What is VoIP and how does it work with Virgin Media?

VoIP stands for Voice over Internet Protocol. It lets you make voice calls using your internet connection instead of a traditional copper phone line. 

The UK is gradually upgrading landlines to this new digital system. This change is part of a nationwide update called the Digital Voice Switchover, which uses your broadband for phone calls. If you have Virgin Media broadband, it's already set up for VoIP; you just need to plug your phone into the WiFi Hub.

Everyday VoIP apps

You’re probably already using VoIP every day. WhatsApp, Zoom, or Teams rely on VoIP to let you make voice and video calls over your broadband. These services are free when you’re calling someone using the same app, and they work on smartphones, tablets, and laptops.

From catching up with friends, joining a virtual workout, or having a video meeting, you've already experienced the benefits of using VoIP: clear calls and flexibility to connect where you are.

Are VoIP and Digital Voice the same?

VoIP is the technology that lets you make voice calls over your broadband. Digital Voice is a type of VoIP designed to replace traditional landline services and work seamlessly with your fibre connection.  

So, when we’re saying we’re switching to Digital Voice, we mean we’re now going to use VoIP technology through your broadband connection. You’ll still be able to use your phone, just plugged into your broadband router instead of a wall socket. 

VoIP converts your voice into digital signals, sends them over the internet, then reassembles them on the other side so the person you’re calling can hear you. Think of a VoIP call like sending a voice letter via email instead of regular mail. 

The two main protocols helping with this are SIP (Session Initiation Protocol) which sets up, manages, and ends the call, and RTP (Real-Time Protocol) which ensures your voice is delivered smoothly and quickly. 

There’s more than one way to use VoIP, depending on your device and how you want to make calls. From using apps on your phone to plugging in a VoIP-enabled desk phone, here are the main types of VoIP connections and how they work.

VoIP comes with many advantages that make it a smart upgrade from traditional landlines, especially as we’re moving towards a fully digital phone network.

• Clear, reliable calls: With Digital Voice, your calls run over our superfast broadband. This means fewer interruptions, clearer sound, and more consistent connections than traditional landlines. Background noise is reduced, and you'll experience less muffled voices or dropped calls.

• No extra cost: Traditional landlines can be expensive, especially for long-distance or international calls. With VoIP, many calls, especially app-to-app, are completely free, and even paid services are typically much cheaper. This is ideal for families, remote workers, and businesses with international clients. 

• Flexibility: Unlike landlines that keep you tied to one location, VoIP lets you make and receive calls from almost anywhere with internet. You can use the same number whether you’re at home, at the office, or abroad. This is especially important for remote work, travel, or businesses with mobile teams.  

• Extra features: You can access extras like call forwarding, video calls, voicemail-to-email, and, in some business packages, tools like file sharing and team messaging. 

Switching to digital voice also helps the environment, as VoIP uses the internet instead of relying on traditional landlines. This reduces the need for physical materials and maintenance, making it an eco-friendlier choice. 

While VoIP offers major benefits like cost savings and flexibility, there are a few limitations to be aware of. Most of these can be managed with the right setup.  

• Broadband connection: Because VoIP uses your internet, call quality will depend on the strength of your broadband. If your WiFi is slow, you may experience sound delays or the occasional drop. Placing your Hub in a central spot can help boost your WiFi signal strength. You can also consider upgrading your broadband speed. 

• Power cuts: Traditional landlines worked even if the electricity went out, but VoIP relies on your router and phone being powered. If you don't have a mobile or need extra peace of mind, Virgin Media offers an Emergency Backup Line so you can still contact friends, family, or emergency services. 

• Emergency calls: When calling 999, your location isn’t always shared automatically. To make it easier for services to reach you quickly, you can register your home address with your VoIP provider. And again, if you need extra reassurance, our Emergency Backup Line is there to support you.

Our broadband bundles come with a dynamic IP by default, which means your IP address may change from time to time. This setup is standard for households and works perfectly well for everyday use, including Digital Voice. Even if your IP address changes, our fibre network will continue to work without interruption, ensuring clear, stable calls at home.  

Virgin Media broadband supports both dynamic and static IP configurations (for business users). But for most households using Digital Voice, there’s no need to change anything. 

Already connected to your WiFi Hub? You’re all set. There’s nothing more you need to do. 

If your home phone is still plugged into a traditional wall socket, don’t worry, we’re switching homes over gradually. Keep an eye out for a letter or email from us with everything you’ll need. 

When it’s your turn, we’ll send: 

• Your switchover date 

• A simple adaptor to connect your phone to the WiFi Hub 

• Step-by-step instructions to help you get set up easily 

Digital Voice runs over your broadband using VoIP technology, no need for copper phone lines, just a stable broadband connection. 

Find out more here about setting up with your digital voice phone service. 

The Digital Voice switchover is a big change, but it’s designed to make landline services more reliable, secure, and fit for the future. Virgin Media’s superfast broadband is already built for this change, so your home phone can run smoothly using VoIP.  

If you’re already using Virgin Media broadband, you’ll simply connect your phone directly to your WiFi Hub, your number won’t change, and it won’t cost you a thing.  

Need a hand? Visit our Digital Voice support page to check your current setup, get tips on preparing, and learn about extra help available if you have additional requirements. 

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