Another 960,000 homes will have their traditional landlines switched-off and changed to digital, despite suggestions the move could leave vulnerable customers at risk.
Openreach has announced 163 new exchange locations where the Public Switched Telephone Network (PTSN) will be switched to a digital internet-based system, instead of using traditional copper cable networks to connect calls.
BT, Sky and Virgin Media are also currently in the process of switching over all landline services due to ageing infrastructure causing issues, such as blackouts.
The network is expected to be fully switched to digital by January 2027, but the move has raised concerns for older residents.
In a recent Zen Internet survey, 66 per cent of respondents said they felt these elderly individuals might feel more isolated as a result of the move to digital.
Richard Tang, chief executive of Zen Internet, said care needed to be undertaken to ensure people were not left behind as their research showed millions of people were ‘unaware’ of the switch off.
‘While the transition may seem daunting, you can still have a landline service and keep your landline number, but this will be provided digitally by your broadband provider,’ Mr Tang said.
‘Vulnerable’ customers have also been defined by government as users that may be at a heightened risk of harmful outcomes from the switch.
In a recent Zen Internet Survey, 66 per cent of respondents said they felt these elderly individuals might feel more isolated as a result of the move to digital.
Openreach has announced 163 new exchange locations where the Public Switched Telephone Network (PTSN) will be switched to a digital internet-based system
The guidance states: ‘This includes, but is not limited to incidents posing risks to life or risks of injury.
‘It also includes issues like a heightened sense of anxiety, stress or loneliness as part of the migration, where additional support and protection is required to mitigate or avoid the risk of these outcomes occurring.’
Telecoms Minister Sir Chris Bryant told MailOnline last year landlines ‘are vital for many people, including the most vulnerable’, and the fear of people being left isolated by the switchover ‘keeps me up at night.’
In 2023, telecoms firms were forced to halt non-voluntary upgrades following several incidents of personal alarms failing in emergencies.
These telecare devices which automatically call emergency services in crisis situations are used by around two million people in the UK and are often linked to a person’s landline number.
The alarm buttons, which are usually worn around the neck or on the wrist, automatically call a response centre when pressed through the wearer’s landline. Operators can then check if a person needs help and send someone if necessary.
While telecare systems do work with digital landlines, a power cut or internet drop-out can cause them to fail. Copper phone lines typically continue to work even during power cuts.
A checklist – which telecoms giants are understood to have signed up to during Sir Chris’ meeting – means all ‘vulnerable’ customers will be able to have an engineer visit their household to support them through the transition.
For the first time, government and telecoms firms are working with local authorities to help identify vulnerable people and systems before transitions take place
Telecoms Minister Sir Chris Bryant (pictured in July) told MailOnline last year landlines ‘are vital for many people, including the most vulnerable’, and the fear of people being left isolated by the switchover ‘keeps me up at night
The engineer will then test any telecare devices before leaving to ensure they are still working. If any issue occurs, there is the option to return the household to their old landline until this can be fixed, if no alternative is available.
And vulnerable households will be given back-up devices to protect them in the case of a power cut or internet outage – with firms pledging to ensure this exceeds Ofcom’s minimum recommendation that such devices provide one hour of battery power.
Firms have been instructed to ensure that no telecare user will be migrated to digital landline services without the communication provider, the customer, or the telecare service provider confirming that the user has a compatible and functioning telecare solution in place.
Fire and burglar alarms, emergency phones by roads and phonelines for GPs and pharmacies are among the vital services still using the copper network.
Outages related to the copper network increased by a fifth over the past year according to regulator Ofcom.
For individuals, vulnerable customers may include those with telecare devices or certain types of intruder alarms, as well as CCTV and gas and water monitors.
It also encompasses households whose only means of communication is their landline.
The changes have been months in the making after firms were forced to delay plans to have all households transitioned to digital by the end of next year by up to two years.
Ofcom say customers who are being switched to digital services will be approached by their providers.
James Lilley, of Openreach, said: ‘Openreach is rolling out ultra-fast, ultra-reliable and future-proofed digital full fibre. It makes no sense to keep the old cooper network and new fibre network running side by side.’
