By the end of January 2027, the UK plans to retire its Public Switched Telephone Network (PSTN), ending the traditional phone network that has been in place for decades.
For most businesses and customers, the change should mean moving to digital landlines, VoIP or other modern communications services.
The technology is already available, and for many organisations the switch could bring better flexibility, easier remote working and access to a much wider range of communications tools.
But switching millions of customers from an old network to new technology is not as simple as replacing a phone.
Some businesses still rely on old phone systems, and devices such as alarms, telecare systems, and lift phones may also depend on the PSTN. Some customers may not even realise they are affected.
But there is still a question hanging over the whole process: are we ready to retire the system that has been in place for decades?
The technology isn’t the problem
According to Crystaline Director and Co-Founder, Kristian Torode, the UK has made “strong progress” towards the PSTN switch-off, but “readiness is becoming a capacity question as much as a technology one”.
He claims PSTN migration can take 30 to 60 days, with limited engineer appointments for businesses that need a visit. While there are no widespread delays yet, leaving migration until the final months could put pressure on providers and make smooth transfers harder to deliver.
He said providers should help businesses prepare by auditing affected lines and services, explaining what needs to change and arranging engineering work early.
“For a business without a telecoms team, the provider should effectively become an extension of that team,” he says.
“The final few per cent are likely to be the hardest because they will include businesses still unsure how the change affects them. The later those organisations act, the less flexibility there is around engineer availability.”
Torode continues: “The risk is not that migration becomes impossible, but that a seamless handover becomes harder to guarantee, increasing the chance of broadband or phone downtime and disruption to business continuity.”
The final few percent could be the hardest
For many businesses, the challenge may not be finding an alternative to the PSTN but finding the time and support to make the switch.
Businesses are not short of alternatives. VoIP, cloud communications and mobile services can all provide a replacement for traditional landlines, while also offering features that weren’t possible with the old network.
Jens Jenson, Chief Innovation Officer at Vonage, part of Ericsson, says the switch could ultimately give businesses and consumers access to better ways of communicating.
“The UK’s move away from the PSTN is necessary, and the transition brings with it a genuine opportunity to build something better,” he says.
“For most people and businesses, VoIP is a viable alternative that also offers key benefits compared to a traditional landline. It can provide greater flexibility and scalability, while supporting features such as call forwarding, voicemail, collaboration tools and CRM integrations.
“Where fixed broadband is limited, mobile networks offer an equally strong path forward; countries such as Norway and Sweden have already demonstrated this, with businesses and consumers embracing mobile-first communications as their primary replacement for the landline,” he continues.
However, he warns the move cannot be treated as a simple equipment upgrade.
“Providers need to communicate in clear, practical terms, particularly with customers who may not realise that devices such as personal alarms, telecare systems and lift phones may also rely on the analogue network. A key challenge with the transition is that the final few per cent to make the switch are likely to be the most difficult to reach,” he explains.
Instead, he advises, for a successful transition “providers need to go beyond awareness campaigns or one-off equipment changes.”
He says: “Customers will need ongoing consultative support before, during and after the migration. Providers should help them assess their communication and connectivity needs, test replacement services and adjust going forward as their needs change.
“This kind of practical guidance will be key to ensuring the move is smooth. Ultimately the transition should be judged by whether people and organisations can continue to make and receive the calls they depend on without interruption.”
Providers have a bigger role to play
Rather than simply telling a customer that their service is being switched off, providers should help them understand what is affected and what their options are.
The technology is already there. Cloud-based phone systems can provide voice, video, messaging and collaboration tools in one place. Employees can work from different locations, calls can be forwarded to mobiles and businesses can connect their phone systems to other software they already use.
For many organisations, the move could improve their communications.
Ryan Osbourne, CallTower’s Telecom Product Owner, agrees and believes the UK has the tools it needs to make the transition work.
“The UK should be ready for the PSTN switch-off, provided that businesses and consumers take advantage of the modern cloud infrastructure already available,” he says.
“Many cloud service providers are also helping ease the transition to the cloud by providing migration planning, number porting, user training, and ongoing support to facilitate cloud adoption.”
He continues: “Providers can further ensure no organisations are left behind by offering continued education, proactive outreach, and tailored migration assistance. The question is less about whether the UK is ready and more about whether organisations are acting early enough.”
So, is the UK ready?
Potentially- but there is still work to do.
The technology is there, and there are plenty of alternatives to the old PSTN network. The bigger concern is making sure everyone who still relies on it knows what they need to do and has the support to make the change.
The final few percent could be the tricky part. They are likely to include businesses and consumers who are less confident with new technology, don’t realise they are affected, or simply haven’t got around to making the switch.
That means providers have an important role to play. Businesses also need to stop putting the migration off and give themselves enough time to deal with any problems.
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