Analogue to digital telephony: Migration to VoIP: evidencing consumers’ use of landlines and awareness of the migration
UK landline services will be switching to a fully digital network by 2027. The current network, Public Switched Telephone Network (PSTN), will be withdrawn. The PSTN has become an aging network and its maintenance is becoming harder and more expensive. The service we use today will move to a broadband network entitled Voice Over Internet Protocol (VoIP)
Decisions to withdraw the PSTN is industry-led, determined by the companies that operate and provide these services. Migration to VoIP has already commenced, and in some areas of the UK has been completed, whereas other regions are yet to start their migration journey.
The change in technology will have implications for a range of consumers; in particular those who are reliant on their landline for other connected services such as house alarms, telecare or medical devices.
We strongly believe the migration to a digital service should be handled with the utmost care to ensure the safety of consumers in the event of power cuts, including people living in areas of low mobile signal and those who use telecare alarms, medical devices or remote health monitoring equipment.
Raising awareness to the migration is vital to ensure everyone's safety and we remain convinced a national communications campaign around this industry-led change is essential.
For more information on frequently asked questions about upgrading landlines to digital technology you can visit Ofcom's website.
In order to inform the discussion of the changeover to VoIP, in 2022 we commissioned an extensive quantitative research survey of 4,612 consumers with a UK landline. The research was repeated in 2023 with an increased sample size of 6,117 consumers.
Our most recent quantitative research completed in 2024, obtained views from 6,140 consumers with a further 2,110 online interviews to capture a broader nationally representative view.
Our key findings of our latest research and data tables can be found below:
Migration to VoIP: evidencing consumers' use of landlines and awareness of migration- Summary report
Please find below the links to our previous research and data tables:
- Quantitative research (Waves 1-3, Switching from analogue to IP telephony: listening to the needs of landline consumers)
Switching from analogue to telephony: listening to the needs of landline consumers 2023
Switching from analogue to telephony: listening to the needs of landline consumers 2022
- Qualitative research (Impact of VoIP Switchover, CCP 2021)
Switchover from analogue to digital telephony: UK Consumer and Microbusiness reaction