Policy paper

Communication Providers Final Engagement Protocol

Published 24 March 2026

Background

The government recognises that in circumstance where a customer does not engage or is resistant to migration attempts, then telecoms providers, after following all the safeguards set out in this Final Engagement Protocol, will need to cease their services.

Protocol commitments

We, as Communication Providers (CPs), recognise that where a customer repeatedly does not engage or is resistant to migration attempts there are final steps we will need to take before ceasing their service. However, where customers do not engage, and as older networks deteriorate, it will be necessary to safely cease customers. Our preference is always to gain customers’ full engagement and upgrade them to a new service.

With this in mind, this protocol sets out the steps that CPs will follow where the cessation of a service is necessary due to a telecom’s modernisation:

1. We will, before following the steps in this Protocol, meet the following pre-conditions:

• Have taken steps to identify vulnerable and telecare customers using all appropriate sources.
• Developed and tested internal procedures to ensure cessations are conducted safely.
• Checked that a non-voluntary migration to a new service cannot be undertaken without the customer’s engagement (in accordance with the Non-Voluntary Migrations Checklist).
• Have made exhaustive efforts (communication with customers 3 times using at least 2 different channels (including a physical letter) to engage the customer and received no response.
• Notified the Department of Science, Innovation and Technology (DSIT) and Ofcom of the process to cease customers of a particular service.

2. For non-engaging customers that have not been identified as vulnerable and/or a telecare user, prior to ceasing a service, we will issue a final written or electronic notification to the customer which will include:

• Confirmation that the customer’s service will be ceased; the cessation date, which will be no fewer than 30 days from the date of notification.
• Actions the customer must take to avoid cessation, including notifying the provider if they use telecare or lack alternative means of contacting emergency services.
• Being clear that any fixed-line voice calls including calls to emergency services or through connected telecare devices will not be available following the cessation.

If the customer responds, an agreement between the customer and provider will be sought which could include:

• Migration to a new service.
• Delay in the cessation of a service.
• If the customer is newly identified as vulnerable the application of additional safeguards as per the vulnerable or telecare section of this protocol.

If the customer does not act or agree to a resolution, the CP may cease the service on or after the specified date and will send the customer a final notification (in addition to the notifications above), after the service has been ceased.

3. For customers that have been identified as vulnerable but not a telecare user, we will follow the above process with these additional safeguards:

• The final notification will be provided both electronically and as a physical letter.
• The cessation date will be no fewer than 60 days from the date of notification.
• The same notification will be issued to any third-party contact associated with the customer’s account.
• Calling the customer and any nominated third party in total a minimum of 3 times (collectively) during the 60-day period.

4. For customers that have been identified as telecare users, we will do all of the above. In addition, before ceasing the customer’s service, we will notify the telecare provider or relevant local authority (LA) if known and if legally able to do so that one of their telecare users may be ceased due to non-engagement. The notification will be sent at least 10 working days before the end of the 60-day period and, where possible, will include:

• The customer’s fixed-line phone number.
• Surname and postcode.
• A request for confirmation of receipt and that the provider or LA has attempted to engage with the customer.
• The earliest date the service will be ceased.
• And request the telecare provider ensures the customer has access to telecare that will continue to work.

5. We will, where no alternative service can be provided by the current communication provider, in all communications, provide information on how the customer may obtain an alternative service. For example, where modernisation means a customer no longer has a fixed or wired service available at their premises, the customer can be ceased following the process set out in this protocol. The customer must be made aware of alternative connectivity solutions, e.g. fixed wireless or satellite (where this is available). In exceptionally rare circumstances where no alternative service is available we will inform the customer.

6. We will inform DSIT and Ofcom, where, in a rare instance, an LA does not engage to help us identify telecare users. We will then give the Department 30 days to ask the authority to engage before proceeding with the process set out above for any customers in that area.

7. We will, where we provide wholesale services to other CPs, inform our customers of the details of this protocol and remind them of the importance of applying the safeguards for their end customers. Where possible, wholesalers will inform DSIT and Ofcom of CPs that are serving residential consumers to provide the opportunity for these CPs to become members of the charter and apply safeguards to their customers.

8. We will provide DSIT with any relevant information requested on a quarterly basis during this activity and will inform DSIT of any serious risk to life issues that may impact or have impacted customers.

Technical notes

This Protocol applies to ceasing voice and/or broadband services, as part of telecoms modernisation, for residential consumers. CNI engagement is addressed through the CNI Charter. Businesses are expected to engage CPs and be treated fairly.

Appropriate sources in identifying vulnerable and telecare customers may include CP specific onboarding processes, self-identification of vulnerability or telecare devices, ARC data, and DSA data with both public (local authorities) and private telecare providers.

An authorised or registered third‑party contact may include a family member, neighbour, sheltered housing scheme/warden, or another nominated person.

In this instance, ‘unengaged’ means customers who do not engage with CPs or actively refuse to be migrated or upgraded.

There may be locations, for example Multi-Dwelling Units (MDU’s), where there is currently no alternative to copper, as NOs cannot access the premises in order to undertake the necessary work. Government is consulting separately on legislative proposals to address broadband rollout in leasehold flats which, if taken forward, should help reduce the number of premises impacted.