) at the migration point. This is a less robust path and only works if the specific alarm has been certified compatible by the provider. Path C: upgrade to a TSA Code-of-Practice-compliant digital alarm specifically designed for digital voice operation. Most providers and most local-authority commissioners are choosing Path A as the default for migration of analogue stock.

For council-supplied alarms. Most UK older relatives with a Lifeline-branded alarm received it through a local authority adult social care assessment. In this situation, the local authority manages the alarm migration including the digital migration. Costs are typically borne by the local authority. Action: contact the local authority adult social care team to confirm the migration position; do not initiate a private upgrade of a council-supplied alarm without engaging the council first.

For consumer-direct alarms. Households that bought their alarm directly (Lifeline 24, Taking Care, Buddi, Mindme, similar) typically have an ongoing monthly service contract. Upgrade is typically included in the existing monthly service fee; the provider replaces the equipment as part of their service obligation. Action: contact the consumer-direct provider to confirm the upgrade pathway and any costs.

The "do not migrate" hold. Where the alarm migration has not yet been completed and verified, vulnerable customers can request a "do not migrate" hold from the broadband retailer; this delays the digital voice migration until the alarm is sorted. This is a legitimate protection and is widely available across major UK retailers. Use it where genuine alarm migration concerns exist.

Testing the alarm post-migration. After any digital voice migration, test all line-dependent alarms immediately, at 1-2 weeks, and at 3 months. Use the alarm provider's "test the alarm" function which alerts the monitoring centre with a test signal; the monitoring centre confirms receipt. Where the test fails, contact the alarm provider's helpdesk immediately; do not assume the alarm will start working again on its own. See the dedicated care alarm guide for full troubleshooting detail.

Monitored security alarms and lift emergency phones

Monitored security alarms (intruder alarms with central monitoring) and lift emergency phones in flats are the second category of safety-critical equipment affected by the digital voice migration. Both are commonly overlooked in migration planning because the equipment sits "out of sight"; both warrant specific attention.

Monitored security alarms. Older monitored security alarms use an analogue dialler that calls the Central Monitoring Station (CMS) over the copper voice line. After digital voice migration, the analogue dialler may not work reliably; calls to the CMS may fail to complete or fail to authenticate. Modern alarms use IP signalling (via the home broadband), GSM/mobile signalling (own SIM), or hybrid IP-plus-GSM. Important context: BT Redcare (the dominant UK security alarm signalling service for decades) closed in August 2025 ahead of the PSTN switch-off; households and businesses with BT Redcare have needed to migrate to alternative signalling platforms. If your monitored security alarm uses BT Redcare and has not yet been migrated, this is overdue and warrants urgent attention from the alarm installer. Insurance implication: home insurance policies that require monitored alarms typically specify an industry-standard signalling grade; changing the signalling pathway requires notifying the insurer. Action: contact your alarm installer before any digital voice migration; ask "what signalling pathway does my system use, and is it certified compatible with digital voice or with the post-PSTN environment?" Get the answer in writing.

Lift emergency phones in flats. Building Regulations Part M and lift safety standard BS EN 81-28 require any passenger lift to be fitted with a two-way emergency phone connecting to a 24/7 monitored response service. Many UK lift emergency phones use the copper voice line that runs to the building; these stop working after the PSTN switch-off. The replacement options are GSM (mobile network with own SIM) or IP (using building broadband infrastructure). Whose responsibility: the freeholder, building owner, or building management company is legally responsible for ensuring the lift emergency phone works. Individual flat residents are not directly responsible but are legitimately concerned because their safety depends on the equipment working. Action for residents: contact the freeholder or management company; ask "has the lift emergency phone been migrated to a digital signalling pathway compatible with the PSTN switch-off in January 2027?" Get the answer in writing. Where the freeholder is unresponsive, escalation routes include the local authority building control team and the Housing Ombudsman or First-tier Tribunal as applicable.

Other line-dependent equipment. Beyond care alarms and security alarms, other equipment may use the copper voice line: fax machines (rare in 2026 but still in some home offices and some professional households); older payment terminals (some mixed-use home-and-business properties); older medical monitoring equipment; legacy door entry systems in flats. Audit the home before the digital voice migration; look for any device that connects to a phone wall socket or that has a phone number associated with its operation. Where any such device exists, contact the device provider to confirm digital voice compatibility before the migration. See the care alarm guide for the comprehensive 7-category device taxonomy.

Number porting: what stays the same

One of the most common concerns about the digital voice migration is whether the household's UK landline number can be kept. The honest answer is yes; number porting is preserved through the migration in almost all cases.

How number porting works during digital voice migration. When your retailer migrates your service from copper voice to digital voice, your UK landline number is automatically transferred to the digital voice platform. No customer action is required; the porting happens behind the scenes as part of the migration. Your number works exactly as before from the migration day onward; callers using the old number reach you on the new digital voice service; outgoing calls show the same number as caller ID.

