How the digital landline upgrade works
In brief
- Your provider will contact you before the switch. You may get a new router or your existing one may be updated remotely.
- On the scheduled date, your phone port activates on the router and calls travel over broadband instead of the old copper line.
- You plug your phone into the router instead of the wall socket. Your number stays the same.
- Check all devices connected to the phone line before and after the upgrade.
Before the upgrade
Your phone provider will contact you (by letter, email, or phone) to tell you that your line is being moved to digital voice. This is not a scam; it is a genuine industry-wide change. However, your provider should never ask for payment details or passwords during this contact. How to spot scam calls.
You should receive enough notice to prepare. If you have concerns (for example, you rely on telecare or have no broadband), tell your provider before the upgrade happens.
What the provider does
- Sends you a new router (if needed). Some providers upgrade the router; others can enable digital voice on your existing one. If a new router arrives, it will come with setup instructions.
- Switches your line at the exchange. On the scheduled date, the analogue service on your line is turned off and digital voice is turned on. This usually happens remotely. No engineer visit is needed in most cases.
- Activates the phone port on the router. The router's phone port becomes active. Your landline calls now travel over broadband.
What you need to do
- Plug the new router in (if one was sent). Follow the instructions in the box. Connect it to your broadband socket or fibre box.
- Move your phone cable. Unplug the phone from the wall socket and plug it into the phone port on the back of the router. This port is usually labelled "Phone 1" or "Tel".
- Check it works. Pick up the phone and listen for a dial tone, then make a test call.
- Check other devices. If you have a burglar alarm, telecare unit, or anything else connected to the phone line, check whether it still works. Use the device checker.
Do I need an engineer visit?
Most upgrades are done remotely. An engineer visit is only needed if:
- You are being moved to full-fibre (FTTP) at the same time, which requires installing a fibre box (ONT) inside your home
- There is a fault on the line that needs fixing before the switch
- You have requested a visit because you need help with the setup
If you are elderly, disabled, or on the Priority Services Register, your provider should offer extra help with the changeover.
What if something goes wrong?
If the phone does not work after the upgrade:
- Check the router is on and its lights are normal
- Check the phone cable is in the router's phone port (not the broadband port)
- Restart the router (unplug it, wait 30 seconds, plug it back in)
- Call your provider from a mobile phone and report the fault
If a device like a burglar alarm or telecare unit has stopped working, contact the company that monitors it. Do not wait to see if it fixes itself. Alarm failures can be silent.
After the upgrade, your landline will depend on the router having mains power. If you rely on the phone during power cuts, see will my phone work in a power cut?