What is the digital switchover?

The landline network as we know it is due to be shut down. Don’t panic! It isn’t disappearing entirely. The traditional landline network, known as the public switched telephone network (PSTN), is going digital. Landlines as we know them will still exist, but the operating system will be internet-enabled.

PSTN is a copper-wired network that is over 100 years old, expensive to maintain, and vulnerable to hacking, so digital transformation is needed.

Ofcom set a goal for the complete retirement of the old network by 2027 at the latest. 

On a practical level, the change will be led by telephone service providers such as BT or Virgin. Customers of these services won’t need to do anything until they are informed by the service provider that their landline is being switched.

Once the switchover happens, existing landline devices should still work, but will need to be plugged into a broadband router rather than a traditional phone socket. Although, as Ofcom points out, some customers may need a new router or a broadband provider if they don’t already have one.

It’s a change that will affect anyone at your charity or in your charity’s community using a landline – from fundraisers to service users.

Charity infrastructure

Charities making use of landlines in an office space or relying on staff to use them while remote working will need to check the timetable for switchover and any equipment needs with the relevant telephone service providers.

Your service provider should give you a 12-month notice period before the switch off to give you time to prepare for the change. Even if this period hasn’t begun, starting to think about any hardware and service provider changes that might be needed will help ensure your charity is properly prepared.

It may be that you already use a digital service and have for a while, but it’s worth double-checking if you’re not sure.

Telephone fundraising

The telephone is still a hugely helpful tool for fundraisers. In a 2021 survey by the Chartered Institute of Fundraising, two thirds of fundraisers said that they expected to increase their use of the telephone to enhance supporter experience.

In recent years we’ve seen how well calls can work when combined with digital channels as in value exchange campaigns. In the CIoF’s A Good Call report, Sam Butler, Head of Public Fundraising at Starlight Children’s Foundation says, “For us, the phone works really well for acquisition, particularly when it’s paired with digital. We use digital channels to drive people who want to support our work to give us their permission for a call.

“The more information we can gather on those calls about why somebody wants to engage or support us, the better. Then it’s about making sure that ongoing journey and stewardship is retained, using that insight to encourage them to stay with us and develop their commitment.”

Your telephone fundraising may be carried out by an in-house team, volunteers, agencies or a combination. To ensure that there’s no disruption to your telephone fundraising plans make sure your fundraisers are aware of and fully prepared for the change.

Social groups that may require support

For many, the change will be straightforward, but for others there may be more significant barriers.

Older people

In 2023, the Local Government Association (LGA) warned that over two million older people were at risk from the PSTN switchover. It isn’t just that landline phones are a key source of connection with friends and family or that the costs of broadband are off-putting for some older people.

Many devices, such as fall alarms, operate as an extension of the traditional PSTN network. A survey by the LGA found that as many as 40% of local councils are unsure how they’ll pay for the cost of changing to a digital telecare system.

People with disabilities

The government briefing on the switchover advises that some people with disabilities may need additional support from their telephone provider with the switchover. Sense advises people who use an amplified phone, text phone, or an alarm that’s connected to their landline phone should be aware of the changeover. Existing amplified phones and text phones should work on the new network, but telephone providers are responsible for supplying any new equipment needed.

Low-income households

According to Ofcom more than a million low income households are struggling to make payments for broadband. BT and Virgin say that switching to their digital services shouldn’t carry any additional cost for existing landline-only customers. But there’s a risk that without being aware of this, households may feel pressured to purchase broadband services.

Find out more

Our 2024 Digital Inclusion Summit revealed how charities can help can make the digital world a safer, happier, more inclusive place, from improving access to digital devices to demystifying cyber security. Click here to watch the session recordings for free.

Our report, ‘Digital inclusion in the UK charity sector’, uncovers charity practitioners’ attitudes towards digital inclusion, including the challenges charities face in reaching out to service users and how they are making the most of the digital technology they use. Click the link in the orange box below to download the report.

Our Digital Inclusion Hub features regular articles, podcasts, and webinars to help charities reach across the digital divide. Click here to learn more.