Switching broadband provider Openreach support

Support for vulnerable customers: Getting help during network changes

Important: If you or someone you care for relies on your phone line for essential services, help is available during the change to digital phone lines. This page explains what support you can get and how to access it.

Are you a vulnerable customer?

You may need extra support if you:

Use a medical alarm or pendant alarm
Rely on your landline for essential communication
Have hearing aids that work with your phone
Use assistive technology connected to your phone line
Have mobility issues that make phone access crucial
Live alone and depend on your phone for safety

Openreach engineer standing next to branded van in East England community

What's happening to phone lines?

The UK is switching from old analogue phone lines to new digital phone lines by 31st January 2027. Digital phone lines use your internet connection to make calls.

What this means for you:

Most people will need to switch to a digital phone line before this date
Your phone service should continue to work as normal
Some equipment (such as certain alarm systems) may need updating

Getting help and support

Step 1: Contact your broadband provider first

Your broadband provider is responsible for helping you through this change. They should:

Identify if you need extra support
Explain what's changing in simple terms
Make sure your service continues to work
Help you with any equipment that needs updating

Openreach engineer failed to fix my problem

Step 2: If you're having problems

If your broadband provider isn't providing the help you need:

Ask to speak to their vulnerable customer support team
Request written information about the changes
Ask about priority repair services
Check their complaints policy if you're not satisfied

Step 3: Safety concerns

If you have immediate safety concerns or damage:

Report it straight away using Openreach's safety reporting process
Don't wait - safety issues need urgent attention

Your rights to support

You have the right to:

Be identified as needing extra support
Receive clear, easy-to-understand information
Get help maintaining your phone service during changes
Have your specific needs considered
Access priority support when needed

Special situations

Medical alarms and emergency equipment

If you have equipment that depends on your phone line:

Tell your phone company immediately
Ask about compatible replacements
Ensure any new equipment is tested before the old system is removed
Keep emergency contact numbers written down as backup

Hearing aids and accessibility equipment

Check if your hearing aid will work with digital phone lines
Ask about compatible phones if needed
Request demonstrations of new equipment before switching

When Openreach might contact you directly

Openreach engineers may visit your home for installation work. You can contact Openreach directly about:

Safety concerns during their work
Damage caused by their engineers
Problems with engineer behaviour or work quality

Remember: For service problems, always contact your phone company first - they work with Openreach on your behalf.

Need more help?

Contact your phone company - they're responsible for supporting you through this change

Visit the main Openreach help section for general information

Ask a family member or friend to help you contact your phone company if needed

What should I do now?

Contact your service provider. They manage your order or repair and can:

Check the status of your appointment and find out what happens next
Rebook if necessary
Confirm your contact details are correct so you receive updates – check your messages and junk folders in case you've missed anything

Frequently asked questions

Will I lose my phone service during the switch?

Your phone company should ensure your service continues to work throughout the change. If you have concerns, contact them to discuss your specific situation.
What if I can't use internet-based phone services?

Tell your phone company about your concerns. They must work with you to find solutions that meet your needs and may be able to provide alternative arrangements.
Who pays for any new equipment I might need?

This depends on your phone company's policies. Ask them directly about costs and whether support is available for vulnerable customers.
How will I know when the change is happening?

Your phone company should contact you well in advance to explain the changes and arrange any necessary visits or equipment updates.
What if I don't understand what's happening?

Ask your phone company to explain everything in simple terms. You can also ask a trusted family member or friend to help you understand and communicate with your phone company.