Openreach launches free-connection offer to migrate split-provider phone and broadband lines

Openreach has launched a special offer that makes most connections free when migrating customers whose legacy phone and broadband services are split between two different providers, as the closure of the UK's old copper phone network nears its deadline.

The move targets a particular headache in the switch-off programme. Some households take their analogue phone line (Wholesale Line Rental, or WLR) from one Communication Provider (CP) and their broadband from another. That arrangement, known as a Split-CP line, adds a layer of complexity to migration because the phone line and the broadband are supplied by separate companies.

What the offer covers

Under the new terms, either CP on a Split-CP line can take up the offer, whichever one places the first qualifying migration order. The provider that places the order handles all contact with the end user about the migration and makes sure any service that is no longer needed is ceased. Openreach said it is not responsible for those end-user communications or cessations.

The expectation is that CPs linked to these lines can identify their own assets, though Openreach said it would be willing to give a CP its specific list of assets so the offer can be applied in a targeted way.

Two migration routes are covered.

For moves from existing WLR plus broadband (WLR+SMPF or WLR+FTTC) services to fully unbundled MPF or pure copper SOTAP lines, CPs will be charged the prevailing connection charge and then rebated the full amount afterwards, so the effective connection charge is free. Qualifying orders on this route must be completed between 8 September 2026 and 31 January 2027 inclusive.

For moves to SOGEA, the hybrid broadband-only service, the existing WLR to SOGEA offer, which was due to end on 31 October 2026, is being brought under the new special offer and extended for Split-CP WLR plus broadband to SOGEA migrations only. CPs will be charged the prevailing connection charge and then rebated so the effective charge reflects the discounted rate for the journey. Qualifying orders must be completed between 1 November 2026 and 31 January 2027 inclusive.

In short, Openreach is trying to take as much of the cost barrier out of these migrations as possible, which in most cases will make them free.

The deadline and what is still to move

The legacy phone switch-off was previously delayed from its original December 2025 date to 31 January 2027, giving broadband and phone providers, telecare providers, councils and consumers more time to adapt. The main focus of that delay was people who rely on home telecare systems, such as elderly, disabled and other vulnerable users, whose equipment is not always compatible with newer IP-based digital phone services. Telecare providers had been slow to adapt.

Openreach is withdrawing its old WLR products as part of the change, while BT is retiring the related Public Switched Telephone Network (PSTN).

Around 1.5 million UK lines are still to be migrated to modern services such as full fibre broadband, SOGEA hybrid broadband or VoIP-style phone solutions. That is down from 1.9 million in June 2026.

For most customers the change involves a fairly smooth switch of service, managed by their provider, which often means connecting the home phone into the back of a broadband router or an Analogue Terminal Adapter (ATA) instead of directly into the wall or skirting-board socket (an NTE5 socket). Special solutions also exist for telecare users.

Openreach's message to customers

Openreach has urged people not to wait until the deadline. It said customers should call their service provider as soon as possible so the provider can explain what needs to happen, help choose the right digital option and support them through the switch. Acting early gives customers more time to check any devices connected to the phone line, such as alarms, health pendants, house alarms, CCTV or payment terminals, for compatibility.

After 31 January 2027, anyone who has not switched may find their service limited. They may be moved to the Emergency Voice and Access Continuity (EVAc) service, a temporary emergency voice-only service that keeps basic voice calls working for a limited time but may not support the calling features people use today.

Digital phone lines are designed to work with modern broadband, including full fibre where it is available. Openreach said full fibre is already available to over 23 million homes and businesses.

The UK Government has published advice on the digital phone switchover, covering what it means for homes, businesses and essential services.