Question to the Department for Science, Innovation & Technology:

To ask the Secretary of State for Science, Innovation and Technology, what assessment her Department has made of the change in the quality of service for customers moved from analogue to digital landline services, including the clarity and audibility of phone services and the unexpected disconnection of calls.

The analogue Public Switched Telephone Network’s (PSTN) replacement technology is Voice over Internet Protocol (VoIP). Ofcom have confirmed that VoIP technology enables communication providers to offer consumers and businesses clearer and better-quality phone calls and additional features. VoIP can also be used to block scam calls (BT Digital Voice blocks over 17,000 scam calls every day).

Ofcom, the independent regulator, is responsible for assessing VoIP services, and has done so since the early 2000’s. Whilst Ofcom are responsible for regulating communication providers, the Government has acted to ensure consumers are protected during the upgrade. In March 2026, major communication providers and network operators signed the Fixed Telecoms Modernisation Charter to enhance protections for customers during any telecoms modernisation, including the PSTN migration to VoIP.