Openreach clears major hurdle to PSTN switch-off
Openreach will launch its new telecare migration service across the UK this October, following the success of its Prove Telecare Pilot.
The service will ensure that service providers can safely migrate vulnerable customers who rely on telecare devices to a new digital phone services operating over fibre and off the UK’s ageing copper phone network or Public Switched Telephone Network (PSTN) – due to be switched-off in January 2027.
During the pilot, and in partnership with multiple wholesale customers, Openreach engineers successfully migrated more than a thousand customers using fixed-line telecare devices, such as health-related alarms – to new digital or IP voice services (VoIP), which transmit calls over internet connections. All customers were safely upgraded with no disruption to their telecare services.
James Lilley, Openreach’s Managed Customer Migrations Manager, said: “The pilot has clearly shown that vulnerable customers with telecare devices can be safely migrated to fibre, removing a major barrier to the UK’s transition away from the PSTN.
“Our priority was always to make sure the switch to fibre broadband didn’t leave anyone behind, and the transition was seamless for telecare customers. We’ve achieved our mission with the Prove Telecare service that will accelerate the transition.
“With copper-based services more vulnerable to faults and outages, fibre is the safer and more reliable option. For customers whose safety depends on uninterrupted connectivity, the time to switch is now.“
Alyson Scurfield, CEO of TSA said: “TSA welcomes and fully supports the trial roll out of Openreach’s Prove Telecare service. Ensuring the safe migration of telecare customers is critical to protecting vulnerable people, and this programme is an important step in minimising risk as the UK transitions away from the PSTN telephone lines.
“We are encouraged by the pilot’s success and the commitment to safeguarding uninterrupted telecare support for those who rely on it most.”
Lucy Baker MBE, BT Customer Migrations Director said: “Prove Telecare is a vital new service designed to protect vulnerable customers still using analogue telecare alarms over landlines.
“Our large-scale pilot successfully migrated 1,000 customers, ensuring uninterrupted telecare support throughout. With over 40 telecare providers involved, we closely monitored the process to safeguard customer wellbeing.
“Customer feedback has been overwhelmingly positive, and this capability helps ensure a safe transition to Digital Voice ahead of the PSTN switch-off, while supporting the rollout of modern telecare equipment. We're now expanding the service for telecare users impacted by the switch, reinforcing our commitment to a smooth and safe transition for all.”
The new Prove Telecare service will be available nationwide, supported by more than 4,000 specially trained Openreach engineers – to help fulfil the volume of vulnerable customer migrations. These engineers will work directly with alarm receiving centres to confirm households using telecare devices, and only complete migrations when devices are compatible. If any equipment is found to be incompatible, the engineer will move the phone and telecare device back to the original copper service, ensuring continuous protection for customers. Openreach then informs the customer’s service provider and the telecare provider so that that they can arrange for a replacement device to be installed, before a follow-up visit.
