The Public Switched Telephone Network (PSTN) is scheduled to be shut down by 31 January 2027. By then, every phone line in the UK will need to move to a digital alternative. The switchover will affect voice services, as well as any equipment that currently uses the PSTN such as alarms, electronic point of sale (EPOS) machines, door entry systems and CCTV.
Preparations for the switchover may also require a broadband upgrade and the Integrated Services Digital Network (ISDN) will also stop working.
Progress is being made in preparing for this, but there remains work to be done. Martin White is all-IP product manager at Giacom and is also a co-chair at the Federation of Communication Services (FCS).
He explained that steering Groups led by the Office of the Telecommunications Adjudicator (OTA) and Openreach have been instrumental in driving awareness and progress towards the transition to all-IP solutions.
He also pointed to the Telecare Advisory Board (TAB) and the Fire and Alarm Security board, both of which Giacom is actively involved in, as key bodies that are working to address the specific needs of sectors that rely heavily on traditional telephony, such as healthcare, security and critical services.
Yet preparations for the switchover are complex and the industry still needs support in building momentum towards the deadline. White said, “Despite these advancements, much remains to be done. The complexity of migrating all users in the UK, especially those relying on legacy equipment or hard to reach areas, highlights the need for continued investment, industry collaboration and customer education.”
Much of the remaining work will be more difficult. Adam Geldard-Williams, partner account manager, Evolve IP, said, “The Channel has done a fantastic job in migrating ISDN customers for example. In many ways that was the easy part. There’s still more work to be done with customers with a large analogue estate; true PSTN operations rather than ISDN. A lot more investigating is needed around multi-sites or large manufacturing operations where hundreds of lines could be connected to specialist machinery such as CNC equipment.
“Overall, a lot of progress has been made. The phone system side of the switchover is reaching the finish line. It’s more niche areas that need focus. As an industry, we’re in a good place but there’s still work to be done.”
Louisa Clark, product director, PXC, discussed the focus for her organisation, with an insight into some of the trials PXC has been involved in.
She said, “Within PXC, we have made a lot of progress in preparing for the digital switchover. We’ve already completed a trial exiting 10 of our quietest exchanges, have participated in Openreach’s pilot migration project in Belfast and were also part of the removal of all WLR lines in the Salisbury and Mildenhall exchanges. All this work has been done to ensure that PXC can design and refine both our internal processes and the industry processes that contribute to the success of the UK’s transition to FTTP.
“In the background of this work, our focus has been on making sure we have the right products to support the transition. Most exit exchanges are selected where there is a 90 per cent FTTP footprint, so our work has been around ensuring we have an automated FTTP journey to make the switch as seamless as possible. However, we’ve also needed to ensure that we have SoGEA in place for the 10 per cent who can’t move to FTTP yet, as well as having a VoIP product available across our network.”
Some stakeholders are concerned about the disconnect between the availability of digital alternatives and take-up. Kristian Torode, director and co-founder, Crystaline, said, “With just over two years until the PSTN is switched off, the rollout of the supporting infrastructure is progressing well and 61 per cent of UK premises can now access full fibre. Faster, more reliable fibre connectivity is essential to ensure the success of digital telephony options.
“However, the rate of adoption of digital phonelines has been less promising. Despite Openreach triggering stop-sells in exchanges where over three quarters of premises can access full fibre, nationwide uptake remains slow. Ofcom data from December 2023 reveals that over two in five landlines still use the PSTN, so ensuring that all premises are successfully migrated by 2025 may prove a challenge.”
Some businesses will not need to upgrade their services. Patrick Watson, head of research, Cavell, discussed the analyst firm’s own data. He said Cavell surveyed more than 500 businesses in the UK last year and asked specifically about awareness relating to the then-upcoming, now rescheduled, withdrawal of PSTN services.
At the time of the survey, Watson said that nearly 80 per cent of businesses were aware of the switch to digital landlines, with more than 37 per cent of businesses expecting it to have no impact. He said, “This is more than likely because this proportion of businesses had already migrated to voice over internet protocol [VoIP] systems, embracing solutions such as unified communications as a service [UCaaS].”
The awareness gap
For those businesses that do need to upgrade, low awareness is an issue the industry must engage with. Steven Lowe, product director for mobile, Gamma, discussed a problem he calls the “awareness gap”.
He said, “We know how seismic this shift is, but how aware are businesses of the PSTN switch-off? In a recent report published by Gamma, in partnership with Cebr, it turns out that nearly a third of UK businesses are unaware. But it goes deeper than that. Only 54 per cent of businesses still using PSTN to communicate are conscious of the switch-off.
“These organisations are the most vulnerable to the end of PSTN, yet they are the least prepared. In terms of company size, the findings are also concerning. 78 per cent of micro-businesses are unaware of PSTN’s impending fate. In contrast, 66 per cent of larger enterprises are aware of the switch-off.”
