BT PSTN Switch-off.It’s not just about telephones

What is happening?

BT and Openreach are phasing out old analogue telephone lines (PSTN and ISDN) and replacing them with digital services that use the internet (VoIP). This is happening because the old network is outdated, costly to maintain, and can’t support modern communication needs.

By December 2025, BT are recommending all landlines in the UK will need to work through broadband connections instead of traditional copper phone lines, improving reliability and future-proofing the network. The completion date for the BT withdrawal is January 2027.

Why does this affect hospitality?

The BT analogue switch-off will have a big impact on hotels because many of the critical systems can rely on old phone lines. These can include but not limited to guest room phones and hotel reservation lines, emergency lift phones, fire alarm panels, and even payment terminals often use analogue connections.

When the old network is turned off, these systems could stop working unless they are upgraded to digital alternatives, but this also relies on the hardware and software being able to work with digital lines. This would affect guest communication, safety systems, and essential hotel operations.

Hotels need to make a plan now to switch to internet-based phone services

(VoIP) and ensure all emergency and operational systems are compatible and tested with the new digital network.

Jane Pendlebury, CEO HOSPA, said: "The main telecoms systems are being changed,

but some of the security systems (including fire alarms and CCTV) are being ‘forgotten about.’ Obviously, that is quite a serious matter."

Matt Davies, Lift and Escalator Industry Association, added: "Whilst it’s an unpleasant experience, the safest place to be is inside the lift car, should that car stop unexpectedly in the lift shaft. Where we see injuries, and even fatalities, is where trapped passengers are unable to call for help, panic, and try to free themselves."

How can you plan?

Hotels can prepare for the BT analogue switch-off by first reviewing their telephone bills to identify all the lines they are paying for. This helps to understand which lines are still in use and what they are used for.

Next, they should carry out an onsite telephony audit—this means checking if essential services like lift emergency phones, fire alarm panels, and security systems rely on

analogue lines. If these systems are not upgraded to digital (IP telephony), they could stop working when the switch-off happens.

Migrating without an audit is risky because hotels might unknowingly disconnect critical systems, leading to safety hazards, operational issues, and even legal problems. By planning ahead, hotels can ensure a smooth transition without disrupting guest

services or safety systems.

David Derbyshire Managing Director- Loveday Consulting Limited, former Director of IT, Hilton Hotels UK, said: "As BT Business and HOSPA have pointed out, outdated copper lines and ISDN circuits present risks by potentially disconnecting critical fire, life, and safety systems, such as lifts and alarms.

"Transitioning to digital is not merely an upgrade but is essential for maintaining safety and ensuring seamless operations. The urgency and significance of this transition cannot be overstated. Hospitality businesses should take this opportunity to audit all copper telephone lines currently in use across their operations before eventual replacement.

"Identifying redundant services can help avoid unnecessary costs and facilitate a smooth transition to modern digital solutions. This proactive approach will

save money and create an efficient network infrastructure for the future."

Rob Westwood, Principal Consultant PBXiT, added: :A recent onsite discovery visit found 16 telephone lines still being charged for but not used in many years, if these were migrated without the audit the hotel would continue to waste money."

Steve Blackshaw IP Migration Director, BT, said: Our message to business customers is clear; review, test and switch.

"Review your connectivity estate and identify any PSTN connected kit as well as traditional landlines. This might include non- telephony devices such as CCTV, lift lines, and payment terminals."

For more information and independent advice please contact Rob Westwood

Email: robw@pbxit.co.uk or search LinkedIn for: The Hospitality Advisor Board - PSTN Switch-Off