The Department does not hold data on the cost of installing new telephone systems in general practices, nor on how many systems and handsets were installed.

As part of our ambition to end the 8:00am scramble, we want patients to contact their practice by phone, online, or by walking in, and for people to have an equitable experience across these access modes. Since 1 October 2025, practices are required to keep their online consultation tool open for the duration of core hours for non-urgent appointment requests, medication queries, and admin requests.

Landlines are not being phased out. The analogue technology underpinning the landline network, the Public Switched Telephone Network, is being upgraded to digital Voice over Internet Protocol, which is more reliable and resilient. We want to ensure that all customers, including those in Yeovil and Somerset, are migrated safely.

A voluntary charter, agreed in December 2023, committed communications providers to protecting vulnerable consumers during the migration. The Government secured new safeguards from providers in November 2024, as set out in the non-voluntary migrations checklist.

The Government is committed to ensuring any risks arising from the industry-led migration of the Public Switched Telephone Network (PSTN) to Voice over Internet Protocol (VoIP) are mitigated for all customers. No formal assessment has been made of the impact of the PSTN migration on rural households without broadband. In order to function correctly, VoIP requires a minimum connection speed of just 0.5Mbps, meaning that a broadband connection will not be required.

Although most power cuts are brief, the impact they can have on the telephone network is significant, particularly in rural communities. We are working closely with the regulator, communications providers and the power sector to improve resilience and minimise disruption to the public and businesses as much as possible.

Communications providers have statutory responsibilities to take all appropriate and proportionate steps to minimise disruption to services and must ensure at least one back-up form of communication is available for contacting emergency services for a minimum of one hour during a power outage. On 6 September 2024, Ofcom published detailed resilience guidelines specifying the measures that providers are expected to meet throughout their networks, including resilience to power cuts, and set out the analysis they are completing to consider whether additional resilience is required for mobile services.

I am sorry that the right hon. Member and all colleagues continue to experience inconvenience in telephony services which are currently below standard. The latest issue with handsets underlines the need for the solution which the Parliamentary Digital Service is implementing later this year.

Polycom devices need to communicate with an external supplier to register the device and make/receive calls. Each device communicates with one of two external servers. One of the servers experienced issues on Thursday 9 May and any device that attempted to connect to this server was impacted by the outage. Polycom phones communicating with the working server did not experience an outage.

The first report the Digital Service received of handsets not working was at 12.13pm on Thursday 9 May. The team declared a major incident shortly afterwards and service was restored at 9.46am on 10 May.

The Voice Programme is upgrading and replacing the existing telephony infrastructure and when implemented, handsets will have 99.999% reliability of connecting.

The Senior Deputy Speaker has asked me, as Chair of the Services Committee, to respond on his behalf. The Parliamentary Digital Service (PDS) were made aware of a potential issue affecting Polycom telephone handsets, used with the Microsoft telephone service (MS Teams) on Friday 12th April 2024. Following a thorough investigation, a root cause was identified and resolved on Tuesday 16th April 2024. Restoration of service following a major telephony incident depends on third parties. The Voice Programme is upgrading and replacing the existing telephony infrastructure with a streamlined and less complex support arrangement. PDS are expecting to rollout the service over the summer 2024.

The Senior Deputy Speaker has asked me, as Chair of the Services Committee, to respond on his behalf. In 2016, a procurement process was completed adhering to EU procurement regulations (OJEU) for a unified communications solution to replace the previous telephone system which was end of life and could no longer be supported or maintained. This restricted OJEU process was open to all vendors. Siemens (Unify) made an initial application but were not taken through to stage two of the process to tender.

The cost of the Skype for Business Programme, which included key steps in Parliament’s transition from a copper wire telephone system to Voice over Internet Protocol, was £8.3 million and included the cost of the Polycom handsets currently in use. Implementation of the Polycom handsets began in November 2017.

