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Switching from analogue to telephony: Listening to the needs of landline consumers (2023)

By 2025 BT intends to replace the Public Switched Telephone Network (PSTN) with Voice over Internet Protocol (VOIP), which uses broadband to provide a digital connection.  Other landline providers will follow similar timescales. The change in technology will have implications for a range of consumers; in particular those who are reliant on their landline and those who use their landline services for other services such as house alarms or care alarms.

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 order to inform the discussion of the changeover to VoIP, in 2022, we commissioned an extensive quantitative research survey of 4,612 consumers with a landline around the UK (you can find our previous research here). The research was repeated in 2023 with an increased sample size (6,117), 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?

You can access our research report and data tables below:

CCP ACOD Migration to VoIP: Listening to the needs of landline consumers (2023 - Word version) 

CCP ACOD Migration to VoIP: Listening to the needs of landline consumers (2023 - PDF version)

CCP ACOD Migration to VoIP - Datatables

Migration to VOIP Wave Three Report

Wave 3 data tables- summary report to follow


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