How number porting works when switching retailers. When you switch broadband retailers and want to keep your landline number, the new retailer ports the number from the old retailer as part of the switch. This uses the One Touch Switch process introduced 12 September 2024, which standardised broadband switching across UK retailers. The number port is included in the switch; you do not need to handle it separately.

What you need to do for number porting to work. Practically nothing; the process is automatic. Where retailers have asked customers to pre-confirm the number to be ported, this is to verify the customer's identity and prevent number-porting fraud. Typical pre-confirmation: the retailer sends a one-time PIN to your existing landline (you answer it and confirm) or to your registered email or mobile. This 30-second check protects against unauthorised number porting; once confirmed, the port proceeds automatically.

Numbers that cannot be ported. Two specific edge cases. First, numbers from non-geographic providers may not be portable to digital voice; check with the new retailer whether they support the specific number. Second, numbers in certain area codes have specific porting restrictions due to local exchange limitations; this is rare and your retailer can confirm at the outset. In all standard UK landline number cases, porting works fine.

The deliberate choice to release the number. Households on Path B (broadband-only without digital voice) cannot keep the UK landline number; releasing the number is the inevitable consequence of cancelling voice service. Where this is the deliberate choice, plan ahead: notify any contacts who use the landline number several weeks in advance, update any official records that store the landline (NHS records, bank, utilities, government services). Once the number is released, it cannot be recovered.

Power cut implications for digital voice

The single most consequential functional difference between copper voice and digital voice is power-cut behaviour.

How copper voice behaved during power cuts. The old copper landline drew its power from the local exchange rather than from your home mains. This meant that an old corded phone (without an answering machine, without a cordless base station, without any mains-powered features) would continue working during a power cut at your home as long as the local exchange was still up. This was a genuine resilience benefit of the legacy technology.

How digital voice behaves during power cuts. Digital voice depends on the broadband router, which is mains-powered. When your home loses power, the router stops working; digital voice phone calls cannot be made or received until power is restored. Cordless phones connected to the router obviously stop working too because the cordless base station is itself mains-powered.

Free battery backup units cover most short power cuts. Vulnerable customers receive a free BBU that provides 1 to 4 hours of standby power during a power cut. This covers the typical short power cut without service interruption. For households experiencing brief power blips and short outages, the BBU effectively restores the resilience that copper voice provided. For households experiencing extended power cuts (storms, regional outages), the BBU runtime is exceeded and the voice service stops.

Mobile phones as the universal power-cut fallback. Regardless of digital voice setup, a charged mobile phone is the universal fallback for emergency calling during power cuts. Mobile phones run on their own batteries (typically 24 to 72 hours of standby) and connect to the mobile network independently of your home broadband and home power. In genuine extended power cuts, mobile phones outlast property-level BBUs and are the more reliable emergency calling route.

The wider context of UK power resilience. UK power cuts are uncommon by international standards. Average UK customer experiences less than 1 hour of power interruption per year per Ofgem statistics; major power cuts affecting voice service are rare. The shift from copper voice to digital voice does materially change power-cut behaviour, but the practical impact is small for most UK households given the underlying reliability of the UK power supply.

The honest framing. Most UK households should not over-worry about power-cut behaviour; the BBU plus a charged mobile phone covers the vast majority of real-world scenarios. Vulnerable households with specific resilience concerns warrant the more detailed preparation; the framework supports this through the free BBU programme and the vulnerable customer protections.

Emergency calling and 999 with digital voice

Digital voice services support 999 emergency calling on broadly the same basis as copper voice did, but with two specific operational differences worth understanding.

The basic 999 functionality is preserved. Dialling 999 from a digital voice service connects to the UK emergency call centre exactly as before; there is no functional difference for the caller. The call is free. The call is answered with the standard "emergency, which service?" question. The dispatcher routes to ambulance, police, fire, or coastguard as appropriate. Caller location is shared with the dispatcher. Digital voice retailers are required by Ofcom to provide 999 service equivalent to the legacy landline service.

Difference 1: location identification. On the old copper voice service, the caller's location was identified automatically from the line's physical address registered with BT. On digital voice, location is identified from the address registered against the digital voice account. Action: confirm with your retailer that your registered address is correct and current after the digital voice migration. Where the registered address is wrong, 999 dispatchers may receive incorrect location information.

Difference 2: power-cut behaviour for emergency calling. Digital voice depends on the broadband router being powered. During a mains power cut without a battery backup unit, digital voice cannot make 999 calls. Mitigations: free BBU for vulnerable customers; charged mobile phone as universal fallback; UPS unit for households with significant resilience needs.

Mobile phone 999 calling: the universal fallback. Mobile phones can call 999 even without active service if the phone is on; the network must connect 999 calls regardless of the user's account status. This is a regulatory requirement. An old mobile phone with no SIM and an empty battery cannot call 999 (no signal); but a mobile with any signal and any charge can dial 999 even if the phone has no active operator account.

