- BS EN 81-28 is the harmonised standard that sets out the requirements for the remote alarm and two-way voice link in passenger and goods lifts.
- Openreach is retiring the analogue Public Switched Telephone Network (PSTN) as part of the all-IP migration that is scheduled to complete in 2027.
- A lift autodialler that relies on a standard analogue line will lose its dial tone when that line is withdrawn, breaking the emergency communication path.
- Ofcom requires communications providers to take reasonable steps to protect access to emergency services and vulnerable users during the migration.
- Responsibility for the emergency phone sits with the duty holder for the building under the Provision and Use of Work Equipment Regulations 1998 and the Lifting Operations and Lifting Equipment Regulations 1998.
A lift emergency phone wired to an analogue PSTN line will stop working once that line is switched off, so building owners must migrate it to an IP or mobile-network solution that meets BS EN 81-28.
Last reviewed: June 2026
Why the lift emergency phone matters
The small loudspeaker grille and call button inside a lift car are easy to overlook, yet they form a legally significant safety system. If a passenger becomes trapped between floors, that two-way voice link is the means by which they summon help and stay in contact with a rescue service until release. The system is designed to function even when the lift has lost normal power, which is why it has historically relied on a separate, always-on telephone line rather than the building's general phone system.
For decades that separate line has been an ordinary analogue connection delivered over the PSTN. The autodialler inside the lift controller is programmed to ring an alarm receiving centre or a nominated maintenance contact when the button is pressed, and to allow a voice conversation in both directions. Because the analogue network supplied a small amount of power down the copper pair, the equipment could keep working during a mains failure. That arrangement is now changing, and building owners need to understand what the change means for their duty of care.
What BS EN 81-28 requires
BS EN 81-28 is the standard that governs remote alarm systems on lifts. It requires that pressing the alarm initiator establishes a two-way voice communication link to a rescue service that is permanently staffed, and that the link is reliable enough for a trapped passenger to be reassured and released within a reasonable time. The standard also expects the system to identify itself, to confirm that a call has been answered, and to carry out automatic self-tests so that a fault in the line or the dialler is detected before it is needed in an emergency.
The standard is technology-neutral about the underlying network. It does not demand a copper PSTN line; it demands a communication path that performs to the defined criteria. This matters because it means an IP-based or mobile-based replacement is fully acceptable provided it delivers the same reliability, the same automatic monitoring, and the same resilience during a power cut. Naming the standard in a maintenance specification helps ensure any replacement is assessed against the right benchmark rather than simply swapping like-for-like hardware.
How lifts currently use the PSTN
In a typical legacy installation, a dedicated analogue line runs to the lift motor room or controller cabinet. The autodialler is connected to that line and stores one or more numbers to call. When triggered, it seizes the line, dials out, and opens the audio path to the car. Because the line is line-powered and the dialler often has its own backup battery, the system survives a building power outage that would otherwise leave the passenger with no way to call out.
The vulnerability is that this entire chain depends on a working analogue dial tone. As the PSTN is withdrawn and analogue lines are migrated to digital services delivered over broadband, the old dial tone disappears. A dialler plugged into a router's analogue telephone port may appear to work in everyday testing but can fail during the very power cut it is meant to survive, because the router and broadband connection lose power unless separately protected. This is the core risk the switch-off introduces for lifts.
Lift emergency phone migration options
There are several routes to a compliant replacement, and the right choice depends on the building's connectivity, the age of the lift controller, and how power resilience is handled. The table below summarises the common options building owners are presented with.
| Option | How it connects | Power-cut resilience | Best suited to |
|---|---|---|---|
| GSM/4G autodialler | SIM card over the mobile network | Independent of building broadband; own battery backup | Sites with reliable mobile signal in the motor room |
| VoIP/SIP autodialler | IP network over the building broadband | Requires UPS on router and modem to stay live | Buildings with managed, backed-up IP infrastructure |
| ATA with analogue dialler | Existing dialler via an adapter to VoIP | Only as resilient as the protected broadband path | Interim retention of recent dialler hardware |
| Dual-path (IP plus mobile) | Primary IP with mobile fallback | Highest; one path covers the other failing | High-rise and high-traffic public buildings |
Whichever route is chosen, the replacement should still meet the self-testing and battery-backup expectations of BS EN 81-28. A mobile autodialler is frequently favoured for lifts precisely because it does not depend on the building's broadband remaining powered, but it relies on adequate signal reaching the lift shaft or motor room, which should be surveyed before installation.
Who is responsible and what to do now
The legal responsibility for keeping the emergency phone working rests with the duty holder for the lift, typically the building owner, freeholder, managing agent, or employer who controls the premises. The Lifting Operations and Lifting Equipment Regulations 1998 require lifts used at work to be maintained in a safe condition and thoroughly examined, and a non-functioning emergency communication path undermines that safe condition. The lift maintenance contractor usually carries out the physical upgrade, but the duty to ensure it happens cannot be delegated away.
Practical steps are to audit every lift line to confirm whether it is still analogue, ask the maintenance provider which migration option suits each car, and confirm how power-cut resilience will be delivered for the chosen solution. Owners should also check the line-rental arrangement, as a dedicated analogue line being migrated may be moved or ceased by the communications provider with notice. Acting before the local exchange is migrated avoids a scramble and reduces the risk of a lift being left without a compliant emergency link.
Frequently Asked Questions
Will my building's lift emergency phone work after PSTN switch-off?
Only if it has been migrated away from the analogue PSTN line it currently uses. A dialler left on a withdrawn analogue line will lose its dial tone and fail. Buildings should arrange a survey and an upgrade to an IP or mobile-network solution before the local line is migrated.
What standard governs lift emergency phones?
BS EN 81-28 sets the requirements for the remote alarm and two-way voice link in lifts. It calls for a reliable communication path to a permanently staffed rescue service, automatic self-testing, and resilience during a power cut. The standard is technology-neutral, so IP and mobile solutions can comply.
Who is responsible for upgrading lift emergency phones?
The duty holder for the building, usually the owner, freeholder, managing agent, or controlling employer, is responsible. The Lifting Operations and Lifting Equipment Regulations 1998 require the lift to be kept in a safe condition. A maintenance contractor may carry out the work, but the duty to ensure it is done remains with the duty holder.
What replaces PSTN for lift emergency calls?
Replacements include GSM or 4G mobile autodiallers, VoIP or SIP autodiallers over broadband, and dual-path units that combine IP with a mobile fallback. Mobile-based units are common because they do not depend on the building's broadband staying powered, provided there is adequate signal in the motor room.
How long does lift emergency phone migration take?
For a single lift the physical swap of a dialler is often a short visit, but a signal survey, line audit, and power-resilience arrangements add lead time. Larger estates with many lifts should plan a phased programme well ahead of the local exchange migration to avoid any car being left without a working link.
