To make sure all your services are tip-top for the future, we’re switching all our customers over to our fibre phone network. This upgrade is rolling out nationwide and we want to make sure all our customers are ready.

What’s happening?

Home phone lines 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 home phone’s fit for the future. There’s no extra cost for the switch and your 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 your 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 mistake these important comms for marketing messages.

What will I need to do to switch?

When it’s time to switch, we’ll get in touch to let you know. We’ll send you an adapter to connect your home phone to your WiFi Hub on the switchover date and ask you to follow step-by-step instructions to get things set up.

Some people might need extra support during the switchover, so let us know as soon as possible if any of the following apply to you, as we won’t be switching your services just yet:

• You, or anyone in your home, has any accessibility requirements
• You have telehealth devices connected to your home phone (like a fall pendant or care alarm)
• You don’t have access to a mobile phone
• You live in an area without a signal

If you’re a British Sign Language user, you can contact us through InterpretersLive! video relay service or RelayUK for text relay assistance.

Or if you’d prefer a relative or friend to arrange the switchover for you, they can call 150 from a Virgin Media home phone, or 0345 454 1111 from any other phone. You’ll need to be with them when they call to confirm your switch – and make sure they have your account details at the ready so we can swap you over smoothly.

If you’d like to start your switchover now, call us on 0345 454 1111 or click here – we’ll move you to our new network with as little disruption as possible and explain what additional help we can provide if you need it.

Brand-new network, same price

It won’t cost you a thing to switch and your number won’t change. 

Phone service built to last

Our new fibre network is more reliable and easier to maintain, which means less downtime and more time connected to what’s important to you.

What should I do if I need extra help?

If you, or anyone in your home, has any accessibility requirements, it’s important to let us know as soon as possible – as although we won’t be switching your services just yet, we can provide extra support when time comes. Call us on 0345 454 1111 or click here for more information. This includes those who have telehealth or emergency devices connected to their home phone (like a fall pendant or care alarm), or anyone who doesn’t have access to a mobile phone or lives in an area without mobile signal.

How can I help friends and family?

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.

How will I know when the lines are changing?

We’ll be rolling out the switchover gradually and will let you know when your phone service is due to be switched in advance of any migration.

What are the key points to remember?

• We’re updating your home phone line 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 home phone, don’t have access to a mobile phone or live in an area without a signal, it’s important you let us know
• Click here for more FAQs on the switchover 
• It doesn’t cost any extra to switch and your number will stay 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

Still want to know more? Watch this helpful video…