Policy paper

Fixed Telecoms Modernisation Charter

Published 24 March 2026

Background

The UK’s fixed telecoms networks (the cables that connect our homes and businesses) are being modernised. Copper networks are being replaced by fibre networks. Analogue systems are being superseded by digital systems.

The government recognises that this industry-led modernisation of industry-owned networks will deliver significant benefits for customers, including faster internet speeds, greater reliability, increase energy efficiency and improve digital inclusion.

This voluntary charter sets out the principles and expectations how the telecoms industry signatories will ensure, as far as possible, that customers, especially vulnerable customers, are protected during all fixed telecoms modernisations.

The government expects critical service providers that rely on fixed telecoms networks (such as telecare providers, local authorities etc.) to engage with their communication providers and to address any issues identified.

Charter commitments

Ahead of and during any fixed telecommunication modernisation we, as Communication Providers (CPs), Network Operators (NOs), and Wholesalers (WSRs) commit to the following:  

1. We will work to ensure that all modernisations take place safely and effectively for all users of the network including for vulnerable users, life critical services and critical national infrastructure.
   
   
2. We will publicly announce the switch-off date for any network or service that we own as soon as we are able, but at least 12 months before it begins by informing government who we support publishing this on the gov.uk website.
   
   
3. We, NOs only, will provide at least 12 months’ notice of any planned network migrations or service closures to communication providers. Provision should be made for where this is a chain of communication providers.
   
   
4. We will not migrate or cease any services to customers without having made exhaustive efforts (as set out in the relevant charter, checklist or protocol) to identify and engage with customers, including identifying vulnerable customers.
   
   
5. We will send repeated communications to each of our direct customers that clearly states the planned closure date for the relevant network or service.
   
   
6. We will always provide our direct customers with at least 60 days’ notice before any modernisation, migration or network closure that affects them specifically.
   
   
7. When completing a modernisation programme, we will always seek to provide all customers with an alternative form of technology on which to migrate. Where no alternative service can be provided by the current CP, we will in all communications provide information on how the customer may obtain an alternative service, if one is available. In exceptionally rare circumstances where no alternative service is available, or commercially viable, we will inform the customer.
   
   
8. Where possible, we will work with stakeholders in affected sectors and the government to address specific issues raised by any network migration or network closure. For example, working with the telecare sector, the medical device sector, and local authorities to ensure telecare users are identified and migrated safely.
   
   
9. We will, where necessary, develop appropriate solutions to safeguard our direct customers, who may require additional assistance with their migration. For example, providing battery back-ups for landline dependent customers.
   
   
10. We will follow any specific checklists developed between industry and government to ensure customers are safely migrated and services closed. This includes, the Non-Voluntary Migrations Checklist (for CPs), the CP Final Engagement Protocol (for CPs), and the NO and WSR Final Engagement Protocol (for NOs and WSRs)
    
    
11. We will, where we provide line rental or wholesale services to other CPs, inform them of the principles of this Charter, and request that they apply these with regards to their customers.
    
    
12. We will work to find a solution to enable NOs to safely move telecare customers between networks. This may include creation of an industry working group.

Signatories

Communication Providers:

• BT 
• Sky 
• Virgin Media 02 
• VodafoneThree 
• TalkTalk 
• KCOM 
• Immervox

Network Operators and Wholesalers:

• Openreach 
• Virgin Media O2 
• KCOM 
• Cityfibre

Technical notes

Customers for Communication Providers include residential consumers, businesses, and providers of critical national infrastructure. Customer for NOs and WSRs are Communication Providers.

Life critical services are those where loss of service would create a risk to life but are not necessarily captured within the critical national infrastructure definition.

Where fixed line services may no longer be available due to the withdrawal of copper-based services, fixed wireless access or satellite services may be available. Fixed wireless access services will always offer faster speeds for the customer than copper-based services. In exceptionally rare circumstances where no alternative service is available CPs will inform the customer.

Existing modernisation programmes, including migrations off the Public Switched Telephone Network, migrations off Metallic Path Facility networks and previously announced exchange closures are considered to have already provided sufficient notice to customers.

Technical repairs do not constitute telecoms modernisation, network migrations or service closures in regard to this charter and related documents.

The 60-day notice period for direct customers outlined in point 6 reflects the minimum notice period for all customers. Where a customer is identified as vulnerable and/or a telecare user, the timescales outlined in the relevant NVM Checklist and/or Final Engagement Protocol will also apply.

All references to ‘network’ or ‘service’ in this document refer to networks or services directly impacted by fixed telecoms network modernisation (as described in ‘Background’ above), and not to any changes to or closures of networks or any services not resulting directly from fixed telecoms network modernisation.