Mildenhall's phone lines are changing

Don't get left behind

The UK's phone lines are going digital - and Mildenhall's leading the way

We’re upgrading the UK’s phone network, from copper analogue lines to a digital service. This means that phone calls will be made using broadband technology – just like video and conference calls are now. BT Group will be retiring the traditional PSTN (Public Switched Telephony network) nationwide by 31st January 2027. Mildenhall is one of the first places to benefit from the switch to digital, and will need to upgrade by October 2023.

We stopped selling analogue phone lines in Mildenhall in May 2021, and the change affects both home and business phone lines. To find out if this affects you contact your service provider.

How will we do this?

Upgrading the network

You might notice our engineers working nearby. They're getting everything ready, and you don't need to do anything at this point.

Moving to a digital line

Once we've upgraded the lines in your area, your service provider should contact you and guide you through your options.

What happens next?

After the upgrade, you may need a new router and a phone that can connect through the internet. Your service provider will provide the router and help you understand what else you may need.

FAQs

What's changing about the phone line?

The current phone network is coming to the end of its lifespan. Over the next few years, we’ll be upgrading the UK to a new network fit for the modern world. We aim to upgrade the whole country by 2027.
When's the upgrade happening?

Mildenhall is one of the first areas in the country to switch to digital, which means you’ll probably need to upgrade your phone line by October 2023.
How does this affect me?

Most Mildenhall residents will need to upgrade to a new digital phone service that runs over a broadband connection.
How do I know if I'll be impacted?

The switch-over will affect everyone with a PSTN (Public Service Telephony Network) phone line. People with MPF (Metallic Path Facility) phone lines won't be impacted. The best way to find out what kind of phone line you have, and whether you'll need to upgrade, is to contact your service provider.
How do I upgrade my phone line?

Your Service Provider, the company that provides your phone service (for example, BT, Sky, Zen or PlusNet), will help you with the upgrade process and may have contacted you already. If not, it’s worth getting in touch with them.
What's different?

After the switch, your home phone will be connected via a broadband router, as will all the devices and services that are connected to your existing phone line. If you have anything that relies on your phone line connection, like a care or security alarm, you'll need to check whether they'll work over the new technology. Most modern devices should be compatible, but if you use one of these devices it’s really important that you speak with the company that supplied it to you.

If you don't have a router, or need a new one, your service provider will send one to you. You won't have to sign up for a broadband service and your service provider will be able to confirm whether the price you pay for your service will change.

We recommend making a list of any other devices, besides your landline phone, that connect to the phone line. Some examples are fax machines and security, fire or health alarms. Do this before you call your service provider, so they can provide guidance on how those devices will be supported after the upgrade.
Will my phone number change?

It may do. This depends on your service provider. Check with them to see what number porting features they have available as part of the move to digital phone lines.
Will my phone still work in a power cut?

The old technology has its own inbuilt power supply, but the new network will need to be powered from your home electricity. If there's a power cut this means that you won't be able to make or receive calls.

If you’re about to upgrade to a Digital Phone Line, please let your service provider know if any of the following apply:

· you live somewhere where there's little or no mobile coverage

· you're a vulnerable customer and rely on your home phone

· you don’t have a mobile phone.

If you plug other devices into your phone socket, like fax machines, healthcare alarms, burglar alarms and security systems and text-relay phones, these won't work over the phone line in a power cut. It’s really important that you speak to your service provider, and the company that supplied any device you have, to find out whether it requires a battery backup.

Ofcom has published some guidance which may be helpful.
Are you talking to Ofcom about this?

We're in regular contact with Ofcom and the Office of the Telecommunications Adjudicator (OTA2) about the upgrade of our phone and broadband network and we’ve shared our plans with them.