PSTN switch off readiness checklist
1. Identify every system still relying on PSTN
Most organisations underestimate how many services still run on analogue lines. Beyond phones, you may find alarm panels, payment terminals, lift lines, door entry systems, metering equipment or fax machines still dependent on PSTN.
Map everything early. Involve departments beyond IT and document what connects to your telephone answering or virtual receptionist support so the experience for callers stays seamless during and after the transition.
2. Check your broadband readiness for VoIP
All calls will soon run over the internet, so reliability is a priority. Test your bandwidth, latency and overall stability. If you are still on older copper broadband, consider upgrading to fibre to support consistent call quality.
A resilient connection protects call quality, especially if you use AI voice agents or rely on Moneypenny’s virtual receptionists to support your customer service. If callers experience jitter, dropped calls or delays, it quickly undermines confidence in your brand.
3. Choose the right digital phone system for your organisation
Cloud based phone systems are becoming the preferred choice thanks to their scalability, flexibility and smart features such as analytics and CRM integration. They are easier to manage centrally and better suited to hybrid and multi site operations.
These systems also integrate cleanly with Moneypenny’s services, including our telephone answering service and virtual receptionist support, which keeps call handling consistent and aligned with your brand. Larger organisations may want to explore advanced reporting, CRM integration and collaboration tools to future proof their setup.
4. Review your hardware and device compatibility
Some older desk phones, headsets and routers are not VoIP ready. Identify what can stay, what needs adapting and what should be replaced. This is also an opportunity to simplify your estate and remove unused or duplicated lines and equipment.
Many teams are moving away from fixed handsets altogether in favour of softphones, mobile apps and AI voice agents that manage routine calls automatically. This can support more flexible working patterns and reduce the need for physical hardware at every desk.
5. Strengthen your call flow and customer experience
Use this moment to refine how callers reach your organisation. Are customers routed to the right person first time? Do you have solid overflow routes in place? Are out of hours calls handled consistently, or do some still fall to voicemail?
With cloud routing supported by Moneypenny’s telephone answering service and virtual receptionist teams, every caller gets a fast, professional response that lifts customer satisfaction and reduces noise for your internal teams.
6. Support and prepare your people
Give teams early access to the new tools. Simple training, short practice sessions and clear playbooks build confidence. When people feel equipped, they deliver a better experience on every call and are more likely to use new features fully.
Focus on teams who spend the most time on the phones such as customer service, sales, reception and operations. Their feedback will help shape call flows and highlight any gaps in the setup before go live.
7. Set a clear migration timeline
Work backwards from 31 January 2027. Include testing, training and phased rollout stages so there is time to learn, adjust and improve before legacy lines are withdrawn. Agree clear ownership at senior level to keep momentum and remove blockers.
Since the UK wide stop sell on WLR began in 2023, demand for engineers and hardware will only increase. Moving early reduces supply constraints and avoids rushed decisions that may not serve you well in the long term.
What happens if you don’t act or don’t act early enough
Delaying PSTN migration turns a manageable change into an avoidable risk.
Pushing the project back may feel convenient in the short term, but it increases risk and cost across your organisation:
- Service disruption if PSTN lines are withdrawn before your digital alternatives are ready.
- Customer calls failing or routing unpredictably, leading to frustration and lost opportunities.
- Rushed procurement and higher costs as you scramble for available providers, hardware and engineering slots.
- Engineer availability issues as the 2027 deadline approaches and demand peaks nationally.
- Operational downtime while teams are forced to adopt new systems under pressure, affecting productivity.
- Safety and compliance risks where alarms, lifts or emergency lines still depend on PSTN and stop working as expected.
- Reputational damage if key clients, suppliers or partners suddenly struggle to contact you.
In short, acting late turns a predictable change into a crisis management exercise. Early planning instead lets you manage risk on your terms and gives customers a consistently reliable way to reach you.
Why early action creates strategic advantage
Early movers do more than avoid disruption. They use the PSTN switch off as a catalyst for broader improvement in how their organisation communicates, serves customers and supports staff.
- Better control over costs through rationalising legacy lines, hardware and maintenance contracts and replacing them with simpler, scalable options.
- A more flexible workforce model with telephony that supports hybrid, remote and multi site working without complex manual routing.
- Improved customer experience through clearer call routing, consistent handling and faster response times.
- Richer data and analytics from call reporting that feeds leadership decisions, performance reviews and CX strategy.
- Stronger digital foundations that integrate with CRM, ticketing and collaboration tools instead of existing in isolation.
- The opportunity to trial AI voice agents early, reducing routine workload and expanding coverage without having to grow headcount linearly.
Leaders who plan ahead gain more time, more choice and more performance benefits. Instead of viewing the PSTN switch off as a compliance exercise, they treat it as a strategic upgrade to how their organisation communicates.
Your partner for a smooth transition
As a trusted communication partner to thousands of UK businesses, Moneypenny understands how critical reliable, human-centred customer contact is. The PSTN switch off may start as a technology change, but the real impact is on how you communicate with customers every day.
Moneypenny is here to help you stay connected throughout the transition. Whether you want to blend in house teams with virtual receptionists, ensure every call is answered through our Telephone Answering Service, or introduce AI voice agents for round the clock coverage with our AI Voice Agent, we will help you design an approach that fits your organisation.
You’ll have the reassurance that customers are always well cared for while you stay focused on the bigger picture of strategy, profitability and growth.
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Ready to plan your PSTN switch off strategy?
Talk to Moneypenny about how telephone answering, virtual receptionists and AI Voice Agents can support your migration plan, protect customer experience and give your teams more time to focus on what they do best.
Speak to Moneypenny about your PSTN migration
