The UK’s telephone network is changing permanently, and the deadline is closer than many businesses realise. By 31st January 2027, BT Openreach will retire the PSTN and ISDN, the copper-based systems underpinning traditional business phone lines for generations.
Any business that has not migrated to an IP-based solution by that date will lose telephone service entirely, with no extensions and no fallback.
For businesses across Edinburgh and Scotland, planning should begin now to avoid disruption.
What Is a VoIP Phone System?
VoIP, or Voice over Internet Protocol, carries telephone calls over a broadband connection rather than a dedicated copper circuit.
Calls are accessible on desk phones, mobile apps, laptops, or any internet-connected device, with configuration and call management handled through a web interface rather than physical hardware.
Why UK Businesses Are Switching Now
The 31st January 2027 deadline is firm, with no extensions or grace period. In many exchange areas, stop-sell restrictions are already in place, meaning new PSTN and ISDN orders can no longer be placed.
The House of Commons Library notes that Ofcom estimated 5.2 million residential landline customers were still on the PSTN as of December 2024, with migration progressing more slowly than originally planned.
Hybrid working has added further pressure. A phone system tied to a physical line at a fixed address is increasingly difficult to manage when teams are split across offices, homes, and remote locations.
Key VoIP Features to Look for in 2026
A well-chosen VoIP platform offers more than a direct replacement for your existing phones. Features worth prioritising include:
- Auto-attendant and call routing to manage inbound calls professionally without a dedicated receptionist
- Mobile and desktop apps, so staff can use their business number from any location
- Call recording, for compliance, training, and dispute resolution
- Integration with Microsoft 365, CRM platforms, and other business tools
- Conference calling, voicemail to email, and real-time call analytics
Clarifying what is included versus charged as an add-on is an important part of the assessment process.
Security and Compliance Considerations
VoIP calls travel over your internet connection, so the same security practices that apply to your IT environment apply here too. Businesses handling sensitive information should ensure their provider supports encrypted call transmission and has clear data-handling policies.
For those working toward Cyber Essentials, your telephony setup may form part of the assessment scope.
How VoIP Compares with Traditional Systems, SIP, and Teams Phone
There are several paths available to businesses migrating away from PSTN, and the right one depends on your existing setup and priorities.
- Traditional PSTN/ISDN: Analogue and ISDN lines will cease to function on 31st January 2027. They are not a long-term option.
- SIP trunking: Connects an existing on-premises PBX to the internet rather than copper lines. A viable route for businesses with significant hardware already in place, though local equipment is still required.
- Microsoft Teams Phone: A strong fit for businesses already using Microsoft 365, consolidating voice into the Teams platform. May not suit organisations with complex call routing or a preference for physical handsets.
- Hosted VoIP: The system sits entirely with the provider, with no on-premises hardware to maintain. Updates are automatic, and users can be added or removed without an engineer visit. For most Edinburgh SMEs, this is the most practical and scalable option.
What VoIP Looks Like for Real Businesses
VoIP suits a wide range of business environments. For SMEs with staff working across home and office, a single business number can ring across multiple devices simultaneously.
For multi-site businesses, calls can be transferred between locations without the cost of additional lines. For businesses with a front-of-house function, auto-attendant and call queue features help manage inbound volume professionally without relying on additional headcount.
Cost Expectations and Budgeting
VoIP typically costs less to run than an equivalent ISDN setup. Monthly line rental charges are eliminated, call costs are lower, and features such as conference calling and call forwarding are generally included rather than billed separately.
According to Ofcom’s Connected Nations 2025 Report, PSTN connections now account for fewer than one fifth of all residential landline connections, with 1.9 million households migrating to VoIP in the year to July 2025 alone.
Businesses still on legacy systems are increasingly in the minority, and the infrastructure supporting those remaining connections continues to age. The cost of reactive repairs and unplanned downtime is one many businesses have been absorbing without fully accounting for it.
For planning purposes, most Edinburgh businesses should expect a per-user monthly cost, which varies depending on the provider, the features included, and whether physical handsets are required.
How to Choose a VoIP Provider
The provider market is broad, and quality varies considerably. Key questions to work through include:
- Is the platform hosted in the UK, with UK-based support?
- What service level commitments apply to call quality and uptime?
- How are existing numbers ported, and what is the transition timeline?
- Does the provider have experience working with businesses of your size and sector?
Choosing a provider through a trusted IT services Edinburgh partner, rather than going direct, means you have a single point of accountability for both telephony and broader IT infrastructure. That alignment matters when issues arise or priorities change.
Book a 30-minute call to assess your current setup and next steps.
FAQs
- What is VoIP?
VoIP (Voice over Internet Protocol) is phone technology that transmits calls over a broadband connection rather than traditional copper telephone lines. - When is the PSTN switch-off?
BT Openreach will permanently retire the PSTN and ISDN on 31st January 2027. Businesses still using analogue or ISDN lines will lose telephone service entirely if they have not migrated by that date. - Does my business need to switch to VoIP?
Any UK business currently using PSTN or ISDN telephone lines must migrate to an IP-based alternative before the 2027 deadline. Hosted VoIP and Microsoft Teams Phones are the two most common options. - How long does a VoIP migration take?
Migration timelines depend on the complexity of your current setup. For most Edinburgh SMEs, a full migration, including number porting, configuration, and testing, takes between four and twelve weeks. - Can Jera IT help with VoIP migration in Edinburgh?
As a trusted IT provider in Edinburgh, Jera IT supports businesses through the full migration process, from auditing existing lines through to deployment and ongoing support. Visit our telecoms page or book a 30-minute discovery call to get started.
