What Hospitality Businesses Need To Do Before the Big Switch Off

Hospitality businesses should prepare for the Big Switch Off now by auditing every landline, card terminal, electronic point of sale (EPOS) connection, alarm, lift line, intercom, booking number, and broadband service that could still rely on the UK’s old analogue phone network.

The Public Switched Telephone Network (PSTN), the UK’s traditional copper-based landline network, is being retired by 31 January 2027. After that, traditional landlines and Integrated Services Digital Network (ISDN) services (older digital phone lines often used by businesses) will stop working.

Instead, calls will move to internet-based services such as Voice over Internet Protocol (VoIP), which means phone services delivered over an internet connection. And for restaurants, pubs, hotels, cafes, takeaways, bars, and venues, this is bigger than replacing a phone handset. The switchover could affect:

• Table booking lines and customer service numbers
• EPOS systems, card machines and payment terminals
• Fire, intruder and security alarms
• Lift emergency phones in hotels and multi-storey venues
• Door entry, intercom and closed-circuit television (CCTV) systems
• Broadband services that still use legacy phone-line infrastructure
• Fax machines, back-office lines and supplier contact numbers

This guide has been updated using the latest guidance from Openreach, GOV.UK and Ofcom, the UK communications regulator.

What Hospitality Businesses Need To Do First

The first step is to find every system in your business that still uses a phone socket or analogue line. In hospitality, the biggest risk is assuming the Big Switch Off only affects landline calls.

Start with this checklist:

• Ask your telecoms provider which landlines, ISDN lines and broadband services are still PSTN-based.
• Ask your EPOS provider whether your till, kitchen display system, handheld terminals and reporting tools need an upgraded internet connection.
• Ask your payment provider whether any card terminals still use analogue dial-up, which means connecting through an old phone line, or phone-line backup.
• Ask your alarm supplier whether fire, intruder and security alarms will work after migration.
• Ask your lift maintenance supplier whether emergency lift phones need replacing or reconfiguring.
• Ask your broadband provider whether your current connection is reliable enough for VoIP, card payments, EPOS and guest Wi-Fi, which is your wireless internet network.

Do this before choosing a new phone system. A restaurant with one booking line has a very different migration risk from a hotel with lifts, access control, room phones, alarms and multiple payment points.

Why the Big Switch Off Matters More for Hospitality

Hospitality businesses rely on live systems during short, high-pressure trading windows. If a phone line, payment terminal or broadband connection fails during lunch service, check-in, happy hour or a Saturday night rush, the impact is immediate.

The biggest hospitality risks are:

• Lost bookings: Customers may not get through if your main phone number is not ported (which means transferred from your old provider to your new provider) properly.
• Failed card payments: Older terminals may need replacing if they still rely on analogue connectivity.
• EPOS downtime: Cloud EPOS systems, which store and sync sales data online, need stable broadband and backup connectivity to keep orders moving.
• Safety gaps: Alarms, lift phones and door-entry systems may need separate checks before the PSTN is switched off.
• Guest complaints: Hotels, restaurants and venues risk poor reviews if check-in, ordering or payment systems go down.
• Staff disruption: Front-of-house teams need clear instructions for taking calls, orders and payments when systems change.

For many operators, the Big Switch Off is also a chance to modernise. A properly planned move to VoIP can improve call routing, voicemail, remote working, multi-site management and customer call handling.

1. Audit Every Phone Line, Number and Contract

Hospitality businesses should create a line-by-line inventory before replacing anything. This helps you avoid paying for unused lines and prevents important services from being disconnected by mistake.

Your audit should include:

• Main customer numbers: Restaurant booking lines, takeaway lines, hotel reception numbers and venue enquiry lines.
• Back-office numbers: Supplier, payroll, finance, HR and management lines.
• Fax numbers: Some older suppliers, wholesalers or accommodation partners may still use fax.
• Direct dials: Hotel departments, events teams, sales offices and private dining teams.
• Multi-site numbers: Group operators should check each venue, not just head office.
• Contract details: Record provider names, monthly costs, notice periods and renewal dates.

Once you have this list, decide which numbers to keep, merge or retire. Most businesses can keep important numbers through number porting, which is the process of moving an existing phone number from one provider to another. However, the port needs to be scheduled carefully with your new provider.

For more detail on phone-system options, read our guide to the best VoIP providers for UK businesses.

2. Check EPOS, Card Machines and Payment Terminals

Hospitality businesses should check payment systems early because card acceptance is critical to daily trading. Even if your main phone line has already moved online, an older terminal or backup payment line may still depend on analogue infrastructure.

