The UK's transition from traditional copper landlines to digital voice services is causing significant concern among rural residents and vulnerable users, with many reporting failures in backup plans and a lack of reliable communication during power outages.
Power Cuts Leave Remote Communities Isolated
Robert Dewar, living in a remote Scottish Highlands village, describes a harrowing experience after his landline was transferred to a broadband connection. 'Every time there is a power failure I lose all means of communication with the outside world,' he says. Blackouts also knock out the village's mobile phone signal. His most recent power cut lasted 42 hours, outlasting his five-hour emergency backup battery. 'If I had had a heart attack there is damn all I could have done about it, except compose myself, say my prayers, and await the outcome,' Dewar adds.
Dewar is among over 100 readers who shared their experiences as the old public switched telephone network (PSTN) is replaced with digital lines. This is one of the biggest tech upgrades since the analogue TV switch-off, but for many vulnerable Britons or those in remote locations without mobile signal, the transition is fraught with challenges.
Campaigners Call for Deadline Extension
Silver Voices, a campaign organisation for the over-60s, is calling for the switchover deadline to be extended from 2027 to 2030. Director Dennis Reed says, 'This is a disaster waiting to happen.' The group's 'save our landlines' petition has gathered more than 100,000 signatures. Reed warns that vulnerable customers may not self-identify, leading to them being switched off without proper support.
Ernest Doku, a broadband expert at Uswitch, explains that digital voice calls rely on a router but do not necessarily require a full broadband package. BT, as a universal service provider, must ensure access to a basic service, including voice-only or low-data options. BT says supporting customers is a 'top priority' and offers enhanced protection, free in-home assistance, and backup power solutions for those with additional needs.
Vulnerable Customers Face Hurdles
A vulnerable Cornish woman expressed terror at the idea of a power cut after a 24-hour outage. She says, 'Once that one hour of battery backup has expired I will have no means of contacting emergency services, or anyone else as there is no mobile reception at my home.' She is considering setting up a local walkie-talkie group with neighbours.
Peter from Hertfordshire helped his mother, who has Alzheimer's, cancel her broadband. The process required upgrading to fibre, costing £70 a month, though BT eventually refunded over £1,000 in compensation. His mother now has a basic phone-only contract at £12 a month with a free backup battery, but Peter worries about those without a determined advocate.
David, living in a remote Welsh valley, faced incorrect information from Plusnet and EE. Promised a free backup battery due to health problems, EE later reneged, saying it only provides batteries for telecare devices. David rejected their offer to buy a battery for £80 or £150. He says, 'Providers should be held to the commitments made to customers during the switchover process.'
Hollow Promises and Fragmented System
Tony Roberts from South Devon found it difficult to find a supplier willing to accept someone who considers their landline essential. He says, 'The promise of a backup battery is often a hollow one.' He had to pretend he didn't need his landline to switch supplier and then provide his own battery. Roberts warns that a robustly maintained network is being replaced by a fragmented system with multiple points of failure, posing a real danger to whole communities during widespread power failures.
Ofcom says it has made clear companies' duty to identify, protect, and support vulnerable customers, and has been monitoring progress closely.
The Switchover Process
If your landline is still plugged into a traditional socket, your phone company will notify you of the switchover date. For those with internet, it may be as simple as plugging the phone into the router. The new digital line is powered by home electricity, so during a power cut, landline calls won't work without backup. If you have a telecare device or no mobile coverage, your provider should offer a solution, such as a backup battery, to allow emergency calls.
BT has a dedicated telecare service supported by over 4,000 specially trained engineers to assist vulnerable customers.
