Analogue to digital landline phone switchover – key information for retailers

Everything you need to know as a retailer, including what landlines are being phased out, when it is happening, whether your landline is analogue or digital, and what you can do now to prepare.

Landlines are changing; much like the TV switchover back in 2012, digital is replacing analogue. This time, however, it's traditional landlines that are making way for internet-based connections which have gradually become the industry standard over recent years.

Independent retailers will need to be acutely aware of this transition, which could impact everything from phonelines to older card payment systems, CCTV and alarm monitoring and, yes, even Mr. Reliable himself - the fax machine! Here are the key questions answered, including whether it will impact you, how it could affect your high street business and the steps you can take now to prepare.

What is the transition from analogue to digital landlines?

The UK’s Public Switched Telephone Network (PSTN), which has supported traditional landlines for decades, is being phased out and replaced with digital alternatives. This means that businesses and consumers will need to switch from analogue phone lines to services using internet-based technology, such as Voice over Internet Protocol (VoIP).

The Integrated Services Digital Network (ISDN), commonly used for business telephony, will also be discontinued.

Digital phone services will work by connecting to a broadband router instead of the traditional phone socket on the wall.

When is the switch happening?

The switch will be happening in January 2027. The transition, first announced in 2017, was initially set for completion by 2025 but has now been extended, with the final migration deadline now confirmed.

Since September 2023, new analogue landline services have no longer been available for sale, and by 2030, even interim solutions will no longer be supported. High street businesses can take action now to avoid disruption.

How do I know if my business landline is analogue or digital?

To determine if your landline is still analogue:

• Check if your phone is plugged directly into a traditional phone socket – this is a sign you are using the PSTN network.
• If your phone connects through a broadband router, you may already be using a digital service.
• Contact your phone provider and ask about your current service.

What does the transition mean for independent retailers and high street businesses?

Retailers could be reliant on landlines for a variety of critical business functions, including:

• Taking card payments via older payment terminals.
• Operating security systems like CCTV and alarm monitoring.
• Communicating with customers and suppliers.
• Using fax machines (if still in operation).

The switch to digital could impact these services if businesses do not upgrade their equipment, with older payment terminals and alarm systems designed for analogue connections potentially ceasing to work following the switchover. These may require replacements or adapters.

Will digital phone systems work in a power cut?

No, digital phone systems will not work during a power cut unless there is a backup power supply, which could pose challenges for businesses reliant on landline connectivity. Analogue phone systems do have the capacity to power a handset through a local telephone exchange even without power.

The Government does state in its guidance that UK communications regulator Ofcom intends to update its guidance for communications providers, which would explain what steps they should take to keep their networks working given the increased need for constant power. Ofcom has shared its proposal in a consultation that can be found here.

What can I do now to prepare?

Shops should take the following steps to ensure a smooth transition:

1.  Check your existing setup

• Contact your telecoms provider to confirm whether you are using an analogue landline.
• Identify any devices connected to your phone line (e.g., card machines, alarms, fax machines).

2.  Upgrade where necessary

• If you are still on an analogue connection, ask your provider about VoIP or digital voice services.
• If you use card machines or alarms, check with the manufacturers to see if they are compatible with digital systems.
• If necessary, purchase new VoIP-compatible phones or adaptors.

3.  Prepare for power outages

• Digital landlines rely on broadband and electricity, meaning they won’t work in a power cut.
• Consider a battery backup or 4G-based failover system.
• Ensure you have a mobile phone as an alternative for emergency calls.

4.  Train your staff

• If you are switching to a new phone system, ensure your employees are familiar with how to use it.
• If using new payment systems, ensure staff are trained to handle transactions efficiently.

5.  Plan for a seamless transition

• Work with your provider to schedule the switch at a time that minimises disruption to your business.
• Test all new systems before fully relying on them.

Where can I find more information?

For government guidance on the transition, visit: UK Government Digital Switchover Guidance

For information on how your business may be affected, check with your telecoms provider or industry-specific bodies.

Taking action now will ensure your retail business remains operational and efficient during the UK’s transition to digital landlines.