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Digital Voice Switchover: What is it and what it means for you
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We’re updating your landline so it’s fit for the future. Read on to find out more about the switchover, how you are affected and how to get extra support if you need it
By Virgin Media Edit
- Published
- 4 June 2025
To make sure all your services are tip-top for the future, we're switching all our customers to our fibre phone network. This upgrade is rolling out nationwide, and we want to make sure everyone's ready.
You may have seen our national awareness campaign, co-branded with BT and backed by the UK Government, regarding Digital Voice switchover. We're here to explain what you need to know and what you have to do.
What is Digital Voice Switchover?
Landlines in homes across the UK are changing. From older, less reliable copper wires to modern fibre ones. We're updating ours for all our customers, making sure your landline is fit for the future.
There's no extra cost for the switch, and your phone number will stay the same.
To keep you connected to all the people and things that matter, we need your help to change how you plug your phone in and switch over to our new, ultra-reliable fibre network. When you switch, your phone will need to be plugged directly into the WiFi Hub.
If you've already switched over to our fibre phone line, meaning your phone line is already connected to the WiFi Hub, then you're up and running on our new network, and there's nothing for you to do.
To make sure you continue to get the great service you expect, you'll need to follow a few simple instructions from us when the time comes. So, it's important that you keep your eye on your letterboxes and inboxes so you don't miss this information.
Digital voice uses broadband connection and Voice over Internet Protocol (VoIP) to make calls, replacing the old copper phone lines. This system sends voice calls over the internet, making it more efficient than the older analogue systems.
With Digital Voice, phone calls are integrated into the same network as your broadband, using the digital infrastructure. It’s part of the continuing shift in the UK to retire the traditional Public Switched Telephone Network (PSTN) and upgrade to more advanced systems.
This change isn’t just happening with Virgin Media – it’s a government-backed initiative affecting all landline users across the country. The good news is that landlines aren’t going anywhere. But by January 2027, most users will have switched to making calls over a broadband line.
Digital phone services use VoIP, which turns your voice into a digital signal. This allows it to travel over the internet, in much the same way as in video and voice messaging apps like FaceTime, Teams, and WhatsApp. In practice, you’ll barely notice a difference when making and receiving calls compared to a regular landline.
Instead of making calls through the old PSTN copper network, your landline will connect through your broadband using Internet Protocol (IP).
Digital Voice is the modern alternative to the old landline system (PSTN), using your broadband connection instead of traditional copper wires to make calls. It’s more future-proof as the UK moves away from ageing PSTN technology.
By the end of 2025, all major providers will complete this transition, and the PSTN will be fully retired by January 2027. That means if you’re a customer with a landline service, your calls will eventually be made over your broadband connection.
PSTN, or Public Switched Telephone Network, refers to the traditional copper phone network that delivers analogue landline services. The plan is to phase out most of the PSTN network by January 2027, with customers who have landline services transitioning to digital connections.
The UK isn't the first to make this change. Countries like Estonia and the Netherlands have already switched off their PSTNs, and others, including France, Germany, and Japan, are in the process of doing the same.
Why are traditional landlines being switched off?
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Traditional phone landlines are changing because the old analogue network (the Public Switched Telephone Network or PSTN) is becoming outdated, expensive to maintain and less reliable. The PSTN has been in place since the Victorian era and simply can’t keep up with the demands of modern communication.
As broadband increasingly relies on faster, more reliable fibre optic networks, the Digital Voice Switchover is taking place. This is a nationwide upgrade that will see traditional landline phone services in the UK transition from old copper wire networks to digital fibre.
With the support of Ofcom and the UK Government, this upgrade not only improves reliability but also allows for more advanced features, making it easier to stay connected in the digital age.
What does Digital Voice mean for me?
If you use a landline at home, the Digital Voice switchover simply means your calls will soon run through your broadband connection instead of the old copper phone lines. You’ll still be able to use your phone just like you always have, with the same number and calling features.
If you don’t have a landline, you’ll still get your broadband service as normal, and since you’re not using a landline, the switchover won’t impact you.
However, if your package includes a phone line and you no longer need it, you can move to one of our broadband-only plans.
What do I have to do on switchover day?
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We’ve done our best to make sure the switchover process is an easy transition, with nothing extra to pay and no changing of phone numbers. You can find out more about the switchover here.
If your landline is already connected to the WiFi Hub, you’ll be up and running, and there’s nothing for you to do.
If it’s not and your phone line is plugged into the traditional telephone socket, when it’s time for you to switch, we’ll give you an adaptor and easy-to-follow instructions or arrange for an engineer to carry out the switch for you. (See the picture above.)
