Fixed telecoms infrastructure is in the process of a once in a generation, multi-decade long upgrade. This involves multiple telecoms modernisation programmes including the Public Switched Telephone Network (PSTN) migration and the closure of telephone exchanges.

For the vast majority of customers, these changes will cause little or no disruption. However, some customers will require additional support during upgrades or changes to their service, particularly where they are required to engage with their provider.

This Charter sets out further steps industry will take to ensure that customers remain safe during current and future fixed telecoms modernisation.