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Network operator Openreach (BT) has kicked off their first UK pilot to test the effectiveness of a targeted approach for safeguarding vulnerable customers during the mass migrations away from the old Public Switched Telephone Network (PSTN), which is due to be switched-off, in favour of a temporary alternative service.
Just to recap. The legacy phone switch-off was last year delayed to 31st January 2027 in order to give broadband ISPs, phone, telecare providers, councils and consumers more time to adapt (details). The main focus of this was the 1.8 million UK people who use vital home telecare systems (e.g. elderly, disabled – vulnerable users), which aren’t always compatible with digital phone services because telecare providers were slow to adapt. But this overlooks that, for everybody else, many providers will still be working to the original Dec 2025 deadline to have their customers off the PSTN network.
The vast majority of regular consumers and business are expected to shift over to IP-based digital phone (VoIP etc.) services. But Openreach’s new Enhanced Migration pilot is focused on an alternative solution that has been specifically designed for vulnerable people.
The above reflects BT and Openreach’s work to develop the Pre-Digital Phone Line (PDPL) product (aka – SOTAP for Analogue). This is essentially an exchange-based Voice over IP (VoIP) service that replicates how the old service worked, albeit over a more modern network (i.e. it does NOT require broadband, new kit, an engineer visit or battery back-up to function). This is only intended to be available to vulnerable and edge use case users on existing lines (not new customers) who would otherwise “face challenges” in migrating to normal internet (IP) based voice solutions by the deadline.
The new pilot actually provides two options for the PSTN/WLR switch-off, one of which will move relevant customers to SOTAP for Analogue. The other will move them to a fully unbundled (MPF) line, like the ones that TalkTalk, Sky Broadband and a few other providers still offer (i.e. lines where broadband ISPs have invested to put their own kit inside exchanges, granting them more control over the lines and pricing etc.).
Openreach’s Briefing on Enhanced Migration
The Pilot will be chargeable and the price for the Enhanced Migration Service Wrap will be an additional £6.00 [ex. VAT] per migration.
The Pilot will:
· Prove the optimal run rate for the Enhanced Migration Service Wrap at scale;
· Confirm successful testing of WLR lines at CCD-3 at scale using robots; and
· Confirm the operational impact and costs at scale.
The Pilot will run for six months or until the target volume of 10,000 same-CP [Communications Provider] mass migrations (WLR to SOTAP for Analogue and WLR to MPF) have been achieved (whichever is sooner).
To participate in this Pilot, a CP must be actively migrating vulnerable end customers using the same – CP mass migration process.
In taking part in this Pilot, CPs retain their responsibilities in relation to vulnerable end customers and it is the responsibility of CPs, not Openreach, to ensure appropriate safeguards are in place. Please see briefing (GEN077/24 Provisions for Telecare Customers) for more CP guidance on when and how to place provision orders for end customers with telecare devices.
The Pilot, which should be able to ensure that vulnerable customers can continue using their landline in the same way they do today, does not currently apply to people in Hull (KCOM’s patch), the Isles of Scilly or the Highlands & Islands region of Scotland. In addition, this should perhaps be thought of as only a temporary solution, since it will be impacted by the eventual closure of Openreach’s old exchanges from 2030 onwards.