The UK is getting ready to retire its old-school phone lines, but new research from Zen Internet shows a surprising catch, if your business only uses a mobile number, many people might not trust you.
In fact, more than 1 in 3 British consumers (35%) say they’re less likely to trust a small or medium-sized business that doesn’t have a landline. And as the country prepares to shut down its traditional landline networks, known as PSTN and ISDN, by January 2027, this could be a big issue.
Even in today’s digital age, landlines still signal professionalism and trust. The research found that 48% of UK consumers feel more confident in big businesses that have a landline number. That figure jumps to 54% among millennials, who are often assumed to be more tech-savvy.
What’s more, despite all the messaging apps and emails available, calling is still the most preferred way for people to contact a business. Around 44% of people say picking up the phone is their go-to method. Why? Because it’s quicker, easier to explain things, and feels more personal.
Many people see landlines as a sign of a stable, established business. It suggests there’s a real office somewhere, a proper team behind the scenes, and that the company is serious about customer service.
On the other hand, mobile-only businesses can feel less secure to consumers. Mobile numbers often feel personal or temporary which is not something you’d expect from a well-run business. And for larger companies, the lack of a landline might even raise red flags about their reliability or infrastructure.
The UK is planning to switch off all traditional landline services by January 2027. And in some cases, businesses might get just 90 days’ notice to make the transition. That means if you’re still relying on an old landline number, you could face sudden service disruptions or worse, lose your number entirely.
Richard Tang, founder and CEO of Zen Internet, puts it simply: “The kind of phone number you use tells customers a lot about your business. It’s not just a technical detail – it’s a message about how serious, professional, and trustworthy you are.”
