The Hidden Crisis of the ALL-IP Digital Switchover: Is Your Business About to Lose Its Lifeline?

Imagine waking up one morning to find your business phone number, your primary link to customers, suppliers, and partners, simply gone. No warning, no way to retrieve it, and no way to let your customers know where to find you. Sounds like a nightmare, right? But for thousands of UK businesses, this is becoming a harsh reality thanks to the ALL-IP digital switchover.

The UK is in the midst of one of the most significant telecommunications changes in decades: the transition from traditional landlines to ALL-IP digital services. By 2025, Openreach will have fully switched off the Public Switched Telephone Network (PSTN), forcing every business and household to move to a digital-based system. While this technological advancement promises faster, more reliable services, it’s also creating chaos for unprepared businesses, particularly those unaware that their phone numbers are at risk of being lost forever.

So, what’s really happening, and how can you protect your business from losing one of its most valuable assets? Let’s dive in.

The ALL-IP Digital Switchover: What’s Changing?

In the good old days, telephone calls were delivered to your home or business via copper wires, underground or overground by drop cables along with 48 volts to make it possible for the telephone to ‘ring’ without being plugged into an external power source.

As technology evolved, broadband came along and was also delivered across these same wires as a part of the overall telephone service, essentially broadband over voice lines (BoV).  Over the past five or so years, we have a change to this with voice now being delivered over broadband (VoB) as part of Openreach’s “ALL IP” initiative, to remove the need for voltage to be sent across the copper lines which is used to make telephones ring.

For decades, businesses in the UK have relied on PSTN and ISDN networks for their telephone services, and now, these systems are being retired in favour of digital services running over broadband connections. The benefits? More modern, scalable communications with enhanced features.

However, this transition isn’t as smooth as telecom providers might have you believe. Many businesses are finding themselves blindsided by unexpected disruptions, particularly when it comes to keeping their long-standing business phone numbers.

Why Are UK Businesses Losing Their Phone Numbers?

OK, so let’s jump forward to today.  Perhaps you have an Indian takeaway in Brighton or a hotel in Glasgow which used to have a local number with the right area code – 01273 for Brighton and 0141 in Glasgow and suddenly, just because you have been upgraded to All IP, so your voice calls are now delivered across your broadband rather than the other way around, your existing phone number has gone and has been replaced with an 0203 number (a number range issued by Ofcom for the required expansion in London from 020 8 and 020 7 to accommodate the growing number requirement).  Are you happy with this? The 0141 Glasgow number you have had since 1974 is now gone – replaced with a London 020 3 number instead? Of course not, and perhaps you’ll get even more annoyed when I tell you it’s unnecessary.  There are no reasons why you cannot keep your existing telephone number when you transfer to All IP – irrespective of the provider you choose to provide these services.

One of the main reasons businesses are losing their telephone numbers is that like many you may assume your business phone number will automatically transition to the new system, but that’s not always the case. Here’s why:

1. Service Disconnections Without Proper Migration
   Many businesses don’t realise that when their legacy service is shut down, their existing phone numbers may be lost if they haven’t proactively migrated to a compatible digital service. If a number is not ported before the switchover, it could be permanently lost.
2. Lack of Awareness and Communication
   Telecom providers have not been consistent in informing businesses about the required changes. Many SMEs, particularly those without in-house IT teams, are unaware of what they need to do until it’s too late.
3. Porting Issues Between Providers
   Businesses looking to move their number to a new provider often run into problems with the porting process. Some providers make it difficult, or even impossible, to retain certain numbers when switching services.
4. VoIP Incompatibility
   Not all Voice over IP (VoIP) solutions allow for easy number porting. Some businesses are discovering that the new digital service they choose doesn’t support their old number, forcing them to change it.
5. BT and Openreach Prioritisation
   With thousands of businesses trying to transition at once, telecom giants are prioritising larger contracts. Small and medium-sized businesses (SMBs) are often left struggling to get the support they need in time.

