Virgin Media Fibre Phone FAQs

We’re moving our phone service over to our fibre network, giving you clearer digital calling over broadband. Find out all about our new fibre landline here.

Why is Virgin Media changing to a new fibre phone line?

Ever since our network was first built, we’ve used the same old technology to provide our home phone service. This is becoming outdated, and we want to be ready for the future, making sure our customers always get the best possible experience. That’s why we’re investing billions to expand our network and bring our ultrafast connectivity to more people.

Do I have to change?

We plan to update our whole network and have all our customer moved over to fibre by 2025. When it’s your time to make the switch, we’ll contact you to let you know. Don’t worry we’ll always inform you before we make any change to your service. That way, you’ll have time to make any necessary preparations before the move.

How much will the new fibre phone line cost?

Switching to our fibre phone line won’t cost you a penny extra. When we switch you, you’ll still pay the same as your current service.

Will I have to change my home phone?

No, you can keep using the same phone you’ve always used. The new fibre phone line is designed to work with the same phones as the old copper line.

When you switch, you’ll be provided with an adapter, which you can use to plug your phone into the Hub – that’s all there is to it. You’ll then be able to use your same old phone to make your calls – only better, clearer and in digital.

What's the difference between my current copper phone line and the new fibre phone line?

When you move over to our fibre phone line, you'll make your calls over the internet – similar to how you do on WhatsApp or Zoom. Digital calling like this has the potential to provide much clearer phone calls when compared to the copper analogue line, especially when calling long distance.

You’ll also get the following features as standard:

  • Call Divert: Divert your calls to another number.
  • Call Waiting: Find out when someone else is trying to get through while you’re on a call.
  • Call Reminder: Get a personal alarm call within the next 24 hours.

Plus you can add the following features at no extra cost:

  • Anonymous Caller Rejection: Block withheld numbers from calling you.

Because the fibre home phone service is provided over our broadband network, your phone will need to be plugged directly into the Hub. That means it’ll need electricity to work, unlike the analogue phone line.

You also won’t be able to use Free Voicemail with Call Divert on your new fibre phone line. If you currently have Free Voicemail, Call Divert will not be activated on your line.

Will my home phone still work in a power cut or network outage?

No, unfortunately not. Calls made over the fibre network need to be made over broadband through the Hub. If the Hub is unable to connect to the internet, then you won’t be able to make calls either, whether this is due to a power cut or network outage. If this happens, we recommend keeping a mobile phone handy.

We’ll offer customers with accessibility needs an Emergency Backup Line at no extra cost to make sure they have access to a phone line to call emergency services.

Fibre phone compatibility and connectivity

The fibre phone line works a little differently to the copper line, and so might not have the same compatibility as the old analogue service. Like often happens during a technical evolution, it can take a little time for everyone to catch up, but you might find some of these issues have been ironed out before you even make the switch. Find out more below:

What’s the Emergency Backup Line and how can it help me?

As our fibre phone line runs over our broadband network, it needs the Hub to work. So, if there’s a local power cut or network outage, the fibre phone line will stop working and you won’t be able to make calls.

If you have accessibility needs or don't have a mobile phone, we’ll give you an Emergency Backup Line at no extra cost. With this, you’ll be able to call 999/112 emergency services during a power cut or network outage.