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The switchover from analogue to digital telephony: Our latest research on the needs of landline consumers

17 May 2023

We've published our latest research on the needs of landline consumers across the UK to help inform the digital switchover and further understand where consumers would benefit from additional support and protection. 

We believe that migration to VoIP needs to be handled carefully to protect the safety of consumers in the event of power cuts, including people living in areas where they cannot rely on a strong, reliable mobile signal and those who use additional telephony services such as a telecare alarms or remote health monitoring. Consequently, we believe that raising the overall awareness of consumers and micro businesses is vital and remain convinced that there needs to be a wide-ranging communications campaign around this industry-led change.  

In 2022, we published the findings from an extensive quantitative research survey of 4,612 consumers with a landline around the UK (you can find our previous research here). We repeated the research with an increased sample size of 6117 consumers with a landline across the UK, minor questionnaire additions and the same objectives:

  • What do people need to know to prepare for the switchover to digital telephony?
  • Current knowledge and awareness of the switchover
  • How consumers can best be informed, by whom, and what content is required
  • How reliant consumers are on their landline phone – for example, what they would do in an emergency if there was a power cut and they had no access to a landline connection?
  • Are there particular concerns, requirements, or communication preferences amongst consumers who may be put in a vulnerable position if their landline service failed?

To access our research report and our recommendations for industry, UK and devolved governments and Ofcom, please click here.



If you have any difficulties accessing content on this page, please email us at contact@communicationsconsumerpanel.org.uk