Gov Set New Fixed Telecoms Charter for UK Analogue Phone and Exchange Closures

The UK Government appears to have published a revised Fixed Telecoms Modernisation Charter (FTMC), which sets out the steps that fixed line broadband and phone providers must take to ensure that customers “remain safe” during the current switch-off of analogue phone (PSTN) services and future closure of thousands of Openreach’s legacy exchanges.

Just to recap. Telecoms providers are currently in the process of switching-off legacy phone services by 31st January 2027, which was delayed from 2025 to give ISPs, phone, telecare providers, councils and consumers more time to adapt (details). The main focus of this is on 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.

Separately Openreach has c.5,600 UK exchanges, but only c.1,000 of these are needed to provide nationwide coverage of modern “fibre broadband” based services (FTTC, FTTP etc.) – the Openreach Handover Points (OHPs). The rollout of full fibre (FTTP) technology, combined with the retirement of copper lines and legacy services (ADSL, WLR / PSTN etc.), will soon make it economically unviable to support all these exchanges and so the operator has long planned to close around 4,600 of the oldest (mostly taking place after 2030) – the Exchange Exit Programme.

The closure of WLR/PSTN services is currently reaching its end, while Openreach are separately finishing up the early pilot phase of their future Exchange Exit Programme and initially then aim to close a total of 108 exchanges by 2030 (details of the first 108 exchange closures) – thousands more will then follow during the 2030s.

As part of all this the Government have today published yet another industry charter – the Fixed Telecoms Modernisation Charter (FTMC), which is accompanied by a new Engagement Protocol for communication providers. Admittedly it’s getting hard to keep track of all these cross-crossing government charters, but they are still very important.

The FTMC broadly sets out what further steps the industry must take to “ensure that customers remain safe during current and future fixed telecoms modernisation” – focusing on the two programmes mentioned above. The signatories to this include BT, Sky (Sky Broadband), Virgin Media and O2, VodafoneThree (Vodafone and Three UK), TalkTalk, KCOM and Immervox. A separate list for wholesalers also exists, covering VMO2, Openreach, KCOM and CityFibre.

FTMC Charter Commitments

Ahead of and during any fixed telecommunication modernisation we, as Communication Providers (CPs), Network Operators (NOs), and Wholesalers (WSRs) commit to the following:  

1. We will work to ensure that all modernisations take place safely and effectively for all users of the network including for vulnerable users, life critical services and critical national infrastructure.
2. We will publicly announce the switch-off date for any network or service that we own as soon as we are able, but at least 12 months before it begins by informing government who we support publishing this on the gov.uk website.
3. We, NOs only, will provide at least 12 months’ notice of any planned network migrations or service closures to communication providers. Provision should be made for where this is a chain of communication providers.
4. We will not migrate or cease any services to customers without having made exhaustive efforts (as set out in the relevant charter, checklist or protocol) to identify and engage with customers, including identifying vulnerable customers.
5. We will send repeated communications to each of our direct customers that clearly states the planned closure date for the relevant network or service.
6. We will always provide our direct customers with at least 60 days’ notice before any modernisation, migration or network closure that affects them specifically.
7. When completing a modernisation programme, we will always seek to provide all customers with an alternative form of technology on which to migrate. Where no alternative service can be provided by the current CP, we will in all communications provide information on how the customer may obtain an alternative service, if one is available. In exceptionally rare circumstances where no alternative service is available, or commercially viable, we will inform the customer.
8. Where possible, we will work with stakeholders in affected sectors and the government to address specific issues raised by any network migration or network closure. For example, working with the telecare sector, the medical device sector, and local authorities to ensure telecare users are identified and migrated safely.
9. We will, where necessary, develop appropriate solutions to safeguard our direct customers, who may require additional assistance with their migration. For example, providing battery back-ups for landline dependent customers.
10. We will follow any specific checklists developed between industry and government to ensure customers are safely migrated and services closed. This includes, the Non-Voluntary Migrations Checklist (for CPs), the CP Final Engagement Protocol (for CPs), and the NO and WSR Final Engagement Protocol (for NOs and WSRs)
11. We will, where we provide line rental or wholesale services to other CPs, inform them of the principles of this Charter, and request that they apply these with regards to their customers.
12. We will work to find a solution to enable NOs to safely move telecare customers between networks. This may include creation of an industry working group.

The engagement protocol is also worth a read as it sets out the sort of processes that network operators and internet providers must follow when engaging with consumers. Interestingly this does recognise that there may be locations, such as certain Multi-Dwelling Units (MDU’s), where there is currently no alternative to copper lines, as network operators cannot access the premises in order to undertake the necessary work.

The Government are currently consulting separately on legislative proposals to address broadband rollout in leasehold flats (here) which, if taken forward, should help reduce the number of premises impacted. All of this is important because the last thing that providers want to do is leave paying customers with no other option but disconnection in the future, which is particularly important to avoid for vulnerable customers.