Looking to get started on your PSTN Switch Off? Book a free 15-minute introductory call with our Norwich team and call 01603 55 99 55.
After more than a century of use, the UK's traditional phone network is being switched off permanently in January 2027. The worrying part is, Openreach’s figures report that around 2.8 million lines are still operating on the old PSTN lines, and half of those connections are serving businesses.
If your business is one of these and still relies on an analogue phone line, this change affects you directly.
The good news is that there is still time to get this sorted properly - but that window is closing fast. This has been a change 10 years in the making, and the businesses that act now will have a smooth, well-planned transition. Those that leave it until December could be competing for limited installation slots and putting unnecessary pressure on themselves.
The other side is that the PSTN switch-off offers new features and functionalities that the old copper lines couldn’t deliver. From advanced call routing and virtual receptionists to unified communications and integration with other business applications, VoIP offers a level of flexibility and efficiency that is unmatched by legacy systems.
What is the PSTN and why is it being switched off?
PSTN stands for Public Switched Telephone Network, which is the legacy copper wire telephone infrastructure that was the original telephone system invented by Alexander Graham Bell in 1875. The Telephone Company Ltd opened the first public telephone exchange in the UK four years later, before issuing the first ever telephone directory in 1880 - featuring 250 subscribers.
It went through a number of changes and upgrades in the decades that followed, the latest coming in the 1980s with the Integrated Services Digital Network (ISDN) which enabled services like the fax machine and very early internet connections to take a foothold in telecoms.
Openreach has been gradually decommissioning it entirely beginning in September 2023, and this process is to be completed by January 2027 - replaced with a fully digital network based on internet protocols (IP).
This isn’t a minor technical update, either, but a complete retirement of the outdated infrastructure network. Considering its history, it’s not a surprise that PSTN is becoming more expensive and unsustainable to maintain. That’s also why you often see full fibre broadband deals that are not only faster than part-fibre, but also cheaper.
Once the switch-off happens, any device or service that is still dependent on the traditional PSTN phone line will stop working.
The migration has been planned by Openreach for years, with the original deadline in 2025, and most large businesses and national organisations have already made the switch. The group most at risk of being caught out is smaller businesses: those without a dedicated IT function, or those who have simply had the same phone system in place for a long time and haven’t needed to think about it.
Which businesses are affected?
If any of the following apply to your business, or you think you may have some systems like the below, you’ll likely need to act before January 2027:
- You have an analogue office phone or traditional landline
- Your broadband runs over a copper phone line (ADSL or FTTC)
- Your card payment terminal connects via a phone line
- You have a fax machine still in use
- Your business alarm or security system connects via an analogue line
- You have a door entry or lift emergency line running over the phone network
- You have not switched over to the new VoIP infrastructure since November 2017
If you’re in any doubt, please give us a call to discuss and we can help walk you through your requirements and put you at ease.
What happens if you do nothing?
Simply put, if you don’t switch to VoIP, all of your services still running on the old PSTN system will stop working when the network goes offline.
That means missed calls, lost bookings, payment systems going down, and in some cases, safety-critical systems like alarms or emergency phones failing. You’ll also lose your existing telephone number, with no easy way to recover this.
Unlike other technology changes, there is no buffer period. It wouldn’t be a quick fix, either, as you’d have to start the switchover process from scratch; if you have to book a visit from an Openreach engineer, this could mean you go weeks without a phone system.
Beyond the operational risk, there is also the practical issue of timing. If you’re changing technology, like getting broadband upgraded to a fibre-based service, this would required an Openreach engineer visit, and those slots are not unlimited. As January 2027 approaches, demand will increase significantly. Businesses that start the process early in the second half of 2026 will have far more choice, and far less stress, than those leaving it to the last few weeks of the year.
What does switching to digital voice actually involve?
Moving away from PSTN does not have to be complicated, and it does not require a full overhaul of how your business operates. You would need a new WiFi router and new phones, but you will have the option of moving onto Desktop Softphones, or Mobile Softphones, which make calls via the internet.
