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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 More specifically, we’re switching it from analogue to digital – turning off our outdated copper telephone network and instead providing our service over the futureproof fibre broadband network.
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 we’ve sent you your switchover date
Our letter or email will have specific instructions for you to follow – so read these carefully and keep them somewhere safe.
If you haven’t got your switchover date
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?
When to get in touch
Please contact us on 150 from a Virgin Media landline, 0345 454 1111 from any other phone, or via Relay UK or a Video Relay Service if you or a member of your household:
Have telecare devices connected to your landline – 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 landline close to the Hub
Have wired telephone extensions
Have text relay connected to your landline*
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 landline, 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.
FAQs
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 landline 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 landline 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 landline providers are due to switch to digital voice in the coming years, we recommend you switch over as planned, at no cost.
