The UK’s digital switchover – why a spotlight should shine on the vulnerable

By January 2027, the whole of the UK’s creaking analogue landline network will have been replaced by digital and fibre technology.

This vital telephony upgrade is part of the UK Digital Switchover which will see the introduction of digital and fibre technology, using the internet to deliver more cost-effective calls and faster connections.

As we move towards the deadline, which is just two years away, some broadband and telecommunications providers have already conducted a digital readiness assessment, whilst others have been slower and are being afforded more time to adapt their systems to provide digital voice services.

A consumer need

Central to the switchover is, of course, the requirements of consumers, with only half saying they understand the UK digital switchover plans.

To set the scene further, over 95% of over 65s still have a landline – hardly surprising given a large proportion of this group are digitally excluded.

It’s therefore obvious to see that vulnerable people, including the elderly, are at high risk of struggling to understand or cope with the digital landline switchover as things move from landline to VOIP handsets. For them, it will be far from seamless.

For us here at Sigma Connected, ahead of the UK digital switchover we’re keen to work closely with broadband and telecommunications providers to help put their vulnerable and elderly customer needs central to their planning processes, and think not only how this will affect that particular group, but also how they can communicate effectively ahead of the looming 2027 deadline.

Hyper care, costs and contracts

There are countless discussion points when it comes to vulnerable people and the digital switchover, but I want to focus on specific groups, such as the elderly, for which a landline is a lifeline.

It almost goes without saying, but despite us being just a few years away from the change, there really is a need for what I call ‘hyper care’ from broadband and telecommunications firms. This means they need to put specific teams in place, away from the BAU, to help support their vulnerable customers through the transition as much as possible. That is where their digital readiness assessments come into play.

Some have already considered this, but many haven’t, and are already receiving customer questions around handsets, how things work, how much it will cost, what happens if there’s a power cut, do they need a new phone number, will it affect personal CCTV systems, do they get back-up battery packs, or what do to in an emergency situation. They are all, of course, massively relevant points and questions. Some are also concerned about external-based Careline and Telecare systems which depend on a home phone line and give access to direct medical support and advice, especially in sheltered accommodation.

Let’s also not forget those who don’t have internet access. They too want answers around who pays, how and who installs it, and what disruption it may cause to them – something that many of us just take for granted.

Another consideration is cost to consumers and specific contracts. The digital switchover is going to cost the industry a significant amount of cash, and that could mean suppliers have to raise their prices. Again, that’s a big consideration and something we can support with.

So, setting up these specialist teams, with or without external support, really can support vulnerable customers individually in what is a stressful period for them and should be done sooner rather than later. As you can see, there are so many complex questions to answer and give assurance around.

Summing up

Whilst this is a high-level snapshot of the issues telecommunications firms and internet providers must face up to, I want to sum up by highlighting that here at Sigma Connected we completely understand the position businesses are in ahead of the digital switchover.

We get it, but we know what thinking needs to be done, what plans need to be put in place, and how to manage even the most complex of queries through our team of empathetic experts – which also includes an offshore option in our established South African base.

But more than anything, acting now really will help protect not only customers, but reputations.