Our digital voice switchover, explained

Landline services across the UK are changing – from older, less reliable copper wires to futureproof fibre ones.

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Tell me about the switchover

What is the Virgin Media digital voice switchover?

The digital voice switchover is a nationwide upgrade, happening on all networks from all providers across the UK.

From now, we’re carrying out essential work to make sure our landline service is fit for the future. More specifically, we’re switching it from analogue to digital – turning off our outdated copper telephone network and instead providing our service over the futureproof fibre broadband network.

When to get in touch

Please contact us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone if you or a member of your household:

  • Have telecare devices connected to your home phone – like care or emergency alarms, pendant or wrist alarms, or fall alarms

  • Have accessibility needs or are over 75

  • Don’t have access to a mobile phone for use in an emergency

  • Can’t keep your home phone close to the Hub

  • Have wired telephone extensions

  • Have text relay connected to your home phone*

We’ll make sure you get the support you need during your switch, or carry out your switch differently at a later date.

*If you have text relay connected to your home phone, please let us know as soon as possible. During a power cut or network outage, devices connected to your phone line – like some older text relay systems – won’t work.

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To keep you connected to all the people and things that matter, we’ll need your help to change how you plug in your phone and switch over..

What do I need to do?

  • If your landline’s already connected to the WiFi Hub, you’ll be up and running on our new network now and there’s nothing for you to do

  • If it’s not, and your phone line’s plugged into the traditional telephone socket, look out for letters or emails we’ll send you – we’re switching people over gradually, so don’t worry if you haven’t had any yet

  • We’ll give you plenty of notice before the switch happens so you can make sure you’re ready – we’ll also send reminders and more details nearer the time

Need help setting up or after switching?

Click here

Have accessibility needs, or don’t have a mobile to use in the event of a power cut?

Click here

When you switch over to digital voice, you’ll make your calls over our broadband network. Your experience will stay the same – it’s just the tech in our network that’ll change. In fact, you might even notice your calls are clearer – especially long-distance ones.

Your phone will also need to be plugged directly into the Hub.

When it’s your time to switch, it’s important that you follow the steps we give you to make sure your home phone services aren’t disrupted.

If you do nothing after receiving your adaptor and a switchover date, your old home phone wall socket and anything connected to it will no longer work.

You’ll need to cancel your home phone services, which might increase the cost of your bundle, or disconnect all your services with us – we’ll waive any applicable early disconnection fee if you’d like to do this.

As all home phone providers are due to switch to digital voice in the coming years, we recommend you switch over as planned, at no cost.

Your new fibre phone line will cost the same as your current home phone service – you won’t be charged anything extra.

No, your number will stay the same. A few customers might need to change their number or services with us – but this is very rare, and we’ll let you know if it’s the case.

No, you can keep using the same handset you’ve always used.

If you have an older version of our Hub (our Super Hub 1, Super Hub 2 or Super Hub 2ac), we’ll need to replace it with a newer version so you can make and receive calls over the fibre network.

Don’t worry – this won’t cost you anything extra. It’s easy to install yourself, but if you need some help, we’ll send an engineer to do it for you.

We know which Hub you have, so if we’ve contacted you about this, please contact us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone. If we haven’t yet, we’ll be in touch.

Your home phone won’t work if our Hub is switched off – but it will if you switch the Hub to modem-only mode. Make sure you don’t reboot or reset the Hub while you’re on the phone, as this will end the call.

If there’s a power cut, or in the unlikely event that our fibre network’s disrupted, you won’t be able to make or receive calls on your home phone until the problem’s sorted. That includes other devices connected to the phone line – for example, telecare or lifeline devices like care or pendant alarms – too.

We’ll give people who rely on a landline or don’t have a mobile, an emergency backup line so they can contact the emergency services, friends or family for free.

After a power cut or network outage, please wait for the Hub to reconnect – it can take a few minutes to get back up and running again. If you’re still having issues after that, get in touch.

If you have connected devices that use your phone line – like healthcare alarms, telecare devices, or even security or burglar alarms – you’ll need to check with your device provider to make sure they’re compatible with digital voice and will work independently in a power cut. We recommend that your devices have their own battery and a separate network connection, like a built-in SIM card.

Yes. If you have a separate call-blocking machine connected to your home phone, simply disconnect its cable from the phone socket and plug it into the Hub using the adaptor.

24 hours after your switchover – or the next Monday, if you’ve switched on a Friday – you can grab these features for no extra cost:

  • Call Divert

    Divert incoming calls to another phone number - you’ll only get this if your phone doesn’t have a voicemail service

  • Reminder Call

    Set up an automatic call to ring you at a specified time

  • Call Waiting

    Queue incoming calls if you’re already on the phone

  • Anonymous Caller Rejection

    Block withheld numbers from calling you

  • Three-way Calling

    Chat to two callers at once

  • Quick Dial

    Save numbers to dial in just a few taps

To set them up, simply call us on 150 from a Virgin Media home phone or 0345 454 1111 from any other phone.

Already have these features? Their settings will reset when the switch happens, so you’ll need to set them up again. Don’t worry if you currently pay for any of them – the cost will be removed from your account when you switch. Unfortunately, Ring Back When Free will no longer be available.

Let us know so we can arrange for an engineer to move them closer together, for free.

If you have a base station that wirelessly controls several handsets, only the base station needs to be connected to the Hub. The other handsets should then be able to work around the home.

If you have cordless phones connected to different base stations around the home, with wiring running back from each base station to the phone socket, you’ll need to book an engineer appointment.

Most people who use text relay use the next-generation text relay (NGTR) service on their mobile phones or tablets. If these devices have their own SIM card, the switchover won’t affect them.

If you still rely on a legacy text relay service, you might like to upgrade to NGTR or download the Relay UK app.

If you or anyone in your household are using one of these devices, please contact us on Textphone via a text relay call on 150 from a Virgin Media landline or 0345 454 1111 from any other phone.

No, the Hub we give you will only support your home phone line. It won’t interfere with your existing broadband service.

Though the fibre phone service works slightly differently from our old one, our terms cover both services – so you’ll stay on exactly the same contract after switching.

We’re aiming to move all customers on our old copper landline service over to our digital fibre network in the next 18 months. You’ll be contacted within this time to let you know when you’ll need to switch. Thanks for your patience while we get to your area.

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