Hearing-impaired and speech-impaired users. Digital voice retailers must provide accessible 999 alternatives. Options include: 999 BSL service (British Sign Language video relay); 18000 SMS service (text-based emergency contact for registered users); accessibility-aware retailer customer service for setting up these alternatives. Pre-registration is required for 18000 SMS service via relayuk.bt.com or your retailer's accessibility programme.

The honest framing on 999 reliability with digital voice. For most UK households, 999 reliability with digital voice is broadly equivalent to copper voice. For vulnerable households where 999 reliability is genuinely safety-critical, the combination of BBU plus charged mobile plus address registration check provides adequate protection.

Care alarm and telecare implications

Care alarms, telecare pendants, fall detectors, and monitored security alarms are the categories of UK home equipment most affected by the digital voice migration. This section provides headline guidance; for the full safety-led detail see our dedicated care alarm and telecare compatibility guide.

Why care alarms warrant specific attention. Many UK telecare devices installed before approximately 2018 to 2020 use the copper voice line to call the monitoring centre when triggered. After the digital voice migration, these analogue alarms may not work reliably because the tone-based signalling they use can be distorted or stripped by the digital encoding. This is a safety-critical consideration; an alarm that does not work when needed has serious real-world consequences for the user.

The action sequence for households with care alarms. First, identify the alarm by branding and paperwork. Second, contact the alarm provider or local authority adult social care team and ask the explicit question: "Is this device compatible with digital voice over a broadband router, or does it require an upgrade before the PSTN switch-off in January 2027?" Third, where an upgrade is required, schedule it BEFORE the digital voice migration. Fourth, register the household on the broadband retailer's vulnerable customer programme. Fifth, after any device upgrade, test the alarm explicitly using the provider's "test the alarm" function.

The recommended upgrade path: mobile-connected alarms. Modern care alarms typically use a mobile data SIM with their own battery rather than the copper voice line. These work regardless of broadband, regardless of mains power for hours (24 to 48 hour internal battery), and are unaffected by the PSTN switch-off. This is the recommended migration path for most UK households.

The "do not migrate" hold for vulnerable customers. Where a household has a care alarm and the alarm compatibility with digital voice has not been confirmed, the broadband retailer's vulnerable customer programme places a "do not migrate" hold on the digital voice migration. This hold prevents the migration from happening until the alarm is verified compatible or upgraded.

Cost picture. For local-authority-supplied alarms (the most common UK situation), the local authority typically manages the upgrade and absorbs the cost. For consumer-direct alarms (Lifeline 24, Taking Care, Buddi, Mindme), the upgrade is typically included in the existing monthly service fee. For private-arrangement alarms, the family or household pays £100 to £300 for new mobile-connected equipment plus £15 to £30 monthly monitoring; needs assessments under the Care Act 2014 may unlock local authority funding.

For the comprehensive detail. Our care alarm and telecare compatibility guide covers the full picture including the 7-category device taxonomy, the major UK telecare providers, the analogue versus digital practical difference, monitored security alarm considerations including the BT Redcare service closure of August 2025, lift emergency phones in flats, the full upgrade pathway, post-migration testing, and the safeguarding routes.

Deciding to keep landline or switch to broadband-only

Every UK household with copper voice service can choose to opt out of digital voice and switch to broadband-only.

The case for keeping a landline (digital voice). Five practical reasons. First, the landline number has historical or practical value. Second, the household actively uses the home phone for incoming or outgoing calls. Third, line-dependent devices need a UK landline phone number. Fourth, mobile signal at the property is genuinely poor (digital voice over a working broadband connection is more reliable than mobile-only). Fifth, vulnerable users in the household benefit from having both routes available.

The case for broadband-only (Path B). Five practical reasons. First, the household has not used the home phone in months. Second, the household uses mobile only and finds mobile coverage adequate for all calling needs. Third, the £5 to £10 monthly difference is meaningful (over a typical 24-month contract, this saves £120 to £240). Fourth, the household is willing to handle the phone number release. Fifth, the simplification appeals.

The honest framing for typical UK households in 2026. Most households who actively use a home phone in 2026 are older households where the home phone has been the primary phone for decades; these benefit from Path A (digital voice migration). Most households who have already moved to mobile-only in practice benefit from Path B (broadband-only). The decision should be driven by actual usage patterns rather than by the technology change itself.

The decision conversation with older relatives. Family helpers facilitating broadband decisions for elderly parents should approach the Path A versus Path B decision carefully. An older relative who is anxious about technology change may instinctively want to keep everything the same; this points to Path A. An older relative who is comfortable with mobile and rarely uses the home phone may welcome the simplification of Path B. In either case, the relative's comfort is the primary consideration. See our family helper guide for elderly relatives for the broader decision framework.

What if you are unsure. Default to Path A. Keeping the landline number through digital voice migration is the lower-regret option in most cases; if you later decide you do not need the home phone, you can opt out at the next contract renewal. The reverse is harder; once a number is released it cannot be recovered.

