Updates from Citizens Advice North East Kent October 2026

By 31 January 2027, the UK’s traditional analogue telephone network will be completely switched off by major telecommunications providers such as BT.

The old copper wire infrastructure that has powered UK landlines for over a century is reaching the end of its operational life. To build a more reliable, resilient network, telecoms operators are migrating all landlines to digital technology. Calls will now run over an internet connection rather than legacy analogue lines.

This switchover affects everyone using traditional landlines, whether in a home or a business setting. It also impacts connected devices that rely on analogue phone lines to function, such as security and fire alarm systems, telecare pendants, personal alarms, and door entry intercoms.

What do you need to do?

1. Wait for your provider to get in touch:

Your telephone or broadband provider (e.g., BT, Sky, Virgin Media) will contact you before migrating your service. You should look out for communications material from them and be careful not to confuse this with marketing material. For most residential users with existing broadband, the transition is straightforward - typically involving plugging your phone directly into the back of your internet router.

2. Review your connected equipment:

Check with manufacturers or suppliers of any connected equipment (e.g. alarms or emergency lines) to ensure they are compatible with digital lines or if an upgrade is required. Communication providers are giving extra support to telecare users during the migration. This includes free engineering visits and battery back-ups for telecare devices and landlines where needed. If you’re buying a new alarm or device, you should check with the provider of that equipment that it is compatible with digital phone lines.

3. If you don’t have broadband:

Providers are offering dedicated, low-cost digital landline options to ensure customers without internet access remain connected without needing to buy full broadband packages.

This migration is a vital step toward a modern telecommunications infrastructure across the UK. Taking simple steps today ensures your voice services and connected devices remain fully operational ahead of January 2027.

How can we help you?

Drop-in sessions (no appointment necessary):

Sittingbourne

Mondays 10am-12pm - Swale House

Tuesdays 11.30am-1.30pm - Murston Family Hub

Sheppey

Tuesdays 10am-12pm - Sheppey Gateway (except the second Tuesday of every month, which is held at Sheerness East Working Mens Club)

Faversham

Wednesdays & Fridays 10am-12pm - 43 Stone Street, Faversham

Thursdays 10am-12pm - West Faversham Community Centre

Telephone advice: Call Adviceline on freephone 0808 278 7979 (Monday-Friday 10am-3.30pm)

Email advice & specialist debt advice: Contact us online at canek.org.uk

Citizens Advice North East Kent operates across Canterbury district, Swale and Thanet. If you live or work in any of these areas we can support you. To stay up to date with our opening times, please visit canek.org.uk or follow us on Facebook.