Published:
20 September 2022
Last updated:
16 March 2023
The technology we use to make landline phone calls is changing. The old Public Switch Telephone Network (PTSN) is being decommissioned, and traditional phone services will eventually be delivered over broadband – this is known as Voice over Internet Protocol (VoIP).
In December 2020, Openreach started to trial moving customers to full-fibre and VoIP services in Salisbury and Mildenhall. We commissioned qualitative research in order to understand how customers experienced the trial.
This report sets out the findings of our research.