What You Need to Know About Your Phone & Broadband Service Upgrade

We understand you may have questions about the ‘digital switch-over’ or why you haven’t yet been contacted about upgrading your service, so we’d like to explain how this process works.

Different providers, different timelines
Not all providers are upgrading their customers at the same time. Companies such as Vodafone, TalkTalk, Sky or BT all use the Openreach network, but each is moving customers over at different stages. This means your neighbours may be contacted at a different time to you.

Fibre availability in your area
BT can only provide Full Fibre using the Openreach network. In some areas, alternative fibre networks have been built by independent providers, which BT cannot access. Where this is the case, Full Fibre from BT may not yet be available, which can affect when and how they contact you.

How upgrades are prioritised
Customers are being upgraded in phases to make the transition as smooth as possible. This has included:

• Starting with customers who use their landline less and do not have additional needs
• Gradually moving to those who use their phone more frequently
• More recently, prioritising customers with registered additional needs, disabilities, or telecare services

This means the timing of your invitation to upgrade depends on your individual circumstances.

What happens when you are contacted by your service provider

If Full Fibre is available in your area:

• You may be offered a free upgrade as part of your move to Digital Voice
• An engineer visit will be required, which you’ll need to book
• If the appointment is missed, you may remain on your current service and be asked to install equipment yourself

If Full Fibre is not available:

• Your service provider will contact you to discuss your options
• This may include broadband-only services or alternative line arrangements

Important: staying connected
Service providers will make several attempts to contact you through different methods. It’s important to respond so they can help you choose the best option.

If they are unable to reach you by January 2027, your broadband service may be stopped, and you may be moved to a Digital Voice-only service. This ensures your phone service remains active, which is a priority.

There is a lot of information about Digital Switchover on BT’s website: https://www.bt.com/about/all-ip, including many common questions: www.bt.com/help/landline/digital-voice-migration.

Kind regards,

Digital Infrastructure and Connectivity Team

Strategic Commissioning

Directorate of Economy and Infrastructure

Worcestershire County Council

County Hall, Spetchley Road, Worcester, WR5 2NP

 

Published: 09/07/2026 Published by: Grimley Parish Council

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