Switching retailers as part of the decision. Some households use the digital voice migration moment as the natural opportunity to switch broadband retailers. This is fine; the new retailer handles both the broadband switch and the digital voice setup as a combined process via the One Touch Switch framework. See our how to switch broadband guide.

Cost picture: digital voice versus broadband-only

Typical UK 2026 prices. Major retailer broadband-only deals: £25 to £35 per month for entry-level FTTC or FTTP at typical promotional pricing. Major retailer broadband-plus-digital-voice deals: £30 to £45 per month for the same broadband tier with included voice service (typical inclusive UK landline calls). The difference is approximately £5 to £10 per month depending on retailer and specific deal.

Over a typical 24-month contract. The £5 to £10 monthly difference accumulates to £120 to £240 over a 24-month contract. This is a meaningful but not enormous saving; for households where the home phone has practical value, the £120 to £240 cost is reasonable insurance against losing the landline number. For households where the home phone has not been used in over a year, the £120 to £240 is genuine waste and Path B saves real money.

Hidden cost considerations. Three less-obvious cost factors. First, included calls in digital voice plans (typical inclusive UK landline calls; sometimes inclusive UK mobile calls during evenings or anytime) can save substantially for households making more than 30 minutes of UK calls weekly. Second, broadband-only households who later want a phone service can purchase a third-party VoIP service for typically £3 to £6 monthly (Vonage, Sipgate, Voipfone). Third, mobile call charges for UK landline numbers vary significantly by mobile contract.

The longer-term price trajectory. Digital voice prices are likely to remain stable or slightly decrease over the next few years. The Ofcom in-contract price rise rule effective 17 January 2025 limits annual mid-contract increases to fixed-pounds amounts (£3 to £6 per month per service line each April depending on retailer); this applies to both broadband-only and digital voice products on equal terms.

Social tariffs. Eligible low-income households can access social tariffs that combine broadband and voice at materially lower prices. BT Home Essentials at approximately £23 per month includes broadband and voice service; Sky Basics, Virgin Media Essentials Plus, EE Basics, NOW Basic, Vodafone Essentials Broadband, Hyperoptic Fair Fibre Plus, and Community Fibre Essential are similar. Eligibility is typically Universal Credit, Pension Credit, ESA, JSA, or Income Support; see our UK social tariffs guide.

Number portability through the migration

Number portability (the customer's right to keep their existing phone number when changing service or migrating between technologies) is a UK regulatory requirement that applies through the digital voice migration. Understanding the framework helps customers plan with confidence.

The legal framework. UK Ofcom General Conditions C7 require operators to enable number portability between providers and through technology migrations; customers have a regulatory right to keep their existing number. This applies to landline numbers (geographic numbers like 01xxx, 02xxx, 03xxx) and to non-geographic numbers (0800, 0844, 0871, etc.). The right cannot be waived by the operator; "we cannot keep your number" is not an acceptable answer from any UK operator.

What stays the same through digital voice migration. Your existing landline phone number is preserved. You do not need to give it up. Incoming calls to your number reach you on the new digital voice service exactly as they did on the old copper voice service. Outgoing calls show your existing number as caller ID. The number is portable to a different broadband retailer if you choose to switch in the future. This is the practical effect of the regulatory framework.

What changes administratively. The technical platform delivering calls to your number changes (from copper voice to digital voice). The retailer's billing system updates to reflect the new platform. Your account number with the retailer may change (some retailers issue new account numbers as part of the migration). Your direct debit may transfer automatically or may need brief reconfirmation. These are administrative details handled by the retailer; the customer-facing experience is the same number, the same calls, the same ring tone.

If you want to switch retailers around the migration. The One Touch Switch process (launched 12 September 2024) supports switching broadband and voice between Openreach-network retailers in a single coordinated process. If you switch broadband retailers as part of or around the digital voice migration, your number transfers with the switch. Where the new retailer is on a different network (e.g. Virgin Media O2 cable to Openreach FTTP), the One Touch Switch process still applies to most retailer combinations in 2026; check with the new retailer for any specific limitations. See our One Touch Switch guide for the full detail.

Edge cases worth noting. Some very old number formats (pre-1995 area codes, some legacy short numbers) may have specific portability constraints; in practice these affect very few customers but if your number is unusual, ask the retailer specifically about portability before assuming. Some altnet retailers do not support number portability for inbound numbers from major retailers in all configurations; check before assuming if you plan to switch from a major retailer to a smaller altnet. In all standard cases for major retailer customers, number portability is straightforward and the customer keeps the existing number through the migration.

Cost implications: is digital voice more or less than the old landline?

Cost is a common practical concern for UK households facing the digital voice migration. The honest answer is: for most customers digital voice costs the same or less than the old copper voice service in 2026.

The bundled-with-broadband norm. Most UK retailers in 2026 include digital voice as part of the standard broadband package rather than as a separately-charged add-on. This is a meaningful cost change for households that historically paid line rental on top of broadband; the bundled approach typically saves £10-£20 per month compared with the legacy line-rental-plus-broadband structure. For households on bundled deals already (where line rental was effectively included), the cost picture is broadly similar before and after migration.