This research, Lowe said, shows just how vulnerable smaller businesses are when it comes to the end of PSTN. He explained, “They’re vulnerable in the sense that they’ll be at a clear disadvantage compared to competitors who have already modernised their communications infrastructure.”
Lowe emphasised how “nerve-racking” it is to be tackling this lack of awareness, despite Gamma being “noisy” in making businesses aware. He added, “The main concern from Gamma’s perspective is that the longer the delay [from customers], the more pressure that builds.”
Providing options
There is a risk that businesses could feel forced into making upgrades they do not want and see no value in, so it will be important to provide options for customers.
White, from Giacom and FCS, explained, “Businesses have several options to ensure a smooth transition. The primary alternatives for connectivity include fibre-based solutions such as fibre to the premises [FTTP], single order generic Ethernet access [SoGEA], and SoADSL, as well as Ethernet connections, which provide robust, future-proofed digital infrastructure for both SMBs and large enterprise.
“These options enable businesses to move away from legacy copper lines, meeting the demands of modern data and connectivity requirements.”
That chimed with the view of Clark, from PXC, who pointed to FTTP, SoGEA and VoIP. She added, “However, we’re looking at Ethernet variants too, offering EoSoGEA and EoFTTP for partners who were previously on EoFTTC or EFM products, offering an enhanced solution with Business Grade SLAs. We’ve also implemented Zoom, a fully automated UCaaS solution within our 1Portal platform, which is available for select business-focused partners to consume when single line VoIP isn’t enough.”
Steven Try, channel manager for the UK and Ireland, Snom, explained why VoIP can be a good option. He said, “One main advantage of VoIP is its cost-saving benefits, as it does not require expensive ISDN lines and often runs over existing Internet connections. Calls – especially international calls – are often significantly cheaper or even free. There are also fewer maintenance and provisioning costs, as VoIP systems can be flexibly scalable and are cloud-based.
“VoIP offers numerous functions, such as video conferencing, instant messaging, call forwarding to mobile devices and integration with CRM systems. It offers HD voice and better audio quality as long as a good internet connection is available. ISDN is limited to 8 kHz, while VoIP supports higher frequencies, allowing for clearer sound.”
Geldard-Williams, from Evolve IP, highlighted the importance of being able to respond to specific customer needs. He said, “There are many different solutions and options in an ever-evolving technology landscape. One size doesn’t fit all. It’s about having the ability to adapt and change to best meet customer needs and deliver what they are looking to achieve, with a clear outlook on the future and how the technology can drive them forward. This transformational shift will bring many business benefits.”
Mobile alternatives
In some instances, mobile broadband could offer a good alternative for PSTN lines that need to be upgraded. Tony Guerion, CEO, Cellhire Group, said, “Cellular IoT connectivity offers a range of solutions that can replace PSTN in legacy systems such as door entry systems, ATMs, CCTV systems, elevator call systems and outside broadcasting apparatus to ensure that critical applications continue without interruption after the switch-off.”
Asking customers the right questions will help channel partners find the best option. Guerion explained, “By working closely with customers, channel partners can identify the most suitable alternatives, ensuring that applications remain uninterrupted during and after the migration.”
Ben Merrills, CTO, Jola, explained that some PSTN lines might not be suitable for a SoGEA or FTTP replacement due to costs, incompatibility or logistical challenges. As such, mobile data could be the most suitable replacement.
He explained, “Where it is not practical to replace PSTN lines with fixed-line connectivity, [we have] helped partners to productise mobile data solutions. We offer a range of cellular routers with an integrated Analogue Telephone Adaptor [ATA], SIP Overlay service and calls over IP with a MultiNet SIM and pooled data across multiple sites.”
Using time effectively
One key development in the digital switchover journey has been an announcement earlier this year that moved the final deadline from December 2025 to January 2027. Yet the reality is the switchover is already underway.
Lowe, from Gamma, explained, “5th September 2023 is a day of great significance. On this day, BT Openreach began the first phase of the PSTN switch-off. The national stop-sell was initiated, and the curtain started to fall on PSTN.
“Yes, one can shrug their shoulders and feel relaxed about having over two years to prepare themselves. Perhaps moving the initial deadline from December 2025 to January 2027 gave businesses more reason to stall their transition. But businesses don’t succeed by being unprepared; they succeed by seizing the moment. The countdown is on, and action is the order of the day.”
Geldard-Williams, from Evolve IP, added, “The extension is a good thing and takes the pressure off some organisations, enabling them to make proper and informed business decisions, rather than making any knee-jerk reaction.
“With the deadline being extended, this is where Evolve IP is working hard and well with our partners to help educate customers to make the move sooner rather than later, ensuring the solution being implemented is the best-fit solution and not just a quick fix.”