The Senior Deputy Speaker has asked me, as Chair of the Services Committee, to respond on his behalf. The Voice Programme has been set up to address service quality and user experience priorities regarding telephony in Parliament. The programme’s high-level benefits include increasing business resilience and value for money and improving customer experience across telephony services. The programme is upgrading and replacing the existing telephony infrastructure (a combination of on premise MS Teams and Skype for Business) and has completed procurement of a unified communications service, to be implemented later this year, that will deliver resilient telephony. Initially, the new service is expected- to re-utilise the existing Polycom telephone handsets, however, replacement telephone handsets will be introduced as part of product lifecycle replacement.

The House of Lords Services Committee, the House of Commons Administration Committee and the Business Resilience Board are being consulted on implementation plans for the new service.

The Investment Committee and Accounting Officers have approved a business case for the Voice Programme which has an approved whole life cost of £6.37m. These costs cover implementation, programme resources, licences, and support costs until FY28/29.

The performance of the current telephony system is not good enough and is falling short of reasonable expectation. The Parliamentary Digital Service is working hard with our suppliers and technology partners to bring the level of service up to an acceptable standard. A new solution has been procured and will be implemented later this year. I apologise to the right hon. Member and all colleagues for the inconvenience they are experiencing.

When the UK’s major Communication Providers signed the Charter of Commitments in December 2023, they committed to pausing non-voluntary migrations of all customers until they had full confidence that they are taking all possible steps to protect vulnerable people through the migration process. As a result, BT have currently paused all non-voluntary migrations.

BT has not yet indicated when they will resume the practice of non-voluntary migrations. This is a commercial decision for BT to make, and we expect them to notify us when they intend to resume non-voluntary migrations. DSIT Ministers and officials are meeting with BT regularly to discuss the progress of the migration.

Government and Ofcom are engaging with all signatories of the Charter of Commitments to monitor their approach to the PSTN migration. This includes asking them whether they conduct non-voluntary migration programmes and what protections they have in place for vulnerable customers.

The Senior Deputy Speaker has asked me, as Chair of the Services Committee, to respond on his behalf. The cost of the original programme that replaced Parliament’s copper wire telephone system with voice over internet protocol (VoIP) telephony, including the Microsoft Polycom handsets, was £8.3 million. It was necessary to update the telephony as the previous telephone system was end of life and can no longer be supported or maintained.

Members and other Parliamentary users with visual impairments can use speech recognition software to use Teams. Support is available from the Parliamentary Digital Service for anyone requiring help to use the system. As part of implementation of a new telephony solution for Parliament in the first half of 2024 the Voice Programme team is exploring options for more user-friendly telephone handsets including accessible solutions for visually impaired users.

The Department of Science, Innovation and Technology (DSIT) and the Department for Levelling up, Housing and Communities (DLUHC) both regularly provide information to local authorities about the PSTN migration. Officials from both departments also attend a Digital Switchover Working Group, hosted by the Local Government Authority.

DSIT is shortly looking to publish further guidance to local authorities about how the switch-off of analogue landlines may impact them. Among several other issues, this guidance will cover aspects of the provision of adult social care.

The change to digital landlines will affect many sectors of the economy, including services delivered by local authorities. We cannot definitively comment on the estimated cost of the upgrade on local authorities, since the services and devices vary from one local authority to another.

The Government engages regularly with local authorities to raise awareness of the PSTN migration. As part of that engagement, we have encouraged local authorities to collate and share cost data related to the migration with DSIT and the Department for Levelling Up, Housing and Communities (DLUHC). We have also made clear that local authorities should plan ahead for how they may be impacted by the migration, including by considering the budgetary implications of upgrading outdated devices.

With regards to communicating the migration, industry is best placed to inform their respective customers. Communications Providers have varying strategies and timelines for the migration, as well as a better understanding of the needs of their individual customers. By contrast, there is a significant risk that a nationwide campaign would be misleading and counterproductive, for example by not giving appropriate advice to vulnerable customers.

That said, DSIT has published a webpage on GOV.UK about the PSTN migration as a way to increase public awareness. This resource provides guidance about how consumers can prepare for the switchover and where they can find additional information. The webpage can be found here: https://www.gov.uk/guidance/uk-transition-from-analogue-to-digital-landlines. We also regularly engage with Ofcom and Communication Providers to discuss how best to communicate with end users, particularly vulnerable customers.