Announcing the Fixed Telecoms Modernisation Charter

Protecting Customers Through Digital Transformation    

We wanted to make you aware of the recent release of the new Fixed Telecoms Migration Charter by the Department for Science, Innovation and Technology. 

The UK’s fixed telecoms networks (the cables that connect our homes and businesses) are being modernised. Copper networks are being replaced by fibre networks. Analogue systems are being superseded by digital systems and the completion of this switch off will be January 31, 2027. 

In practical terms, this matters because it commits industry to safety-first migration with the explicit focus on vulnerable customers and life-critical/telecare users.

This is a summarised version and for completion we recommend reading the full document -  Fixed Telecoms Migration Charter

1.Put safety first—especially for vulnerable customers and essential services.

2. Publicise switch off dates at least 12 months in advance (via government/GOV.UK).

3. Network operators will give providers at least 12 months’ notice of network changes or closures.

4. Don’t move or stop a service until we’ve done all we reasonably can to reach the customer and check if they may need extra help.

5. Contact customers more than once and clearly state the closure date.

6. Give affected customers at least 60 days’ notice.

7. Offer a suitable replacement or clearly explain the options (including if there are none).

8. Work with government and key services (like telecare) to solve problems and keep users safe.

9. Provide extra support where needed (for example, battery back up).

10. Follow the agreed steps to move customers safely and close services properly.

11. Ask other providers we supply to follow these commitments for their customers too.

12. Work together to move telecare customers safely between networks.