Written statement: Mobile and Fixed Telecoms Modernisation Charters and Protocols - Mar 24

Minister for AI and Online Safety (Kanishka Narayan): I am repeating the following Written Ministerial Statement made today in the other place by my Noble Friend, the Parliamentary Under-Secretary of State for Digital Economy, Baroness Lloyd of Effra.

The Government has secured agreement yesterday from the telecoms industry to further protect customers and to prevent disruption to critical national infrastructure services during telecoms modernisation programmes via the 2G switch-off Charter and the Fixed Telecoms Modernisation Charter. These Charters and additional guidance for communication providers, and network operators and wholesalers, have been developed in response to and in anticipation of essential work led by industry to modernise the UK's digital infrastructure.

Modernising the UK's telecommunications infrastructure supports economic growth. Households and businesses will be able to benefit from much faster download (and upload) speeds, improved network security, greater reliability and resilience, better call quality, and lower latency (faster responsiveness). In addition, some telecoms companies are finding it difficult to source certain spare parts required to maintain or repair connections as the parts are no longer made. Decommissioned parts are being used to maintain the remaining networks.

Modernising mobile networks

All four 3G networks have now been safely switched off, with the last operator switching off in early 2026. Spectrum released from retiring 3G is now being re-purposed to improve 4G and 5G connectivity, which is now widely available across the UK. Mobile network operators are now turning to switching off 2G networks which was first announced in 2021. 2G networks are used for a number of critical services and supports customers who require additional support, including those with older 2G-only mobile phones (of which there are around 2 million) as well as personal telecare alarms, so it is imperative that their migration to 4G or 5G networks is done safely.

Mobile operators as signatories of the new 2G Switch-off Charter have therefore made significant commitments to ensure a safe and smooth switch-off of 2G migration for everyone. These include contacting affected customers well in advance of switching off a 2G network or service using multiple and different means of communications, trialling switching-off 2G in different geographic areas before starting a nationwide switch-off, verifying that 4G and/or 5G coverage is present prior to switching off 2G, and maintaining access to all forms of emergency services. 2G only mobile phones ceased to be sold at scale over a decade ago in the mid-2010's. The remaining 2G-only mobile phone users will receive multiple messages asking them to upgrade to a new device in advance of 2G being switched off by each network in 2029, 2030 and by 2033. Government has and continues to engage with local authorities and telecare providers about the closure of mobile networks.

Modernising fixed networks

Fixed networks are also being upgraded. This includes the upgrade of analogue copper landlines, the Public Switched Telephone Network (PSTN), to the digital Voice over Internet Protocol (VoIP), also known as the ‘PSTN migration'. This is an essential upgrade as older networks are aging and deteriorating, and people are missing out on the benefits of newer, better technologies. There are also expected to be significant closures of telephone exchanges in the coming years, as these will no longer be required for running modernised networks. Similar to the switch-off of the 2G mobile network, there are customers who are reliant on their landlines and old copper-based services, including those that use telecare devices.

In November 2024, the Government secured agreements from the telecoms industry to protect vulnerable people and critical services during the PSTN migration via the Non-Voluntary Migration Checklist and Critical National Infrastructure Charter. These have ensured safety is at the forefront of the PSTN migration, protecting customers who require additional support (including during changes to their telecoms services) and critical infrastructure. As of 31 December 2025, only 3.6 million PSTN lines remained operational. This is down from 6.5 million at the end of 2024 and 35.2 million at the network's peak in 2000.

Industry and government are committed to learning the lessons from the PSTN migration, for future fixed telecoms modernisations. Therefore, the industry commitments that previously only applied to the PSTN migration have been extended to all fixed modernisations. This includes the Fixed Telecoms Modernisation Charter, Critical National Infrastructure Charter, and the Non-Voluntary Migration Checklist.

Supporting everyone through the migrations

In addition to these updated documents, signatories have agreed to two Final Engagement Protocols. These protocols are a backstop to address situations where a small number of customers do not engage with communication providers despite repeated attempts to contact them in order to modernise their service. Communication providers, and, separately, network operators and wholesalers, have agreed additional safeguards to protect customers, whilst enabling networks and services to be modernised before they fail. This includes the commitment to contacting customers three times using at least two different channels that are suitable for their needs, using clear language about the proposed change to their service. The protocols provide a minimum time period for customers to respond of at least 30 days. There are also additional communications, time and safeguards for those needing additional support.

During the roundtable that I hosted yesterday, telecoms providers agreed that their first priority was always to protect customers. I also laid out the Government's plans to work with industry to ensure the charter commitments are met and engage with sectors that rely on digital connectivity to ensure they upgrade their products and services.