Speak to your payment provider and ask:

• How does each card machine connect? Check whether it uses broadband, Wi-Fi, mobile data, Ethernet, which is a wired internet connection, or an analogue line.
• Does it have a fallback connection? A fallback connection is a backup route, such as mobile data, that can keep payments running if the main connection drops.
• Will it work after the PSTN switch-off? Ask for written confirmation where possible.
• Does the EPOS integration need upgrading? An integration is the connection between your payment terminal and your till, stock, reporting or ordering software.
• What happens if broadband fails? Make sure staff know whether terminals can use mobile data or offline payment modes.

This is especially important for pubs, cafés, food trucks and quick-service restaurants, where queues build quickly when payments slow down.

If you are already reviewing tills and payment hardware, it may be worth comparing modern hospitality EPOS systems. Our guide to the best hospitality EPOS systems covers options for restaurants, pubs, cafés, hotels and bars.

3. Check Alarms, Lift Phones, Door Entry and CCTV

Safety and security systems should be checked separately from your main phone system. These devices are often supplied by different companies, which means your telecoms provider may not know what is connected.

Prioritise:

• Fire alarms: Confirm whether monitoring still uses a PSTN line.
• Intruder alarms: Ask your alarm company whether the system needs an internet-based or mobile-network upgrade.
• Lift emergency phones: Hotels and multi-storey venues should check every lift line with their maintenance provider.
• Door-entry systems: Intercoms and access panels may need new modules or connectivity.
• CCTV systems: Remote monitoring may depend on broadband, network settings or legacy phone lines.
• Cellar, freezer or environmental monitoring: Some alert systems may use analogue lines or dial-out devices, which automatically call a monitoring centre or contact number.

Do not assume an adapter will solve every problem. Some equipment may need replacing, while other devices may need a new router, mobile SIM connection or supplier reconfiguration.

This step is especially important for hotels, late-night venues and larger restaurants where safety systems are not optional operational extras.

4. Upgrade Broadband and Wi-Fi Before Moving to VoIP

VoIP, cloud EPOS, online ordering, booking systems, card payments and guest Wi-Fi all depend on reliable connectivity. Before the Big Switch Off, hospitality businesses should check whether their broadband can support more digital services at the same time.

Review:

• Download and upload speeds: Upload speed matters for VoIP calls, cloud backups, video monitoring and payment data.
• Router quality: A router is the device that connects your business to the internet and distributes that connection to phones, tills, payment terminals and Wi-Fi devices.
• Wi-Fi coverage: Test kitchens, bars, terraces, hotel rooms, basements and payment points.
• Guest Wi-Fi separation: Keep customer Wi-Fi separate from EPOS, payments and business systems to reduce security and performance risks.
• Backup connectivity: A 4G or 5G mobile-data backup can keep calls and payments running if fixed broadband drops.
• Power backup: Digital phones and routers need electricity, so consider battery backup for critical systems.

As a rough rule, each concurrent VoIP call needs around 100kbps of bandwidth. The bigger issue for hospitality is not usually raw bandwidth, but stability. Patchy Wi-Fi or an overloaded router can cause dropped calls, failed payments and slow EPOS performance.

5. Move Booking Lines and Customer Calls to VoIP

VoIP is usually the best replacement for traditional hospitality landlines because it gives businesses more control over call routing, missed calls and multi-location management.

Useful VoIP features for hospitality include:

• Call routing: Send calls to reception, the bar, reservations, head office or a mobile depending on opening hours.
• Voicemail-to-email: Turn missed booking enquiries into messages that managers can action quickly.
• Auto-attendant menus: An auto-attendant is a recorded phone menu that lets callers choose bookings, opening hours, private hire, hotel reception or events.
• Call forwarding: Redirect calls to a manager’s mobile when a venue is closed or understaffed.
• Call analytics: Track missed calls, peak enquiry times and abandoned calls.
• Softphone apps: A softphone app lets staff make and receive business calls through a laptop, tablet or mobile instead of a physical desk phone.

For small hospitality businesses, a simple cloud phone system may be enough. For larger hotels, groups and high-volume restaurants, look for stronger routing, reporting, call queues and integrations.

You can also read our guide to small business phone systems if you need a wider view of UK options.

6. Test the Whole Customer Journey Before Go-Live

Hospitality businesses should test the new setup during realistic trading scenarios, not just by making one successful test call. The goal is to prove that customers can book, arrive, order, pay and contact staff without disruption.