Call charges. Digital voice typically includes more generous calling allowances than copper voice did historically. Many digital voice products include unlimited UK landline and UK mobile calls as standard; some include international destinations to varying extents. Customers who previously paid per-minute charges for UK calls outside any included allowance often find digital voice reduces their call costs. Customers who previously had explicit "weekend free calls" or "evening free calls" packages may find these are now included as standard in the all-inclusive digital voice tariff.

Equipment costs. Digital voice migration is typically free of equipment cost for the customer. The broadband retailer supplies any required equipment (router with digital voice capability, free battery backup unit for vulnerable customers) as part of the migration. Customers do not normally pay an upfront fee for the migration itself. For households where the existing handset needs replacement (rare; most handsets work with digital voice via the router), retailers typically offer a free or low-cost handset as part of the vulnerable customer support; standard customers can buy a basic compatible handset from any retailer for £15-£30.

The opt-out cost picture. Customers who choose to opt out of voice service entirely (broadband-only) typically save £5-£10 per month compared with the bundled broadband-plus-voice tariff. This is a meaningful saving for households that genuinely do not need a home phone (most calls go to mobiles; emergency calls covered by mobile fallback; no telecare or other line-dependent equipment). The opt-out is appropriate for many UK households and is examined in detail below.

The real cost surprises to watch for. Some retailers have used the digital voice migration as an opportunity to move customers from older grandfathered tariffs to current pricing; the new tariff may be higher than the old one. This is rare but worth checking; review the post-migration bill carefully. Some altnet retailers price digital voice as a paid add-on rather than including it in standard broadband; check the specific tariff before assuming voice is bundled. Some long-distance and international call charges have changed in the migration to digital voice; if you make significant international calls, review the new rates.

Social tariff consideration. UK social tariffs (BT Home Essentials at approximately £23/month, Sky Basics, Virgin Media Essentials Plus, EE Basics, NOW Basic, Vodafone Essentials Broadband, Hyperoptic Fair Fibre Plus, Community Fibre Essential) include digital voice service in most cases. Eligible households (Universal Credit, Pension Credit, certain other benefits) can switch to a social tariff during or after the digital voice migration; this typically reduces total monthly cost meaningfully. See our UK social tariffs guide for eligibility detail.

International calling and call packages on digital voice

International calling on digital voice is generally cheaper and more flexible than it was on copper voice. Understanding the specific framework helps households who make regular international calls plan effectively.

The general pattern. Digital voice products typically include unlimited UK landline and mobile calls as standard. International calls are charged per-minute or are available as bundled packages depending on the retailer and tariff. Standard international rates are generally lower than they were on copper voice (the digital infrastructure is more efficient and competition has driven rates down). Bundled international packages (typically £5-£10 per month for unlimited calls to a specified country group) are commonly available.

Retailer-specific approaches. BT Digital Voice includes international calling add-on options (BT Friends and Family International tariffs). Sky Talk includes international calling at standard published rates. Virgin Media offers Talk packages including international destinations. Vodafone Pro Broadband voice has flexible international add-ons. EE Voice (within BT Group) aligned with BT pricing. TalkTalk Voice has competitive international rates. Plusnet voice (within BT Group) offers similar add-ons. Check specific 2026 tariffs with each retailer.

The third-party VoIP option for heavy international callers. Households that make substantial international calls (more than a few hours a month) may find a dedicated third-party VoIP service cheaper than the retailer's add-on packages. Services like Skype Out, Vonage, MagicJack, and various WhatsApp/Signal call options offer international calling at very low rates. For calls between two app users (WhatsApp to WhatsApp, Signal to Signal), the call is free over either party's broadband. This is not a substitute for digital voice for incoming calls or calls to landline numbers, but is a useful add-on for heavy outgoing international callers.

International number portability. UK number portability does not extend to international numbers; if you move abroad, your UK landline number does not transfer to your new country's phone service. However, you can keep your UK number on a UK retailer's digital voice service even if you move abroad temporarily; calls to the number ring to your UK location and you can divert them to a mobile or to a colleague. Some customers use this for transitional periods or for keeping a UK contact number while overseas.

Fax machines and other line-dependent equipment

Beyond care alarms and security alarms, some other equipment uses the copper voice line. Most of these are uncommon in 2026 UK households but worth noting where applicable.

Fax machines. Fax machines use the copper voice line to send and receive fax transmissions. Digital voice service does not reliably carry fax transmissions (the digital encoding can corrupt the high-frequency tones that fax uses). Households or home offices that still use fax should consider alternatives before the digital voice migration: online fax services (eFax, RingCentral Fax, similar) which use email instead of phone lines; document scanning and email attachment which substitutes for most professional fax use cases; in rare cases where fax is genuinely required, dedicated fax-over-IP services that handle the encoding correctly. In 2026 fax has largely been replaced by email and document signing platforms; very few UK households still use fax routinely.