For most small businesses, the process breaks down into three stages.
Assessment
A review of your current phone setup, broadband connection, and any other services running over your analogue line. This establishes exactly what needs to change and what does not.
Broadband upgrade (if needed)
If your current broadband runs over a copper line, it will need to be migrated to a full fibre service. This typically takes around two weeks if you require an Openreach engineer appointment. The earlier you book, the more appointment availability there is.
Full Fibre is the ideal solution, but there are other options if this isn’t available in your location. These are called either SoADSL or SoGEA. These are data-only versions of legacy connections and mainly serve as a bridge between copper and full fibre if the latter isn’t available yet.
SoGEA (Single order Generic Ethernet Access) is the same as FTTC, but without the ability to make Analogue calls and your download speed will be a maximum of 80Mbps. Much like the old copper lines, this is also dependent on how contended the line is, and how far you are from the cabinet. The further from the cabinet, the lower the speed.
Traditionally, this is why broadband speeds were far better in city centres and awful in the countryside, as the cabinets were not spread out. Full Fibre will guarantee you speeds up to 1,000Mbps depending on what you purchase. You can check broadband availability for your postcode via our online checker.
Phone system go-live
Once the correct broadband connection is in place, your new VoIP-based phone system can be set up and live on the same day.
Porting a telephone number will cease the broadband on the line, so we always recommend porting a number before you cease a service. At VoiceHost, we can also build the system whilst waiting for the number to port.
What advantages are there to the PSTN switch off?
The PSTN switch-off is an enforced upgrade, but for most businesses it results in a noticeably better setup.
A modern cloud phone system gives you features a traditional landline simply isn’t able to provide, which can really add value to your business and quality of life. These include features like:
Call queuing
Callers wait in line rather than hitting a dead tone or voicemail. Perfect for something like a takeaway where you may have a really busy evening, and have potential customers wanting to order but just get pushed to voicemail or an ‘unavailable’ message and then have to call back. Instead, putting them in a clear queue system that tells them when to expect an answer helps prevent these customers ordering elsewhere.
Time-based routing
Calls can be directed somewhere useful outside of business hours rather than just ringing out
Holiday mode
Customers hear a clear message about closures and return dates before they even try to get through
Work from anywhere
Your business number works on your mobile, laptop, or desktop app, so your team is reachable even when they are not in the office
Call recording
Useful for compliance, training, customer journey assessments and resolving disputes. This also opens up the option to make use of AI later down the line for features like call transcriptions.
Why choose VoiceHost?
VoiceHost has been providing business communications to companies across the UK since 2006. Unlike many telecom providers, we are not a reseller of someone else's platform. We built our own self-service VoIP platform, which means we control the quality, the features, and the support without relying on third-party infrastructure. It’s also more cost-effective.
When something needs attention, you are speaking to the same team, based in Norwich, that set your system up - not an outsourced call centre. We know that matters when your phone system is business-critical.
We were also recognised by Deloitte as one of the fastest growing technology businesses in the East, as well as ranking 21st in the Technology Fast50 UK.
We work with businesses of all sizes, from sole traders who need a reliable number and a professional voicemail, to multi-site operations with complex call routing requirements. Every package is built around what the business actually needs, with no unnecessary extras. We've got plenty of case studies for a variety of businesses, so you can be sure we deliver what matters to you.
When should you start?
The businesses acting now will have the most relaxed experience. There is plenty of time to assess your setup, ask questions, and plan the migration around your business rather than around a tight deadline.
Businesses’ needs will vary on a case by case basis depending on their set up, so it’s better to get booked in early and save yourself the stress. No one wants the switch-off hanging over their heads over Christmas and New Year.
Get in touch
If you’re not sure whether your business is affected, if you want to book in your switch, or you would simply like to understand what switching could involve for your business, give us a call - we’re happy to have a straightforward, no pressure conversation about it so you get the best result.
Book a free 15-minute introductory call with our Norwich team and call 01603 55 99 55.