Test these journeys:

• Booking a table: Call the main number, leave a voicemail, test out-of-hours routing and confirm email alerts arrive.
• Taking a takeaway order: Check phone orders, online orders, kitchen printing and payment flow.
• Checking into a hotel: Test reception calls, room phones, lift phones, Wi-Fi, card payments and access systems.
• Running a busy bar shift: Test card machines, handheld EPOS devices, kitchen screens and guest Wi-Fi at peak load.
• Handling an alarm event: Confirm monitoring, escalation contacts and emergency procedures.
• Operating during a broadband fault: Test failover, which means switching to a backup connection, mobile terminals and manual fallback processes.

Run the test with the staff who will actually use the systems. They are more likely to spot practical issues, such as a handset in the wrong place, a weak Wi-Fi area near a payment point, or unclear instructions for missed calls.

7. Train Staff on the New Phone and Payment Processes

Training should focus on the tasks staff need during service. A short, practical session is usually more useful than a long feature walkthrough.

Cover:

• How to answer and transfer calls using desk phones, tablets, softphones or mobiles
• How missed calls are handled, including voicemail-to-email and call forwarding
• How to take payments if Wi-Fi drops, including mobile-data backup or offline modes where available
• How to report faults with phones, EPOS, terminals, alarms or broadband
• Who owns each issue, such as the telecoms provider, EPOS supplier, alarm company or payment processor
• What to do during power cuts if phones, routers or terminals lose power

Put the most important steps on a one-page checklist near reception, the manager’s office, the bar or the back-of-house staff area. During a busy service, staff need a fast answer, not a supplier contract.

What Different Hospitality Businesses Should Prioritise

Different hospitality businesses face different Big Switch Off risks. The right plan depends on how customers contact you, how you take payments, and which safety systems are installed on site.

Restaurants should prioritise booking lines, EPOS connectivity, kitchen display systems, card terminals, call routing and out-of-hours voicemail.

Pubs and bars should prioritise card machines, alarm systems, live sports or event connectivity, staff mobiles, guest Wi-Fi and late-night emergency procedures.

Cafés should prioritise payment terminals, broadband stability, takeaway ordering, simple VoIP plans and mobile-data backup.

Takeaways should prioritise phone orders, online ordering integrations, kitchen printers, delivery app connectivity and payment continuity.

Hotels should prioritise reception phones, room phones, lift emergency lines, fire alarms, door access, CCTV, guest Wi-Fi and property management system integrations. A property management system is the software hotels use to manage bookings, rooms, guest details and check-ins.

Event venues should prioritise ticketing lines, box office phones, security systems, door entry, multi-site Wi-Fi, payment terminals and backup connectivity for event days.

If you operate across multiple sites, audit each location separately. Older venues, basements, converted buildings and rural locations can have very different telecoms and broadband setups.

How Much Should Hospitality Businesses Budget?

The cost of preparing for the Big Switch Off depends on how many systems need upgrading. A small café may only need a VoIP plan and updated payment terminal, while a hotel may need a wider review of phones, lifts, alarms, Wi-Fi, EPOS and guest systems.

Budget for:

• VoIP licences: Usually charged per user, number or line.
• Handsets and headsets: Needed if staff still require physical phones.
• Broadband upgrades: Important if your current connection is slow or unstable.
• Router and Wi-Fi upgrades: Useful for venues with patchy coverage or heavy guest Wi-Fi use.
• Payment terminal replacements: Needed if older terminals are not digitally compatible.
• Alarm or lift-line upgrades: Supplier costs vary depending on the device and monitoring setup.
• Installation and support: Larger sites may need engineer visits or project management.

If you are already reviewing your EPOS setup, our guide to EPOS system costs explains typical pricing for UK businesses.

When Should Hospitality Businesses Start Preparing?

Hospitality businesses should start preparing now, in 2026, not at the end of the year. Waiting until late 2026 increases the risk of supplier delays, rushed installations and avoidable downtime.

A practical timeline looks like this:

• Three to six months before migration: Audit phone lines, contracts, broadband, EPOS, alarms, lifts and payment systems.
• Two to four months before migration: Choose VoIP, broadband, EPOS or payment upgrades and confirm installation dates.
• One to two months before migration: Port numbers, install hardware, configure call routing and test connected devices.
• Two to four weeks before go-live: Train staff, test customer journeys and prepare fallback processes.
• After go-live: Monitor missed calls, payment issues, Wi-Fi performance and staff feedback.

Do not cancel old services until the replacement systems have been tested. This is especially important for alarms, lift phones and payment terminals.