The End of The Line: Copper Phone Networks Are Ageing and Some Users Are Paying The Price

By Emma Lewis, bOnline

Copper phone lines have always been the backbone of communication. From simple landline calls to early internet connections, the Public Switched Telephone Network (PSTN) supported millions of businesses and homes. But today, those same copper cables are becoming expensive to maintain and no longer fit for modern needs.

As telecom infrastructure evolves, copper lines are starting to show their age. Worse still, some providers are now introducing surcharges for customers who are still using these old systems. The move reflects growing pressure to accelerate the transition to modern, digital alternatives like VoIP (Voice over Internet Protocol). But for consumers, it often feels like a financial penalty just for staying connected.

 

Copper No Longer Cuts It 

 

With copper phone lines in the UK more than a century old in many places, their condition is declining. Openreach, the BT-owned company responsible for maintaining much of the UK’s telecom infrastructure, has reported a sharp rise in faults and service disruptions on copper-based lines. According to industry data, the number of major resilience incidents affecting PSTN services rose by 45% in 2023 alone.

This degradation isn’t just inconvenient, it’s expensive too. Maintaining an ageing network with outdated equipment is becoming increasingly difficult and expensive. Spare parts for old systems are hard to come by and fewer engineers are trained to handle copper-specific problems. As a result, reliability is dropping while maintenance costs are rising.

 

The Shift to Digital

 

To address this, the UK is moving toward a full switch-off of UK copper landlines by the end of January 2027. Originally scheduled for the end of 2025, the deadline was pushed back to make sure that critical systems like health alarms, emergency services and lift phones could safely be moved over to newer digital technologies.

The preferred alternative is a fibre-based network and digital voice systems like VoIP. These offer better call quality, lower maintenance and greater compatibility with modern devices. Openreach has already introduced a national “stop-sell” on new copper line installations, meaning no new services will be provided over copper.

But while the switch-off is coming up fast, many consumers, especially older people or those in rural areas are still using copper lines. For them the transition isn’t just technical, it’s financial too.

Why Are VoIP Digital Phones Better Than Traditional Landlines?

 

When you make or receive a call using a VoIP digital phone, the sound is transferred over the internet in ‘packets’. These are encrypted to be extra secure, plus the sound quality is far superior with no interference. 

On top of that, VoIP digital phone systems can be accessed from any devices with a 4G, 5G or Wifi. This is because they’re cloud-based, so you can log in and use them from your smartphone, tablet, PC or laptop. It’s ideal for travelling or working on the go.

 

Surcharges For Sticking With Copper

 

As the copper network winds down, several telecom providers have started passing on higher costs to customers who haven’t yet made the switch. These surcharges vary between providers, but the message is clear: legacy systems are no longer economical.

For example, some business providers have introduced extra charges of £2 to £4 per month for PSTN or ISDN line rental. Others have bundled these costs into general price increases, citing the rising costs of maintaining copper-based infrastructure and the limited availability of replacement hardware.

This shift isn’t just affecting businesses. Residential customers, particularly those on older landline-only deals, may find themselves paying more than they would on a newer bundle.

 

The Unfairness of Surcharges

 

From a business perspective, the move to add surcharges makes sense: providers are incentivising customers to upgrade and covering the increasing costs of legacy infrastructure. But from a customer’s point of view, it can feel unfair.

Many people still using copper lines are doing so not out of choice, but because alternatives are not accessible, affordable or clearly explained. Some rural households still have limited access to full-fibre broadband. Others may be reluctant to change due to age, unfamiliarity with technology, or concern about how the switch could affect emergency alarms and other critical services.

Adding surcharges under these circumstances feels less like an incentive to switch and more like a penalty for falling behind. And while some telecom companies are offering free upgrades or discounted packages to ease the transition, others are using price increases as a push (or shove) towards digital migration.

 

What Should Consumers Do?

 

If you’re still using a copper-based phone line, now is the time to start exploring your options. Contact your provider and ask about digital voice services or fibre broadband availability in your area. In many cases, switching can lower your monthly bill and improve service quality.

It’s also worth checking whether you’re eligible for financial support or a free upgrade, especially if you’re considered a vulnerable customer.

Once you’ve earmarked a provider that fits your needs, make sure you’re clear on:

• What the monthly prices and contract length are
• What the customer service and feedback is like
• Whether you need any new equipment or backup power
• Whether your alarm or emergency devices still work

 

The Future Is Digital

 

The UK’s shift away from copper phone lines is already well underway. But while the move to digital is a positive step forward, it must be handled carefully, especially when it comes to cost and accessibility.

Surcharges for staying on copper may make sense for telecom providers but they risk unfairly burdening those who are finding the transition difficult. As the deadline for the PSTN switch-off approaches, the focus must remain on ensuring a smooth, inclusive and affordable transition for homes and businesses alike.