Over the past 2 years, phonenumbers.store has been inundated with enquires from businesses who have been told that their telephone number has been lost due to this digital All IP revolution.  In 99% of cases, this is simply not true and we have been able to get the numbers back for customers and they have then been able to transfer them over to their new provider to work along-side the newly allocated number.

The Real-World Impact on UK Businesses

The loss of a business telephone number isn’t just a minor inconvenience, it can be catastrophic. Here’s how:

• Lost Customers: Your number is how customers reach you. If it’s suddenly disconnected, they may assume your business has closed or moved elsewhere.
• Brand Damage: Many businesses have spent years building brand recognition around their number. Changing it can harm trust and credibility.
• Revenue Loss: Missed calls mean missed opportunities. Even a short period of downtime can result in significant financial losses.
• Operational Chaos: Updating your number across websites, business cards, advertisements, and directories is a logistical nightmare.

For businesses that operate on phone-heavy models, such as trades, healthcare providers, estate agents, and customer service centres, losing a number can bring operations to a grinding halt.

A real-life example of a hotel in Hampshire.  They had their telephone number 787700 since it was just telephone no. 700 on their local exchange back in the 1960’s, ending up being prefixed with additional digits e.g. 735 during BT’s exchange modernization programmed in the 1990’s to become 735700.  After surviving the COVID pandemic, the hotel needed to upgrade from their old PSTN and ISDN telephone lines to a new IP telephone system, and in doing so, their new provider “lost” their 735700 telephone number and instead replaced it with a random 02380 Southampton telephone number instead.  The hotel was told that the number was lost and could not be moved on to an IP or ‘cloud’ phone system – this in fact was incorrect.  All geographic telephone numbers (those starting 01 or 02) issued by Openreach are portable to all UK providers, but the provider did not move the number across to their platform.  Phonenumbers.store was able to get the number for the customer and they have now been able to move the number over to their cloud provider’s service.

The number works alongside their 02380 Southampton number, so they have the benefit or both numbers working in harmony.

How to Protect Your Business From Losing Its Number

So, what can you do to ensure your business phone number survives the ALL-IP Digital Switchover? Here’s a step-by-step action plan:

1. Check If Your Business is Affected

If you’re still using a PSTN or ISDN-based phone system, you’re at risk. Check with your provider to see if your service will be discontinued and when you need to switch.

2. Secure Your Existing Number Now

The best way to protect your number is to port it to a VoIP provider before the switchover affects your area. Choose a provider that guarantees number portability and has experience handling transitions from PSTN.

3. Don’t Wait for Your Provider to Contact You

Many businesses assume their telecom provider will inform them when action is needed. Don’t wait! Proactively reach out and confirm your migration plan.

4. Choose a Trusted Digital Phone Provider

Not all VoIP providers are equal. Look for one with:

• Proven experience with UK number porting
• Reliable customer support
• A solid reputation for service continuity

5. Test Your New System Before the ALL-IP Digital Switchover

Once you’ve moved to a VoIP system, test it thoroughly before the old service is turned off. Ensure that calls are routed correctly and that your team knows how to use the new system.

Act Now, Before It’s Too Late

The ALL-IP digital switchover is not some distant event; it’s happening now, and businesses across the UK are already feeling its impact. The worst thing you can do is assume everything will transition smoothly without action on your part.

By taking proactive steps today, you can ensure that your business phone number, one of your most critical assets, remains safe.

If you have experienced this issue and your number was on the Openreach network when it was disconnected – don’t despair! There is a very high chance that we can get it back for you and give you the details to move it to your current provider or simply call forward it for you.  We can check very easily – just WhatsApp us the number to +44 1329 007 007 and we’ll tell you if we can do it.  The cost is usually no more than £495 INC VAT, sometimes just £295 INC VAT, depending on which exchange the number was installed on.

If you’re unsure where to start or have questions about securing your business phone number, contact us today and we’ll help you navigate the ALL-IP transition smoothly and stress-free.