How will the digital upgrade affect me?
For most people upgrading to digital services should be straightforward. Moving to a digital phone line means that your phone service will be delivered over the internet, similar to Zoom or Skype.
Where an Ultrafast Full Fibre broadband service is available you’ll be upgraded from an analogue phone line to a digital one when you place an order and request a phone service or sign up to a new contract, whether you’re changing provider, upgrading or re-grading.
By 31 December 2025 service providers will need to migrate most analogue telephone lines to digital phone lines. That's 14 million lines and channels across the UK. Some service providers may choose to upgrade their customers sooner, so you might see this reflected in their product offerings. We recommend that you check what’s available on their website.
Moving to a digital phone line
Why do I need a digital phone line if I only want to make phone calls?
Digital phone lines use the internet to carry all of your services, including phone calls. We'll be switching off the existing analogue network by 31 December 2025 and most people in the UK will need to have a digital phone line before then. To help us prepare we'll also stop selling analogue phone lines to new customers by September 2023.
Will any existing devices or services connected to my analogue line continue to work?
Changing to a digital phone line means that all of the devices and services connected to your existing phone line will need to be able to work via a router and your service provider may need to provide you with a new one. Some routers may allow you to plug your existing analogue phone handset into the back of them rather than the wall socket. If not you may need to be provided with, or buy, additional or new equipment. When you switch, your service provider should give you more information on what you need to do.
If you have other devices or services connected to your existing phone line, like a care alarm, smoke or security alarm, we recommend you check whether the device or service will work over the new technology. You can check by contacting the company who provided the device or service or by checking the manufacturer's website.
Will my phone number change?
It may do. This depends on the services offered by your service provider. We recommend that you check with them to see what number porting features they have available as part of the move to digital phone lines.
Will my service provider need to access my premises if I switch to a digital phone line?
Upgrading your phone line shouldn't normally need anyone to enter your home, unless you specifically ask your service provider for help. If you're upgrading your broadband in the same order an engineer may need to access the phone sockets within your premise. Your service provider will advise you on what this will involve.
What happens if I can't get Ultrafast Full Fibre, where a digital phone line comes as standard?
If you don't have access to our digital broadband network by 2025, you’ll be able to add a digital phone line to your existing broadband service.
Some service providers may need you to buy additional, or new, equipment so please check when you upgrade to see what you might need to change at your property, and again, if you have any other devices connected to your phone line, such as ATMs, alarms, or healthcare products, you'll need to check their compatibility with your digital phone line.
When do I need to change to a digital phone line?
We'll be switching off the existing network by 31 December 2025 and most people in the UK will need to have a digital phone line before then. To help us prepare we'll also stop selling analogue phone lines to new customers by September 2023.
How do I get a digital phone line?
If you opt for a Ultrafast Full Fibre broadband product, you’ll automatically get a digital phone line if you take a phone service. We're rolling out Ultrafast Full Fibre broadband to 25 million homes and businesses by December 2026. If you're not part of these plans, or not due to get Ultrafast Full Fibre broadband before 2025, your service provider will contact you when they're ready to migrate your line.