Phonelines

There are two main types of phonelines:

Public switched telephone network (PSTN)
These are traditional analogue lines. Each line supports one call at a time.
They can be used on their own or combined in larger systems (e.g. through an exchange).

The PSTN network will be switched off by January 2027.

Voice over internet protocol (VoIP)
VoIP allows you to make calls using the internet instead of a traditional phone line.

You can use VoIP through:

• a phone with an adapter;
• a computer; or
• a smartphone app.

VoIP is the replacement for PSTN and will become the standard way to make calls.

The PSTN switch-off – action required

The UK’s PSTN network is being phased out and replaced with VoIP.

This affects all services that rely on landline connections, including those used in community pharmacies.

Pharmacy owners have been contacted by Government about the change. You should act now to avoid disruption.

The PSTN will be fully switched off by January 2027.

Why this matters for your pharmacy

Your current phoneline may support more than just calls. It could also be used for:

• prescription ordering or repeat services;
• fax machines;
• payment terminals;
• fire or lift alarms; and
• some medical devices.

If these are not updated, they may stop working after the switch-off.

What your pharmacy team should do now

1. Contact your telecoms provider
   (e.g. BT, Sky, Vodafone, TalkTalk, Virgin Media O2)

Ask them to:

• confirm if your services rely on PSTN; and
• arrange a move to VoIP or cancel unused services.

2. Review your systems
   Check all devices that may rely on analogue lines, including:
   • prescription services;
   • alarms;
   • payment systems; and
   • fax machines.
3. Prioritise patient-facing services
   Move prescription-related services first to avoid disruption to patient care.
4. Brief your team
   Make sure all staff understand:
   •what is changing; and
   • who to contact for support.
5. Inform patients
   Display posters or leaflets to raise awareness.

Timeline

• Now: Start planning and contact your provider;
• By mid-2026: Ensure all critical services are ready for VoIP; and
• January 2027: PSTN will be switched off.

Supporting patients during the switchover

Some patients, especially those using telecare alarms, may be affected.

Pharmacy teams can help by:

• displaying awareness materials;
• signposting patients to their phone provider; and
• watching for potential scams targeting vulnerable people.

Telecare alarms and the switchover

Telecare alarms (e.g. pendant alarms linked to call centres) may rely on analogue lines.

Without action, these devices may stop working after the switch to digital phonelines.

Pharmacy teams should raise awareness with patients and carers who may not know about the change.

How you can support patients

• Encourage patients to contact their landline provider;
• Advise them to check their device will still work after the switchover;
• Suggest they check their phone bill if they are unsure who their provider is; and
• Encourage them to seek help from trusted sources if unsure.

National organisations have developed guidance and patient materials you can share or signpost to.

If your pharmacy receives a high number of calls, consider:

• adding a recorded message with key information (e.g. opening hours);
• directing callers to your website for common queries; and
• using a VoIP system with voicemail or call queuing so patients can leave a message instead of hearing an engaged tone.