Openreach Warn 500K UK Business Lines Haven’t Switched Away from Legacy Phones

National operator Openreach (BT) has today warned that “more than half a million business lines” still haven’t migrated away from the old Public Switched Telephone Network (PSTN) to new IP-based digital phone (VoIP etc.) alternatives, which with only 12-months to go until the service is switched-off risks firms being exposed to price hikes, as well as “failing equipment and eventual loss of service“.

Just to recap. The legacy phone switch-off was last year delayed to 31st January 2027 in order to give broadband ISPs, phone, telecare providers, councils and consumers more time to adapt (details). The main focus of this was the 1.8 million UK people who use vital home telecare systems (e.g. elderly, disabled – vulnerable users), which aren’t always compatible with digital phone services because telecare providers were slow to adapt.

However, there are currently still roughly 2.8 million lines on the old PSTN network that need to migrate, with more than half a million of those serving business premises. Openreach states that legacy line prices are set to double by October 2026 (details) and businesses thus risk failing equipment and eventual loss of service if they don’t make the switch. “For businesses still relying on copper networks, this isn’t just a technical upgrade, it’s a looming budget and operational crisis,” said the operator (note: only the PSTN phone service is being removed – copper lines still exist and can also handle digital IP-based voice / broadband).

While many Communication Providers (CPs) have already migrated much of their customer base, a number of “smaller or specialist providers have been slower to act“. Openreach warns that businesses remaining with these providers face unique risks tied to equipment failure. Beyond phones, critical hardware including fire alarms, burglar alarms and payment terminals, will need to be migrated: the latest data reveals more than 12k lift lines and around 500 lines serving CCTV networks need to be upgraded too.

James Lilley, Director of All-IP at Openreach, said:

“There’s no time left to stall. We’ve spent the last year ensuring telecare customers can be migrated safely through our ‘Prove Telecare’ service, removing the final barrier to the switch-off. Now, the reality is simple. The PSTN analogue network is obsolete, becoming harder to maintain and significantly more expensive to run. We are passing those costs on to providers who continue to sell legacy products. If your business is still on this copper service, you will start to pay a premium for a service that will be switched off in 12 months. Most major Communications Providers moved their customers to digital long ago. If your provider hasn’t contacted you, you need to ask why.”

Openreach say they’ve “made clear” that all technical barriers to migration – including protections for vulnerable telecare users – have now been “resolved“. Consequently, says the operator, “the deadline is locked“, and the focus has thus shifted to the urgent withdrawal of legacy copper products. So don’t expect another delay at the 11th hour, Openreach aren’t currently planning for one.

The industry-led shift is being driven by a combination of factors, such as the looming retirement of copper lines in favour of full fibre (FTTP), as well as future exchange closures and the declining reliability of the old phone network (Ofcom states that fault rates have increased substantially in recent years). Not to mention that it is not economically feasible to maintain both the old and new networks side-by-side long term.

The government and ISPs have already introduced various measures to protect consumers, particularly vulnerable users. But businesses won’t benefit from this and need to ensure that their own systems are up-to-date ahead of time. The best way to start this process is by contacting your current provider to discuss the issue. The operator has also setup an information page for businesses looking to make the transition – here.