The UK’s Public Switched Telephone Network (PSTN)—the copper-based infrastructure that has powered landline communications for decades—is set to be permanently retired on 31 January 2027.
While this transition to digital networks marks a technological leap forward, it also presents a serious challenge for the hospitality sector, particularly around lift emergency communication systems.
Many hotels still rely on PSTN-connected auto-diallers in their lifts to meet BS EN 81-28 regulations, which require a two-way communication system for passenger safety. When the PSTN is switched off, these systems will no longer function. Without a working emergency line, lifts must be taken out of service immediately, posing not only a compliance breach but a public safety risk.
The Safety Risk
Lift emergency phones are not optional—they are a legal requirement. In the event of entrapment, passengers must be able to communicate with rescue services. PSTN-based systems rely on a dial tone to initiate calls. Once the network is retired, that dial tone disappears, rendering the system useless. If left unaddressed, this could result in guests being trapped without a way to call for help, exposing hotels to liability and reputational damage.
What Hotels Must Do
The solution lies in upgrading to GSM or IP-based systems, which use mobile or internet networks to maintain emergency connectivity. These systems are not only compliant with EN 81-28 but also offer enhanced features such as remote monitoring, automated fault alerts, and battery backup for power outages.
Hotels should act now to:
- Audit all lift communication systems to determine if they rely on PSTN.
- Consult with lift maintenance providers to assess upgrade options.
- Schedule installations of GSM or IP systems well ahead of the 2027 deadline.
- Integrate upgrades into refurbishment plans to minimise disruption and optimise costs.
For properties undergoing renovations or new builds, this is an ideal time to incorporate digital emergency systems into the design. Modern solutions can be discreetly installed, preserving aesthetic integrity while freeing up riser space previously occupied by analogue cabling.
Compliance & Consequences
Failure to upgrade will result in non-compliance with lift safety regulations. This could lead to enforcement action, insurance complications, and operational shutdowns. More critically, it places guests at risk—a scenario no reputable hotel can afford.
According to MEMCO by AVIRE, a leading lift safety provider, nearly 70% of businesses reliant on PSTN systems have yet to plan their migration strategy. This readiness gap is alarming, especially given the irreversible nature of the switch-off.
Public Safety First
Beyond compliance, this is a matter of guest safety and trust. Hotels are custodians of their guests’ wellbeing, and emergency preparedness is a cornerstone of that responsibility. Upgrading lift communication systems is not just a technical fix—it’s a proactive step toward safeguarding lives.
As the countdown to 2027 continues, hotels must treat the PSTN retirement as a strategic priority. The cost of inaction is far greater than the investment in future-proofing. In hospitality, safety isn’t optional—it’s the standard.