Remember: it won’t cost you a thing to switch, your number won’t change, and you won’t need broadband from us if you don’t already have it.
Your landline will need to be plugged into a Hub. If you haven’t got one, we’ll send it to you. In the unlikely event of a power cut or a network disruption, you won’t be able to make or receive calls on your landline. Always keep a mobile phone charged and handy. If you don’t have a mobile, or if you have accessibility needs and rely on a landline, find out more about our Emergency Backup Line here.
Our letter or email will have specific instructions for you to follow, so read these carefully and keep them somewhere safe. It’ll also tell you the date of your switchover.
On this day, you’ll need to use an adaptor to plug your landline into our WiFi Hub. We’ll either send you the adaptor and step-by-step instructions or arrange for an engineer to carry out the switch for you.
If your landline is already connected to the 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 is 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
If you’re a landline-only customer, there’s no need to add broadband or TV. We’ll install a Hub just for your phone service, and your package won’t change. You’ll just need to book an engineer visit through your My Virgin Media account.
What will happen when I switch to Digital Voice?
The switch to Digital Voice should be quick and hassle-free. We expect your existing landline, whether corded or cordless, to keep working just fine. They’ll just need to be plugged into the Hub, either by you or by one of our engineers. For a simple guide on what to do, check out our step-by-step instructions.
Once you’re set up, your phone will work just like before. You’ll keep your same number, still hear a dial tone, and make calls in the usual way.
Switching to Digital Voice will depend on whether you’re an existing customer or joining us as a new customer.
If you already have broadband, the switch will be relatively simple. You’ll connect your phone directly to the WiFi Hub using the adaptor we provide. This will be used to connect your phone to your broadband. If you’re switching to us, your existing landline will be replaced with our Digital Voice service, running through the broadband connection.
If you’re switching to Virgin Media broadband, we offer a QuickStart that makes it easy to set things up yourself – it can be delivered to most homes or Click & Collect points. If QuickStart isn’t available in your area, we’ll send out an engineer at no extra cost. Find out more how to switch broadband providers.
You can keep using the same phone handset you’ve always used. The new fibre phone line is designed to work with the same phones as the old copper line.
On your switchover day, just follow the easy setup instructions to plug in your phone, and it’ll work as it always has. Your phone number stays the same, and no new phone is expected to be needed.
If you have an older version of our Hub (Super Hub 1, Super Hub 2, or Super Hub 2ac), we’ll then install a new Hub at no extra cost.
Sign in to My Virgin Media to check your existing package and upgrade your service today
If you have any accessibility needs, are older than 75 years old, or use assistive technology, we’re offering additional support to make sure your services stay connected and work as expected during and after the switchover.
Need help with the Digital Voice switchover?
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If you’re looking for more information or need assistance with the switchover, there are several resources available to help. You can learn more from official sources like Ofcom or the UK Government's guidance on the switchover.
If you're a Virgin Media customer, 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 phone close to the WiFi 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.
If you know anyone who is particularly vulnerable – a friend, family member or neighbour, for example – and they are connected to our home phone line, you can help them by letting them know the switch is happening and they need to call us to swap over.
Remember, you can help a relative or friend with the switchover if you call 150 from a Virgin Media home phone, or 0345 454 1111 from any other phone. You’ll need to be with them when you call to confirm their switch, and make sure they have their account details at the ready so we can swap them over smoothly.
We know that many people rely on their landline to keep in touch, and we want to make sure that their important services aren’t disrupted. We’re ready to help if they need it.
You can also visit our dedicated Digital Voice support page to:
Check your current setup
Get tips on preparing
Learn about extra help if you have additional requirements
The Digital Voice Switchover is a big change, but it’s designed to make landline services more reliable and future-ready.
So, whether you’re looking for just broadband, a bundle with TV, or broadband and phone together, switching to Virgin Media has never been easier.
Key points to remember about Digital Voice
The Digital Voice Switchover is a big change, but it’s designed to make landline services more reliable and future-ready. The key information you need to know:
We’re updating your landline so it’s fit for the future
Contact us on 0345 454 1111 if you’d like to start your switchover now
If you have accessibility needs, have telehealth devices connected to your landline, don’t have access to a mobile phone, or live in an area without a signal, you must let us know
No extra cost, your phone number stays the same
We’ll send an adapter to keep you connected, which we can help you set up
Got friends and family with us? Let them know the switch is happening and we’ll help them if they need a hand
Need help or have questions?
Call us on 0345 454 111, or 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.
Still want to know more? Watch this helpful video…
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