Most People Still Don’t Know About the UK PSTN Switch-Off – Here’s What Phonely’s Survey Revealed

The UK is in the middle of one of the biggest changes to home communications in decades – the retirement of the traditional landline phone network.

For generations, home phones have relied on the Public Switched Telephone Network (PSTN), a nationwide system built on copper wiring. That infrastructure is now being phased out and replaced with modern digital technology that carries calls over broadband connections instead.

The transition is already underway, with providers gradually moving customers onto Voice over Internet Protocol (VoIP) services. Yet despite the scale of the change, and a confirmed national deadline of just a year away, awareness remains surprisingly low.

To understand how much people really know about the transition, we surveyed 4,298 adults aged 50 and over and asked:

The responses revealed a significant awareness gap, even as the deadline draws closer.

Key Poll Results

· 58.7% of respondents didn’t know the PSTN switch-off was happening

· 14.8% said they will delay switching until forced to do so

· 4.8% felt the change sounded too complicated

· Only 21.6% have already moved to a digital voice service

These findings highlight a disconnect between how many households still rely on landlines and how many understand the changes ahead.

What Is the PSTN Switch-Off?

The PSTN is the analogue landline system that has connected UK homes and businesses for decades. It is now being retired and replaced with internet-based telephony, including VoIP, also known as Digital Voice or All-IP phone services.

As this happens, traditional copper phone lines will no longer carry voice calls. Instead, calls will be delivered through broadband using digital systems.

When Is It Happening?

The full PSTN switch-off is scheduled for 31 January 2027, following an industry decision to retire ageing telephone infrastructure.

Although the switchover was originally planned for an earlier date, the deadline was extended to give more time for households, businesses and support services to prepare. The transition is happening in stages, with different areas and exchanges migrating over time. Measures such as the national “stop-sell” of new copper-based services have already been in place since 2023.

Why the Network Is Being Retired

The PSTN is reaching the end of its operational life. Maintaining the copper network is becoming increasingly difficult and costly, and the system was never designed to support modern communication needs.

Digital networks provide a more resilient and flexible platform for the future, allowing providers to deliver clearer calls and support newer technologies more efficiently.

Millions Still on Old Landline Services

Despite the transition already being underway, millions of UK homes are still using PSTN-based landline services. Ofcom data suggests that around 5.2 million residential customers were on the legacy network as of late 2024.

While many people are confident using newer technology, traditional landlines remain an important connection in some households, particularly in areas where mobile coverage is unreliable, or where telecare devices and personal alarms have historically relied on a physical phone line.

What Happens When the Switch Happens?

When the PSTN network is fully retired in January 2027, any landline service still running on the old copper network will stop working unless it has been moved to a digital alternative such as VoIP.

Devices that depend on the old phone line, including some alarm systems, care pendants and broadband setups, may need to be adapted or replaced to work with a digital service.

What Should People Do If They’re Unsure?

Anyone who is uncertain about how the PSTN switch-off may affect their home phone service should contact their telecoms provider in the first instance. Providers can explain what type of service is currently in place, outline any equipment changes that may be needed, and identify additional support where required.

For more background on how digital phone services like VoIP work, and what switching actually involves, read our guide: The Big Switch-Off in 2027, What’s it All About?