Telecommunications companies in the UK are accelerating efforts to migrate remaining customers from legacy copper-based landlines to digital voice over internet protocol (VoIP) technology ahead of a regulatory deadline. Approximately 16-17 million lines have been successfully transitioned to the new system, which operates through broadband connections rather than traditional phone infrastructure. However, around 1.3 million copper-based landlines remain unmigrated as the industry approaches the end-of-January cutoff date for retiring the public switched telephone network (PSTN).
BT has drawn criticism for implementing service interruptions as a migration incentive. The company temporarily suspended broadband access for a small group of customers who had not responded to communications about the landline switchover for two years, giving them five days’ notice to encourage action. BT indicated that more than 80 percent of affected customers subsequently took steps to complete the migration. A company spokesperson characterized the pause as a preventative measure to avoid complete service loss when the analogue network is retired.
Campaign groups have raised concerns about the approach. Dennis Reed of Silver Voices expressed worry about potential bullying behavior and stated concerns that vulnerable populations may be inadequately served. Officials acknowledge that remaining unmigrated customers include elderly individuals, rural residents with limited broadband access, and users of telecare services such as personal alert devices that traditionally relied on copper infrastructure.
The industry previously faced regulatory consequences for inadequate customer care during transitions. Virgin Media was fined £23.8 million in December for leaving thousands of customers without access to alarm services during a 2023 migration. Following concerns about vulnerable populations, the original December deadline was postponed to the end of January. Age UK has called on providers to ensure no older customers are disconnected without alternatives in place.
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