Public Switched Telephone Network Migration: Communications Campaign

The Government are publicly supporting the national telecare communications campaign, which has been funded by BT and Virgin Media O₂ and is being launched today. This campaign seeks to raise awareness of the migration of landlines from the old analogue copper landline, also known as the public switched telephone network, to digital voice over internet protocol.

The Government and industry want to appeal directly to vulnerable people and their friends, relatives and carers to ensure that they are migrated carefully. The national campaign is designed to raise awareness amongst support networks and encourage vulnerable individuals who use telecare alarms to identify themselves to their communication provider.

The campaign aims reach this target audience across the UK through various multimedia channels. It includes TV adverts, print, and community radio, with translations of the script to ensure that the campaign has a broad reach across the UK.

Further information for the public is available at www.digitalphoneswitchover.com as well as on www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines

The PSTN is a privately owned telecommunications network, and the decision to upgrade it, which has been taken by industry, is a necessity due to its age and deterioration and is therefore supported by Government. In the period April 2024 to March 2025, there were over 2,600 major incidents on the PSTN, each affecting 500 or more customers, posing risks to vulnerable individuals, such as those using telecare devices, as well as a risk to critical services such as power plants, traffic lights, and hospitals.

Over two thirds of PSTN lines have already been migrated to VoIP, leaving fewer than 5.6 million lines operational. However, it is imperative for their own safety that vulnerable people are safely migrated.

The previous Government secured voluntary charters in December 2023 and March 2024 from the major communication providers and network operators, pausing non-voluntary migrations. A non-voluntary migration is where a communications provider migrates a customer without their consent following multiple attempts to contact the customer using different means, as it is essential that everyone is safely migrated.

In November 2024, I secured safeguards from communication providers and network operators to protect consumers, particularly the vulnerable. This includes anyone relying on their landline for any reason, including where mobile coverage is lacking, such as in rural areas. These safeguards are set out in the non-voluntary migration checklist at www.gov.uk/government/publications/public-switched-telephone-network-non-voluntary-migration-checklist/pstn-non-voluntary-migration-checklist The checklist includes data sharing agreements with local authorities to identify vulnerable people; timely and repeated communications with customers; free engineering visits; and providing vulnerable customers with a battery back-up for use in the event of a power cut. At the same time, I secured commitments to protect our critical services through a critical national infrastructure charter.