Older payment terminals. Some older card payment terminals (particularly in mixed-use home-and-business properties) used the copper voice line to authorise transactions. Modern terminals use IP, mobile data, or Wi-Fi; older terminals may need replacement for the digital voice migration. Action: contact the payment service provider; modern replacement terminals are typically free or low-cost as part of the standard service.

Older medical monitoring equipment. Some older home-based medical monitoring (older blood pressure monitors with telephone uploads, glucose meters with periodic uploads, some pacemaker-monitoring equipment) used the copper voice line for periodic uploads to GP or specialist systems. Modern medical monitoring typically uses mobile data, broadband Wi-Fi, or smartphone Bluetooth pairing. Users with older medical monitoring equipment should check with the prescribing clinician about the upgrade path.

Legacy door entry systems in flats. Some older flats have door entry systems that connect to the resident's home phone via the copper voice line; pressing the door buzzer rings the home phone, the resident speaks via the home phone to identify the visitor, and the resident presses a digit on the phone to release the entry door. These systems may not work on digital voice depending on the specific implementation. Building management companies are responsible for upgrading the system; resident pressure can usefully prompt action.

Burglar dialler systems separate from monitored alarms. Some households have a basic burglar alarm system with a dialler that calls a pre-programmed number (typically a family member's mobile) when triggered. These are not "monitored" in the central monitoring sense but use the copper voice line for the dialled call. After digital voice migration these may not work; alternatives include alarms with mobile-data dialling or smartphone-app notification.

The general rule. Audit the home before the digital voice migration. Look at every phone wall socket and trace what is connected to it. For any device that uses the copper voice line, verify with the device provider whether it works on digital voice. Where it does not, plan for the upgrade or replacement before the migration. This audit takes 30 minutes for most UK homes and surfaces issues that would otherwise emerge unexpectedly post-migration.

Can you opt out: the broadband-only option

Customers who do not want digital voice can opt out and take broadband-only service. This is appropriate for many UK households in 2026 and is widely supported by major UK retailers.

Who should consider opting out. Households that genuinely do not use the home phone (most calls go to mobiles; family contact uses mobile messaging; no business calls require a landline number). Households with no telecare, no monitored security alarm, no lift emergency phone, no other line-dependent equipment. Households that want to reduce monthly cost (broadband-only typically saves £5-£10 per month versus broadband-plus-voice). Households that prefer to use third-party VoIP or messaging apps (WhatsApp, Signal, FaceTime) for all voice communication. Households moving home or in temporary accommodation where a landline number is not useful.

Who should NOT opt out. Households where any member depends on the home phone for emergency contact (no mobile coverage at the property, single-occupancy older household, telecare alarm dependence). Households with care alarms, monitored security alarms, lift emergency phones, or other line-dependent equipment. Households where the home phone number has long-term emotional or practical significance (long-standing business contact number, family-friend "contact us at this number" expectation). Households with elderly relatives or guests who routinely use the home phone.

How to opt out. Process: call the broadband retailer's customer service number; ask specifically for broadband-only service; the retailer typically processes the change immediately or at the next billing cycle. Where you currently have voice service and want to drop it before the digital voice migration, the retailer can do this; you will not be migrated to digital voice if you do not want voice service at all. Where the change involves giving up your existing landline number, the retailer should ask if you want to keep the number active for a transitional period (typically 30-90 days) before final cessation; this gives time to inform contacts of the change.

What happens to your number when you opt out. If you opt for broadband-only, the existing landline number ceases at the changeover date. The number returns to the operator's number pool and may eventually be reissued to a different customer. You cannot recover the number after cessation. This is irreversible; consider carefully before opting out if the number has any long-term significance.

Reconsidering after the fact. Customers who opt out and later want voice service back can typically order it as an add-on; broadband retailers offer voice service as a standalone add-on (typically £5-£10 per month) for broadband-only customers who want to add it back. Note that the existing landline number cannot be recovered; a new number is issued on the new voice service. This is why we recommend keeping voice service through the migration if there is any meaningful uncertainty; opting out is easier to do than to undo.

Switching broadband retailers during or after the migration

Many UK households switch broadband retailers around the digital voice migration; some are required to (the new retailer requires digital voice and the current retailer's PSTN service is being switched off), others choose to (taking the migration as an opportunity to compare and switch to a better deal). Understanding how switching interacts with the migration helps avoid the common pitfalls.

The One Touch Switch process. Launched 12 September 2024, One Touch Switch (OTS) is a single coordinated switching process between Openreach-network retailers (BT, Sky, TalkTalk, Vodafone, EE, Plusnet, NOW, Three Home, plus most altnets on the Openreach platform). The customer initiates the switch with the new retailer; the new retailer coordinates with the losing retailer; the switch happens on a single agreed date with minimal service interruption. Number portability is preserved through OTS. Digital voice migration can be part of OTS where the new retailer's service is digital voice; the customer's voice service moves to digital voice on the switch date.

