Why we're writing this
We sell phone systems. Publishing a guide that tells you to slow down and ignore the urgency is not obviously in our interest. We're doing it because the volume of switch-off cold calls hitting UK small businesses has turned a straightforward infrastructure change into a pressure-selling season, and the people getting caught are exactly the sort of small firms we work with — one-van trades, salons, small practices.
What's true: the copper network is closing, new analogue lines can't be ordered, and if you have an analogue line, alarm dialler, lift phone or fax you have real work to do. What's not true is that any of it has to be decided on a cold call this afternoon.
The nine lines, decoded
"Your line is being switched off in weeks — we need to act today."
What's true: Exchange migrations are scheduled and your provider must notify you in advance. Almost nobody is genuinely down to weeks with no warning.
Verdict: Ask for the exchange date in writing. Pressure evaporates.
"You'll lose your phone number."
What's true: Numbers are portable and stay portable. That's the whole point of porting.
Verdict: Ignore entirely. This one is simply false.
"I'm calling from Openreach / BT about your switch-off."
What's true: Openreach has no retail customers. Your own provider contacts you through your account, not a cold call.
Verdict: Hang up. Ring the number on your bill.
"This price is only available before the switch-off deadline."
What's true: A national infrastructure date has no bearing on a supplier's price list.
Verdict: Manufactured urgency. Ignore.
"You'll need all new handsets."
What's true: Many modern IP handsets carry over, and most small businesses can run the apps on phones and laptops they already own.
Verdict: Ask which of your existing devices work before buying any.
"You'll need a fibre upgrade first."
What's true: A call needs about 0.1 Mbps each way. Most existing connections already carry it comfortably.
Verdict: Test the line first. Often no upgrade is needed at all.
"Sign a five-year deal to lock in switch-off pricing."
What's true: Term length is a commercial choice, not a technical requirement.
Verdict: The most costly line on the list. Decline and reconsider later.
"There's an engineer visit and installation fee."
What's true: A typical small-business move needs no engineer at all — numbers port and apps install themselves.
Verdict: Ask exactly what the engineer does. Usually: nothing.
"Your alarm and card machine will stop working, so you need our full package."
What's true: Those devices genuinely do need attention — but they're separate from your phone system and often need a different fix, not an upsell.
Verdict: Real issue, wrong solution. Handle them separately.
Four questions that end a pressure call
- "Which company are you calling from, and what's your company registration number?"
- "Send me the exchange stop date for my postcode in writing."
- "What's the total cost over the full term, including any exit or port-out fee?"
- "Is there a monthly-term option?"
A legitimate supplier answers all four without hesitation. Anyone who won't put the numbers in an email has told you what you need to know.
What a sensible switch-off plan actually looks like
- List what's on a copper line. Phones, alarm dialler, lift phone, card machine, door entry, fax, EPOS. Most small businesses find it's just the phones.
- Deal with the phones first — it's the easy part, and it's usually cheaper than what you pay now.
- Handle safety-critical devices separately with whoever maintains them. A lift line is a maintenance conversation, not a phone-plan conversation.
- Test your broadband before anyone sells you an upgrade. Here's what you actually need.
- Avoid long terms signed under a deadline. Monthly plans exist. Use one until you're sure.
Common questions
Yes. Openreach is retiring the analogue network and new analogue lines have not been orderable since the national stop-sell. The deadline is real and the migration is genuinely necessary. What isn't real is the idea that you have to decide today, on this call, with this supplier.
Related reading
The factual side of the change is on our PSTN replacement and switching from BT pages, and our port-out policy is set out in who owns your number.