PSTN switch-off timeline and what businesses should do now
- Tim Meredith
Table of contents
The PSTN switch-off is underway. The deadlines are defined. Product withdrawals are already affecting what businesses can buy or modify.
Rather than being just a “telecoms upgrade”, it impacts interconnected systems, resilience planning, contact centre operations, and long-term commercial flexibility.
Across Europe, copper and legacy voice retirement is progressing country by country. The pace varies. The direction does not.
This guide sets out:
- The confirmed UK PSTN switch-off timeline
- Verified milestones across key European markets
- The operational risks of delaying migration
- Why cloud-native communications and contact centre tooling matter
- A practical checklist for business leaders
UK PSTN switch-off timeline: Verified milestones
Stop Sell Phase
Openreach describes a staged “stop sell” approach between 2020 and 2023, starting at exchange level and extending nationally.
From 5 September 2023, stop sell applied across the UK.
BT Wholesale documentation also confirms a UK-wide WLR stop sell commencing on 5 September 2023.
In practical terms, many new PSTN-based activations and changes have been constrained since 2023.
National PSTN switch-off date (UK)
BT Group has publicly stated its intention to retire the PSTN by 31 January 2027.
Openreach references this timeline in its published materials.
BT Wholesale states the PSTN will be switched off in January 2027.
This distinction matters because:
- “Stop sell” limits new PSTN-based sales in favour of fibre, radio, etc
- “Switch-off” refers to the total retirement of the legacy network
Power, resilience, and telecare
PSTN lines historically carried electricity over the metallic cables from the exchange to power handset ringers and amplification, as well as some other devices. IP voice depends on local power and network infrastructure.
Ofcom and UK government guidance emphasise the need to maintain emergency access and protect vulnerable users during the transition in cases where phones and devices without local power are deployed, even though many of these feel a little archaic today.
The DfE guidance is particularly useful because it lists real-world dependencies on traditional metallic cable networks. These include:
- Lift emergency lines
- Alarm circuits
- Door entry systems
- CCTV
- Payment terminals
- Building management systems
This is a useful checklist template for any organisation, not only schools.
European PSTN and copper retirement: Country snapshot
The terminology differs by country. Some regulators refer to PSTN retirement. Others frame it as copper switch-off. The practical outcome is similar.
Below are milestones supported by multiple public sources.
🇳🇱 NetherlandsISDN and PSTN multiple ended 1 September 2019
KPN ended common ISDN and PSTN multiple services on 1 September 2019, followed by phased closures.
🇧🇪 BelgiumFirst copper disconnections at end of 2022
Belgium’s regulator BIPT confirms copper disconnections began in fibre-ready areas at the end of 2022.
🇳🇴 NorwayCopper network shutdown completed around end of 2022
The final voice call on Telenor Norway’s copper network occurred on 19 December 2022. Shutdown followed shortly after.
🇪🇸 SpainCopper closure completed 27 May 2025
Spain’s regulator CNMC confirmed that the copper network closure process completed on 27 May 2025.
🇮🇪 IrelandMigration framework published, timeline programme-driven
ComReg has published a regulatory framework enabling copper switch-off under defined conditions.
What goes wrong when migration Is delayed
Three issues appear consistently:
- Hidden dependencies are discovered late
- Power resilience is addressed under time pressure
- Commercial decisions are rushed and reduce long-term flexibility
The risk is operational disruption combined with structural lock-in.
Why cloud-native communications matter
Moving to IP voice is mandatory. The operating model around it is optional.
Cloud-native communications platforms separate:
- Numbering and routing
- Devices and user apps
- Call flows and queue logic
- Recording and analytics
- CRM and helpdesk integrations
This separation improves flexibility and reduces coupling between infrastructure and vendor.
When configuration lives in software rather than hardware, organisations adapt faster.
Contact centre capability: Customer experience and agent performance
1. Customer Experience Visibility
Teams gain insight into:
- Queue abandonment trends
- Wait time distribution
- Transfer patterns
- Repeat call behaviour
This supports practical improvements in staffing and routing.
2. Agent Performance and Coaching
A structured CX layer typically includes:
- Call recording
- Searchable transcription
- Automated call summaries and action points
- Quality scoring frameworks
- Supervisor dashboards
- Participant or customer satisfaction signals
These tools help managers coach based on evidence. They shorten onboarding time and support consistent service delivery.
3. Continuous Optimisation
Because routing and reporting are configuration-based, teams can adjust:
- Skills-based routing
- Business hours
- IVR paths
- Queue priorities
Operational improvement becomes ongoing rather than project-based.
PSTN switch-off checklist for UK businesses
This section is designed as a practical planning tool.
Audit Dependencies
- Review invoices for analogue, ISDN, and WLR services
- Physically inspect buildings for alarm and lift lines
- Check with facilities teams and third-party maintenance providers
- Confirm payment terminal connectivity
- Reference template
Define Resilience Requirements
- Identify systems requiring UPS or battery backup
- Plan for emergency calling during power cuts
- Document failover procedures
Clarify Your Communications Operating Model
- Is voice purely transactional?
- Do you require contact centre analytics?
- Do you need structured QA and coaching?
- Do you need integrated CRM workflows?
Protect Flexibility
- Confirm number portability (migration)
- Review data export capability
- Avoid proprietary hardware constraints
- Ensure commercial terms reflect expected future change
Final thoughts
The UK PSTN programme is active. Stop sell has already reshaped the market. The national switch-off is framed for January 2027.
Across Europe, copper and legacy voice retirement is progressing through structured regulatory programmes.
The transition can be handled as a compliance task. It can also be used to improve resilience, customer experience visibility, and operational flexibility.
The difference in business approaches will be evident during this next change cycle and will create winners and losers based on those migration outcomes achieved.
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