Phonelines

The two common types are:

• Public Switched Telephone Network (PSTN): These are analogue lines which allow one call per line. Can be used singly or combined for a multi-line system with a PBX (exchange). PSTN is planned to be turned off in early 2027 and businesses and citizens have already been preparing towards this during recent months and years.
• VoIP (Voice Over Internet Protocol) – also known as internet telephony, IP telephony, or broadband phone – is a way of making phone calls that doesn’t use a traditional phone line, and instead uses the internet. Usually, one of the methods will be used: (1) A phone and a VoIP adapter; (2) A computer; or (3) A Smartphone app. Read more at VoIP pros/cons, choices and information (BroadbandChoices.co.uk).

The PSTN is closing – action required

The UK’s Public Switched Telephone Network (PSTN) is being phased out and replaced with Voice over Internet Protocol (VoIP) technology. This change affects all landline-based services, including those used in community pharmacies.

The government has written to community pharmacy owners across England to urge them to take action ahead of the upcoming national switch-off of the Public Switched Telephone Network (PSTN), which will be fully decommissioned by January 2027.

The PSTN will be fully switched off by January 2027, but pharmacies are strongly advised to migrate to VoIP well in advance to avoid disruption to essential services.

Why this matters for pharmacies

 The PSTN within your pharmacy may currently support not just phone calls, but potentially also other services:

• Prescription ordering and repeat services
• Fax machines
• Payment terminals
• Fire and lift alarms
• Some medical devices

If these systems are not upgraded or replaced, they may stop working once the PSTN is decommissioned.

What pharmacy teams should do now for the digital switchover

1. Contact your telecoms provider (e.g. BT, Sky, Vodafone, TalkTalk, VMO2) to:

• Confirm whether your current services rely on PSTN
• Arrange a switch to VoIP or cancel unused services

2. Audit your systems:

• Identify any devices or services that rely on analogue lines
• Include prescription services, alarms, payment systems, and fax machines

3. Prioritise prescription-related services:

• Ensure these are migrated early to avoid disruption to patient care

4. Inform your team:

• Make sure staff are aware of the switchover and know who to contact for support

5. Display awareness materials:

• The Local Government Association have provided posters and leaflets to help inform patients and carers

Timeline

• Now: Begin migration planning and contact your provider
• By mid-2026: Ensure all critical services are VoIP-ready
• January 2027: PSTN will be fully switched off

Many patients—especially those using telecare alarms—may be affected by the switchover.

Pharmacies are encouraged to consider the below.

• Display public awareness materials
• Direct patients to contact their landline provider if they use telecare
• Be alert to scam risks targeting vulnerable individuals during the transition

Telecare alarms and the digital switchover

As part of the national digital phone switchover, patients who use telecare alarms—such as pendant devices that connect to emergency call centres—may be affected if their alarms rely on analogue phone lines. These devices may stop working unless action is taken to ensure they are compatible with the new digital (VoIP) systems. Pharmacy teams are encouraged to raise awareness among patients and carers, especially those who may be vulnerable or unaware of the change.

TechUK and the Digital Switchover support team have developed guidance and a patient facing factsheet which you can communicate or signpost towards as needed.

Supporting patients with telecare alarms

Pharmacies can play a vital role by signposting patients to contact their landline provider and confirm that their telecare device will continue to function after the switchover. If patients are unsure who their provider is, this information can be found on their phone bill. Pharmacies should also be alert to scam risks during this transition and encourage patients to seek help from trusted sources. Displaying official awareness materials in the pharmacy can help reinforce this message and support community safety.