Switching to or from Virgin Media. Virgin Media operates a separate cable network rather than the Openreach platform. Switching between Virgin Media and an Openreach-network retailer is not part of OTS; it is handled by separate processes coordinated between the two operators. Number portability is preserved. Service interruption may be slightly longer than for OTS-supported switches; engage with both retailers to understand the timing. In 2026 this is well-handled although requires more customer effort than OTS.

The "do not switch" hold during digital voice migration. Where you are in the middle of a digital voice migration with your current retailer (notification received, pre-migration call done, awaiting migration date), it is generally easier to complete the migration with the current retailer first and then switch afterwards if desired. Switching mid-migration creates coordination complexity that can result in temporary loss of voice service. The conservative position: complete the migration, verify everything works, then consider switching.

Vulnerable customer considerations during switching. Where vulnerable customer protections are in place at the current retailer (vulnerable customer programme registration, free BBU, "do not migrate" hold, care alarm engagement), these do not automatically transfer to a new retailer. After any switch, register on the new retailer's vulnerable customer programme immediately; do not assume protections carry over. This is a 5-10 minute call but essential for continued protection.

When switching is the right move. After completing the digital voice migration with the current retailer, switching can be appropriate if: the new retailer offers materially better value (£5+ per month saving on equivalent service); the new retailer has better network availability at the property (e.g. moving from FTTC to FTTP); the customer is unhappy with the current retailer's service quality; the current contract is ending and competitive options exist. Use the One Touch Switch process where applicable.

Troubleshooting common digital voice issues

Most digital voice migrations complete cleanly and the new service works as expected. Where issues do arise, the common patterns and resolutions are covered below.

Issue 1: cannot make or receive calls after migration. Most common cause: the phone is plugged into the wrong socket on the router. Digital voice phones plug into a specific dedicated socket (usually labelled "Phone" or "Tel" with a green port colour on most retailer routers). Solution: check the phone is in the correct socket; consult the router's quick-start guide. Second most common cause: the digital voice service was activated but the phone is asleep waiting for the first call. Solution: try making a call out; the phone should connect to the new service. Third cause: the migration was scheduled but not yet activated. Solution: contact the retailer customer service to confirm activation status.

Issue 2: calls connect but audio quality is poor. Most common cause: the broadband connection has variable quality (high jitter, packet loss); digital voice is more sensitive to network quality than internet browsing or streaming. Solution: contact retailer customer service; the retailer can run line tests and adjust the voice service quality-of-service settings. Second cause: a competing device on the home network is consuming all the bandwidth (large file download, streaming HD video on an older Wi-Fi). Solution: pause other heavy activity during calls; consider upgrading the broadband package if this is recurrent. Third cause: the phone handset itself is faulty or incompatible. Solution: try a different handset to isolate the issue.

Issue 3: incoming calls are not coming through. Most common cause: the migration is mid-process and incoming calls are still routing to the old service. Solution: typically resolves within 24-48 hours of the migration date. Second cause: number portability has not completed correctly. Solution: contact retailer customer service to investigate; this is rare in 2026 but can happen. Third cause: do-not-disturb or call-blocking features are inadvertently enabled. Solution: check the router or phone settings; reset to default if needed.

Issue 4: the care alarm or telecare device stopped working after migration. This is the most safety-critical issue category and warrants immediate action. Solution: contact the alarm provider's helpdesk immediately; run the alarm test using the provider's "test the alarm" function; if the test fails, the alarm provider arranges urgent engineer attendance. Until the alarm is verified working again, ensure the user has alternative emergency contact options (charged mobile phone). Where the broadband retailer's vulnerable customer programme protections were in place, the retailer should engage with the alarm provider to resolve. See the care alarm guide for detailed troubleshooting.

Issue 5: the broadband works but voice service is intermittent. Most common cause: a router firmware issue affecting digital voice but not broadband. Solution: contact retailer customer service; a router firmware update or replacement may be needed. This is uncommon but does happen; the retailer typically resolves within 1-2 days.

Issue 6: equipment was supplied but I do not know how to set it up. Solution: most major UK retailers offer free engineer-installation as part of vulnerable customer support; request this if it has not been offered. Alternatively, the retailer's customer service walks you through setup over the phone; this typically takes 10-15 minutes for a basic setup. Family helpers can usefully be on the phone during setup if the user has any concerns.

The general principle: contact the retailer first. Most digital voice issues are resolved through the retailer's customer service. Where the retailer's standard customer service queue does not resolve, request escalation to the digital voice specialist team or to the vulnerable customer team. These specialist teams have better tools and authority to resolve issues quickly.

When to escalate and how

Where the broadband retailer's standard customer service does not resolve a digital voice issue, escalation is the right move. Understanding the escalation framework helps customers get issues resolved.

