)
What's happening to landlines?
)
The UK’s phone network is being upgraded, which means how your landline works is changing. We're switching all our customers to our fibre network. Read on to find out more what that means for your home phone and how to get ready
By Virgin Media Edit
- Published
- 21 July 2025
Why are landlines changing?
For decades, landlines have run on the Public Switched Telephone Network (PSTN), an analogue system that’s now old, hard to maintain, and no longer fit for modern use.
By December 2025, the PSTN will be permanently switched and replaced with a newer digital system called Voice over Internet Protocol (VoIP). You may have seen our national awareness campaign, co-branded with BT and backed by the UK Government, regarding the Digital Voice Switchover.
Once you’ve switched to this new digital system, your landline will still work much like it does now. Your phone will be connected via an adapter to your WiFi Hub, and, in the unlikely event of a power cut, it won’t work unless you have a battery backup.
What is a digital landline?
Digital landlines work by using your broadband connection to make and receive phone calls, rather than relying on the old copper phone lines. This is known as Voice over Internet Protocol (VoIP), also referred to as Digital Voice.
To use a digital landline, you'll need an internet connection at home. If you already have broadband, your digital landline will run through that connection. But if you don’t, and we ask you to switch, we’ll supply the necessary equipment to support your landline.
Why we’re switching off traditional landlines?
The UK’s old landline network (called PSTN) is being replaced because it’s outdated and harder to maintain. Instead, phone calls will be made over your broadband using Digital Voice.
There are a few key reasons for this change:
Digital calls are clearer and more reliable than traditional analogue ones. The move to Digital Voice means improved audio quality and fewer dropped calls. Plus, features like scam call protection and caller display come built in, making your calls not just better, but safer too.
The current PSTN system was built decades ago and isn’t designed for today’s digital world. Our homes now rely on fast broadband and smart devices, and this modern phone system fits right in. Digital landlines integrate more easily with other connected services and future innovations.
Running the old network is expensive and energy-intensive. Digital networks are more efficient, helping reduce emissions and operational costs. That means a lower carbon footprint and a more sustainable service for everyone.
The UK isn’t alone; countries such as Germany, Japan, and Australia are taking similar steps. This is part of a worldwide upgrade to modern, internet-based communications. Switching now ensures we stay aligned with international standards and innovations.
When will landlines be switched off?
The switchover is already underway, with most providers aiming to complete the switch by December 2025.
For Virgin Media customers, we’ll send you a letter or email with instructions for you to follow and the exact 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 you, or a member of your household, have telecare devices connected to your landline, like emergency alarms, or have accessibility needs, 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.
What will happen when I switch to a digital landline?
The switch will be simple. Your will only need to plug your phone into the WiFi Hub using the adaptor we provide, either by you or by one of our engineers. This will connect your phone to your broadband. Once you’re set up, your phone will work just like before.
On your switchover day, just follow the easy setup instructions to plug in your phone, and it’ll work as it always has. You’ll be able to keep your phone number, and you won’t need a new phone.
Once you've switched, your phone will still work as it always has. 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.
What if my landline and broadband are with different providers?
If your landline and broadband are with different internet providers, you may want to bring them together.
Bringing both services together can make things simpler, and at Virgin Media, we will guide you through the switchover and provide all the equipment you need.
With One Touch Switch, switching broadband providers is simple, as we’ll handle all the heavy lifting for you. Just pick a broadband deal and an activation date, and we’ll do the rest to make sure your connection switches over seamlessly.
What if there's a power cut?
Unlike analogue phones, digital landlines won’t work during a power cut unless you have a battery backup or use your mobile phone to call friends, family, or emergency services because they run using your home’s electricity. That’s why we recommend keeping a mobile phone handy in case of emergencies.
If you rely on your landline, for example, if you don’t have a mobile phone or live in an area with poor mobile signal, we’ll give you an Emergency Backup Line so you can contact the emergency services, friends, or family for free.
What happens if I do nothing with my landline?
If you’re with us, 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 don't:
Your old phone socket will stop working
You may miss important calls, including those from healthcare or emergency services
Devices like telecare alarms or security systems may stop working
Taking early action ensures you’re not caught out, especially if someone in your household is vulnerable.
How to stay safe from scams during the landline switchover
The landline switchover affects millions of UK homes, and scammers know it. You may receive fake calls, emails, or even doorstep visits offering fake services or equipment. Here’s how to stay safe:
Stop: Before you share any money or personal details, take a moment to stop and think.
Challenge: Ask questions. If someone pressures you, refuses to give clear answers, or makes you feel rushed, it’s OK to hang up or say no.
Protect: If you suspect you've been a victim of fraud, contact your bank right away and report it to Action Fraud on 0300 123 2040.
Read our guide to preventing and avoiding phishing scams for more tips on staying safe.
Future proofing phone calls with Virgin Media
The landline switch-off doesn’t mean the end of home phones. You’ll still be able to make calls as usual, just through a more modern, digital network.
The key is to act early, especially if you or someone in your household relies on landlines for essential services. With a little preparation, you’ll be ready for the digital future, and your next call will be clearer, faster, and more reliable than ever.
Visit our Digital Voice support page to get tips on preparing and learn about extra help available if you have additional requirements.
Browse the Virgin Media range
)
)
)
)
Virgin Media services are only available in eligible Virgin Media network areas. All of the products on this page are subject to survey, network capacity and a credit check.