There is concern that the extended timeline has slowed progress. White, from Giacom and FCS, said, “Since the announcement, transformation efforts have somewhat slowed. Nevertheless, for those who can, migrating to an all-IP solution sooner rather than later remains advantageous.
“Early adopters can avoid potential bottlenecks in engineering resources closer to the deadline and sidestep possible increases in pricing for legacy services.”
White added that, for locations where FTTP isn’t yet available, transitioning to single-order solutions such as SoGEA or SoADSL is still beneficial. He explained, “While FTTP is ultimately the end goal, SoGEA and SoADSL provide a reliable step forward towards an all-IP setup, ensuring smoother transitions and continuity for businesses.”
It is essential that the additional year is used to educate businesses and help them upgrade. Myles Leach, managing director, NFON UK, commented, “This delay also allows for effective management and clear communication, which are essential to minimise disruptions and ensure all users benefit from the new digital infrastructure.
“For small- and medium-sized businesses, this delay offers a valuable opportunity to evaluate and select the best alternative communication systems. It provides a chance to reassess current communication tools and potentially adopt UCaaS solutions, which can enhance operational agility, support a hybrid workforce, and make communications more efficient and effective.”
Clark, from PXC, emphasised what is at stake here. She said, “I think there’s a lot of confusion in the market around the December 2025 deadline extension and, at PXC, we’re still very much working towards the original deadline where possible.
“The message in the market is that connectivity providers should still aim for December 2025, and that there are only a few exceptions to this rule where Openreach are allowing extensions. These extensions are focused on giving certain providers more time to identify and safely migrate their vulnerable customers and complex use case scenarios to new technology.”
Clark pointed out the reality that, from January 2026, Openreach will be looking to introduce new terms and conditions for the WLR product, which will give them the option of a three-month termination period.
She emphasised, “Everyone should keep pushing for the original deadline and get as many circuits as they can over the line so that post December 2025, you are only left with your vulnerable customers and complex scenarios like critical national infrastructure to migrate, because these need more time and care.
“I don’t think everyone can delay taking action thinking that they have an extension. For us, it’s carry on and carry on with speed to get the majority of simple migrations over the line and have a robust plan for the vulnerable and complex in parallel.”
The Channel will have a vital role to play here. Ritchie Butters, business development director for EMEA, 8x8, explained, “The delay gives companies that are lagging more time to do the transition correctly and budget accordingly. Some will take advantage of the extra time, but many won’t.
“That’s where the Channel comes in. Good partners will be talking to all their customers, knowing what’s the best option for them and constantly making sure they are on top of it.”
Butters highlighted the importance of the new date remaining fixed. He said, “One thing that is needed though is for the date to stay fixed and no more moving the goalposts. If it is January 2027, people need to have absolute guarantees that this time BT means it. Removing that uncertainty of ‘will they, won’t they’ is one of the best things BT can do – for the Channel and businesses.”
Supporting the Channel
All stakeholders agreed that the Channel will need support to help propel upgrades forward. “The complexities of the supply chain can make it challenging to ensure that critical information reaches end users effectively,” said Giacom’s White. “Additional support for the Channel could help clarify the rules surrounding the switchover, providing details about which exchanges will be impacted and when, as well as providing insights into available all-IP products and migration options.”
Some stakeholders say it would be beneficial for those who have built the new infrastructure to support companies now trying to get users and businesses to adopt those new networks.
Torode, from Crystaline, said, “With migration to digital services still standing at a relatively low level, it’s important that infrastructure operators support resellers with providing accurate, easy to understand information on the switch-off.
“Not only does this make it easier for resellers who may not have sufficient resources to produce these resources internally, but it can help to tackle misinformation and common misconceptions around the digital switchover.”
Collaboration between stakeholders will be essential. Watson, from Cavell, said, “All businesses need to be made aware of the impending change, so they have time to adequately plan and migrate to new services, and both BT and the industry more widely need to do more work to help smaller businesses in particular with their migration plans.”
Full steam ahead
The overriding message was that the Channel and its partners are doing good work and making progress, but we all need to pick up the pace where possible.
Try, from Snom, said, “It’s important that, even with the delay, organisations who are yet to complete the switchover don’t take their foot off the gas. When deadlines are extended, there is always a risk that the sense of urgency will be lost, but the reality is that the new deadline only buys businesses an additional 13 months.
“Organisations should still aim for the initial 2025 target and use the additional time to carry out further testing and iron out any issues. In doing so, they can be confident that any disruptions further down the line will be minimised.”
Migrating services to all-IP is the only way forward. Clark, from PXC, explained, “Copper is a century old, it’s been in the ground for a long time and is very susceptible to degradation over distance or variable for extreme weather conditions – you don’t have those problems with FTTP, so switching is the right thing to do. However, it does mean that those partners impacted need warning and a plan so that it doesn’t feel rushed.”
This feature was included in our December 2024 print issue. You can read the magazine in full here.