Everything you need to know about Virgin Media's Digital Voice switchover

Virgin Media and O2 logosHome phone services across the UK are changing – from older, less reliable copper wires to the newer fibre phone service. That’s why Virgin Media, alongside the whole industry, is updating its home phone services for all customers to make sure they are fit for the future. This is collectively known as ‘the digital voice switchover’. This means home phones will be plugged directly into WiFi Hubs. 

Digital Voice Switchover may also be referred to as ‘fibre phone line’, ‘fibre home phone service’, ‘digital voice’ or ‘IP voice’.

Find out more about Virgin Media's Digital Voice Switchover.

Rolling out Digital Voice

Virgin Media is switching customers over to its fibre phone network gradually, so when it is time to switch, customers will be contacted in lots of different ways, including via post and email.

Virgin Media urges customers to be alert to its messages so they don’t mistake these important comms for marketing messages.

The rollout of Digital Voice will also see Virgin Media reach out to its home phone customers to invite them to switch over voluntarily. Any customer who confirms they aren’t vulnerable – and don’t have any telecare or lifeline devices, like care or pendant alarms – will switch first, with extra support provided for those who need it.

If you’re a Virgin Media customer, it's important to let Virgin Media know if…

  • You have a telehealth device (like a care alarm, fall alarm or fall pendant) connected to your copper home phone line 
  • You live in an area without mobile signal
  • You don’t have access to a mobile phone
  • Anyone in your household is disabled, has an impairment, or has other accessibility needs

Extra support during the switchover will be available for customers noted above.

You can also contact AbilityNet if you are disabled or a senior citizen and need support with your digital devices - call our helpline on 0300 180 0028 or request help from an AbilityNet volunteer.

An older couple looking at a phone at a deskWhat to expect during the switch over

  • Depending on what support is needed, customers will either be offered an engineer visit who will handle the switch over or will be sent an adaptor so that they can manage the digital landline switchover themselves, with all the information needed to swap their services.
  • Basic phone handsets (either corded phones or cordless DECT phones) are expected to work with the new fibre phone line – however, some customers that have more complex connected devices, such as telehealth devices (like a care alarm, fall alarm or fall pendant) should contact device providers to ensure compatibility.

What customers need to know after the switch over 

  • Home phone services will be supplied over the broadband network and will need electricity to work, unlike the existing copper phone line. Home phone services will not work if the WiFi Hub and/or WiFi is switched off – so it’s important customers always leave this on. 
  • For customers who are handling the migration themselves, home phones won’t work until the adaptor has been connected to the phone and Hub. Customers need to look out for communications from Virgin Media on which date to do this.
  • Disabled customers, people with a long-term illness or accessibility needs that means they rely on their home phone, and customers without access to a mobile phone can get an Emergency Backup Line, at no extra cost. They should reach out to Virgin Media right away to let it know about their situation. 
  • In the unlikely event there’s a power cut or a network disruption, customers won’t be able to make or receive calls on their home phone. Virgin Media always recommends having a mobile phone handy – or will provide an Emergency Back Up Line, which will work in a power cut, to those who need it.
  • The Emergency Back Up Line will allow customers to make voice calls, but won’t back up anything else plugged into the phone line. If you rely on a care alarm or pendant, for example, please check with your alarm provider that this has its own back up (eg SIM card) and can work independently in a power cut. 
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