Goodbye landlines in the UK: BT will pause broadband for customers who ignore the switch

BT has announced that it will pause the broadband of customers who have ignored two years of letters, emails, texts and calls about moving off the analogue landline network before it shuts in January 2027.

The telecoms group said more than 95% of its customers have already moved to a digital landline, and it is now focused on the remaining minority with less than six months to go before the old network is phased out.

BT said it recently ran a controlled trial in which it temporarily paused broadband for a small group of customers who had not responded to repeated contact over the last two years. It kept their landlines running throughout and gave them notice in advance.

The trial prompted more than 80% of previously unresponsive customers to get in touch and take the steps needed for their switchover. In many cases, customers engaged after receiving the advance warning, which meant they completed the necessary steps and never experienced a pause in their service.

BT is now expanding the trial to include all customers who have not yet engaged, with clear warning and support throughout.

“The aim is to ensure customers continue to have access to their services after the switch,” said Lucy Baker, Consumer Digital Voice Director at BT.

Baker said BT will always get in touch in advance and explain what the switch means, what customers can expect and what action they need to take.

She added that responding to communications as early as possible gives the company the best opportunity to support customers and ensure their switch goes smoothly.

Why the landline switch-off is happening

The Public Switched Telephone Network (PSTN) runs on analogue copper infrastructure and has become increasingly unreliable, according to BT. It no longer meets the connectivity standards expected in today’s digital age.

The industry-wide upgrade is being carried out with the Government and Ofcom, and BT said similar upgrades are already underway or complete in Australia, Germany, France and the Netherlands.

BT has been raising awareness of the switchover for more than three years through local customer events, advertising campaigns and charity partnerships.

Customers with telecare and alarms

BT said some households have additional services or equipment connected to their landline that may need checking before the switch takes place, including:

• Telecare systems that rely on the existing landline connection
• Health pendants and personal alarms linked to the home phone
• Other devices that connect through the landline socket

Protecting customers who need extra help remains BT’s top priority, Baker said. The company works with local authorities, telecare providers, charities and government through the PSTN Charter of Commitments to identify and support people with additional needs.

BT also offers free in-home engineer visits for customers who need extra support, and backup power solutions so customers can make calls during power cuts.

BT asked customers who have not yet switched to do three things:

• Read the information sent by post or email, or respond to BT’s calls
• Contact BT if asked to get in touch, or with any questions, particularly if a telecare device, health pendant or personal alarm is attached to the landline
• Confirm any appointments made by Openreach, part of BT Group, to complete the switch

Now read: UK calls for some AI uses to be banned outright