Escalation route 1: the retailer's own escalation framework. Most retailers have multiple tiers of customer service. Tier 1 is the standard call centre; Tier 2 is supervisor escalation; Tier 3 is specialist team (digital voice, vulnerable customer, complaints). Ask explicitly for escalation; "I would like to escalate this to your supervisor or specialist team" gets you to the right level. Document the escalation path: who you spoke to, when, what they said, what they will do next.

Escalation route 2: the retailer's formal complaints process. Where the retailer's escalation does not resolve, invoke the formal complaints process. Each major UK retailer has a published complaints procedure that triggers a more senior review. Submit the complaint in writing (email or web form); state the issue clearly; reference any prior contact. The retailer typically responds within 8 weeks per Ofcom requirements.

Escalation route 3: the alternative dispute resolution scheme. After 8 weeks of unresolved complaint (or earlier if the retailer issues a "deadlock" letter saying they cannot resolve further), the customer can take the matter to an alternative dispute resolution (ADR) scheme. BT, EE, Plusnet, Vodafone, and TalkTalk are members of the Communications Ombudsman; Sky and Virgin Media are members of CISAS. The relevant ADR scheme provides binding decisions on retailers; the customer can submit the case for free. The post-2025 enforcement context means ADR cases are taken seriously by retailers.

Escalation route 4: Ofcom direct. Persistent or pattern issues across multiple customers can be reported to Ofcom directly. Ofcom does not handle individual customer disputes (those go through ADR) but does take regulatory action against pattern failures. The December 2025 £23.8 million Virgin Media fine emerged from Ofcom investigation of pattern complaints; reporting helps the regulator identify pattern issues.

Escalation route 5: third-sector advocacy. Age UK, Citizens Advice, the TSA, and other third-sector organisations can help with escalation and advocacy. This is particularly useful for vulnerable customers who may need help articulating the complaint or navigating the process. The third sector often has direct relationships with retailer senior management that can prompt resolution where standard processes are slow.

The honest framing on escalation. Most digital voice issues resolve at Tier 1 or Tier 2 customer service; escalation is rarely needed. Where escalation is needed, the framework supports the customer materially. Do not hesitate to escalate where the standard route is not working; the retailers expect escalation in cases of genuine concern, and the regulatory framework backs the customer. Document everything throughout; written records make a material difference if the case ends up in formal complaint or ADR.

When things go wrong: the 8-week complaint route

Where a digital voice migration goes wrong (service failure post-migration, equipment not delivered, vulnerable customer protections not honoured, care alarm compatibility not addressed, billing errors, persistent call quality issues), the formal escalation route follows a clear sequence.

Step 1: contact the retailer's complaints team. Each major UK retailer has a published complaints process accessible via their website or customer service phone line. Open a formal complaint citing the specific issue, the migration date, and any prior contacts. Keep written records of all communications including reference numbers and the names of staff you speak to.

Step 2: escalate within the retailer. If the initial complaints team does not resolve the issue within their published service-level commitment (typically 7 to 14 days for an initial response, 30 days for resolution), ask for the complaint to be escalated to the senior complaints team or executive complaints team. Most retailers have a dedicated executive complaints team for unresolved issues.

Step 3: the 8-week milestone. Under Ofcom rules, retailers must resolve complaints within 8 weeks or issue a "deadlock letter" allowing the customer to escalate externally. After 8 weeks of unresolved complaint, you have the right to escalate to either the Communications Ombudsman or the Communications and Internet Services Adjudication Scheme (CISAS) depending on which scheme the retailer is a member of. Both schemes are free for consumers; both can issue binding decisions including financial compensation.

Step 4: regulatory enforcement context. The December 2025 Ofcom enforcement decision against Virgin Media (£23.8M fine over inadequate vulnerable customer migration) demonstrates that Ofcom takes systemic failures seriously. Where a retailer's failures appear to be systemic rather than individual, Ofcom welcomes complaints and uses them to inform enforcement priorities. Filing a complaint with the regulator does not directly resolve your individual issue (that is the Ombudsman's role) but contributes to industry oversight.

Documentation that strengthens your case. Throughout the complaint process, keep written records of: the migration date and what was promised; specific failures and their dates; communications with the retailer including names, dates, reference numbers; any care alarm or telecare provider engagement; any vulnerability registrations and what protections were promised; any costs incurred (alternative phone services, mobile call charges, lost business if home-based working); any safety implications for vulnerable household members. This documentation matters at both the Ombudsman stage and any potential regulatory escalation.

The honest framing on resolution rates. Most digital voice migration issues are resolved within the retailer's complaints process (steps 1-2) within a few weeks. Issues that escalate to the Ombudsman (step 3) are resolved within 6-8 weeks of escalation typically; the Ombudsman can issue compensation up to £10,000 for service failures. Genuine systemic issues that warrant regulatory action are rare but the framework supports enforcement when needed.

Decision framework for UK households

See current broadband options at the household's address

Related routes and free help

Digital voice and PSTN switch-off FAQs

References