FAQs FOR CUSTOMERS
Currently, the end of 2025 is the industry target date. Different areas of the country will switch over at different times and this is something your existing provider will organise with you. As you would expect with a national project of this size, the end date could extend past 2025.
Yes. There will be no change to your telephone number but do make it clear to your provider that you wish to keep your number and telephone service just in case.
It is expected that the vast majority of providers will offer a “like-for-like” service that will mean you will use your telephone service in the same way after the switchover.
This may be possible, although this will be dependent on your provider. VoIP phones look and operate similarly to the older phones, except are based on the newer technology.
You may need to plug your existing phone into a different socket.
This will be dependent on individual provider service offerings but most will give you a choice. This will include alternatives such as mobile Apps, meaning you can use your mobile phone instead.
This will depend on your provider and which fibre service you are moving to. Some will require an engineer visit, although not unless it is entirely necessary. There are providers and services that do not require visits. Check with your provider if you are unsure.
VoIP services require a dedicated power supply and do not work like the traditional phones which took their power from your copper wire telephone line. This does present a problem for those that rely on the telephone for emergency use.
Providers are required to ensure that the elderly and vulnerable will still be able to use their phone or have a backup option in case there is a power loss.
Yes. Businesses that are using ISDN will need to move to a VoIP-based service. There are many different paths to doing this. In most cases, a business can decide to do this switch sooner if they wish, subject to their existing contracts. Since businesses have a larger set of requirements and operational needs, it is important for business owners to take an active interest in how the switchover will affect them. Many businesses are already benefiting from VoIP-based services and it is expected that the vast majority will be better off in some way after switchover.
No. As with any telephone service, you have the right to change provider and keep your telephone number in the process. If your existing provider does not offer you the service you are looking for, then you can always choose another provider that better suits your needs.
For services like alarms, credit card machines, faxes and emergency lift phones, you will indeed need to take some action if they are still dependent on copper telephone lines.
It is very likely that the suppliers of these services will be able to provide you with an alternative. You should contact them regarding how to do this.
These services now operate using internet, Wi-Fi and mobile networks, so it’s worth considering how these options fit with the other communications available at your premises. In most cases this will probably mean that these services will migrate to use your internet connection.