As the PSTN (Public Switched Telephone Network) gets closer to the switch off date, we’re urging all business and public sector customers to act now to go fully digital and safeguard their services.
We’re urging customers to switch to newer, more reliable networks by the end of 2025. The old, analogue network will be switched off for good by the end of January 2027.
We'll give all customers plenty of notice when we are preparing to switch you to the new service. We recommend you take any action when we contact you so that any devices you have connected to your service aren’t impacted by the switch.
I have a disability or additional needs
If you’re affected by any of the following, we’d like to offer you additional support through the switch to a digital service:
- Dementia and other cognitive conditions
- Neurodiverse conditions
- Speech or language impairments
- Physical or motor impairments
- Any degree of sight loss
- Hearing loss
How can I register my needs?
You can register through My Account.
You’ll need your user name (which is your email address) and password to log into your account. If you’ve forgotten your log in details you can reset it with either your email address or BT Business account number.
If you haven’t set up an online account yet, simply register for My Account.
If you’d like to speak with one of our specialist team, contact us on 0800 121 7445. We’ll take some basic information and update your records so that when you move to an IP solution we can give you the support you need.
Why should I register my needs?
I have a healthcare alarm, how will the PSTN switch off affect me?
- Telecare / healthcare alarms
- Personal care alarms
- Medical help buttons
- Emergency response alarms
- Corded or wearable fall detection devices, such as bracelets or pendants
I have a healthcare alarm - what do I need to do?
You can register through My Account.
You’ll need your user name (which is your email address) and password to log into your account. If you’ve forgotten your log in details you can reset it with either your email address or BT Business account number.
If you haven’t set up an online account yet, simply register for My Account.
When you log in, you’ll see a message asking “Does your business have critical devices including healthcare alarms”. If you’re ready to record your devices, then click Yes and follow these steps:
- Click on the three dots at the top right hand corner of your service ID card.
- Select Record as a critical device on the menu.
- Tell us if your service is a healthcare, fire or security alarm by moving the toggle on the right of the option to Yes.
- Click Save details when you’re ready.
- You’ll then see an icon attached to your service ID, to show it’s been recorded as being connected to a critical device.
If you’d like to speak with one of our specialist team, contact us on 0800 121 7445. We’ll take some basic information and discuss how we can offer extra support to help you through the switch to a digital service.
Why should I tell you that I’ve got a healthcare alarm?
For your safety, so that we can support you so you know what needs to happen for your healthcare alarm to keep working on the new digital service. Our support team will be contacting customers who have registered to understand how we can support you through the switch to the new digital network, and talk you through the next steps.
Frequently asked questions:
Will my digital service work in a power cut?
If there’s a power cut or your broadband fails, you’ll be unable to make any calls on the digital network, including 999 calls. You’ll still be able to use a mobile phone, just make sure you keep it charged at all times. If you don’t have a mobile phone or are in an area with no mobile signal, please contact us on 0800 028 2075 and we’ll discuss your options with you.
Your device provider will be able to tell you whether your healthcare alarm uses a mobile sim. If it does, as long as you have a mobile signal, your alarm will still work in a power cut. If your healthcare alarm won’t work in a power cut, then let us know and we’ll provide you with a resilient solution.
I’ve just received a call from someone claiming to be from BT. How do I know if this call if genuine?
Fraudsters are known to call claiming to be from BT, when it’s actually a scam.
If you’re worried the call may not be genuine, simply put the phone down.
For more information, see our help article on protecting yourself from scams.
To check if a call is genuinely from BT, please hang up and call us back on 0800 800 152.
How will you handle the information that I’m sharing with you?
You can read about how we will manage any information you share with us in our Privacy Policy.
Find out more about the PSTN switch off.