Your landline is changing: keep your number with Cyber Fibre
The UK's old copper phone network is being switched off, and phone calls are moving to digital lines that work over broadband. Here is what is changing, what to check first, and how we can help you keep your number.
What is changing
For decades, landline calls have travelled over copper wires to the local telephone exchange. That network is called the public switched telephone network, or PSTN. It is old and becoming less reliable, so the industry is retiring it and moving phone calls onto digital lines that run over a broadband connection. These are often called digital landlines, or VoIP.
Ofcom says BT plans to retire its old landline network, run by Openreach, by 31 January 2027. The date was originally the end of 2025 and was moved to give more time to protect people who rely on their landline. Openreach has said the new deadline is fixed. Virgin Media O2 and KCOM also plan to retire their old networks, but Ofcom says they have not set dates yet.
For most people, the change is simple. You make and receive calls in much the same way, but your phone plugs into your router or a small adapter rather than the wall socket.
You can keep your number
Moving to a digital phone line does not mean losing your number. When you take a phone line with Cyber Fibre broadband, choose "Keep my number" when you order and we will transfer it from your current provider. Any transfer fee is in our price guide. You can also choose a new number if you prefer.
Things to check before you switch
Some equipment uses the phone line as well as, or instead of, a phone. Look at what is plugged into your phone socket, and check anything that might dial out on its own, such as:
- telecare and personal alarms, including pendants and fall alarms
- burglar alarms and fire alarms that call a monitoring centre
- card machines (payment terminals)
- emergency phone lines in lifts
- fax machines
- franking machines
Ask the supplier of each one whether it will work on a digital line, and tell your alarm or telecare provider before your line changes. Ofcom warns that a care alarm or telecare device might not work properly on a digital landline, and your provider can help check and arrange a safe solution. Openreach's advice to businesses is to review what relies on the old network, test it, and then switch, and not to assume a device will be fine.
Extra help if you rely on your landline
Please tell us before anything changes if you, or someone at your address, is elderly, disabled, has a health condition, has no mobile phone or would struggle to use one in an emergency. Ofcom expects providers to understand your needs and support you properly, including with installation. When you order online you can tick a box to let us know, and you do not need to say why. Our extra help page explains the support we offer.
Power cuts
A digital landline needs mains power for your router and fibre equipment, so it will not work in a power cut unless you have a battery backup. A charged mobile phone is the simplest way to call 999. If you rely on your landline and have no working mobile or reliable signal, providers must offer at least one free solution that lets you call 999 for at least an hour in a power cut. Read more on our power cuts and 999 page.
How Cyber Fibre can help
- Home and business phone lines. Add a digital phone line to your Cyber Fibre broadband, for homes and businesses. See our phone plans.
- Keeping your number. We arrange the transfer from your current provider as part of your order.
- Setting it up. You can use your own phone with a router that has a phone socket, a phone or adapter from us, or our app.
- A local team. Our Sunderland team answers the phone and will talk you through anything you are unsure about.
- More than one line. For teams that need several numbers or desk phones, our sister brand Virtual Voice Office builds business phone systems.
Start by checking your address to see the broadband and phone options available there.
Where to find out more
- Ofcom: your landline is going digital, what you need to know
- Openreach: time for a big switch up as the PSTN switch off looms
- GOV.UK (Department for Science, Innovation and Technology): public switched telephone network (PSTN) migration
- Our guides: a checklist for your home and the landline switch off for businesses
Keep your number when your line goes digital
Check your address to see the broadband and phone lines available there, or call our Sunderland team on 0191 543 3564 and we will talk you through it.