Switching Your Business to Digital

We are already working with many businesses like yours to migrate them from the old copper network onto modern IP phone systems. While the switch off date is now January 2027, we are encouraging businesses to get ahead by switching to the new technology now, ensuring you are fully prepared and continue operations seamlessly once the switch off takes place.

If you have any questions, we recommend that you read the following FAQs, but if you would like to speak to someone, our team is on hand to help. You can get in touch by calling 01706 902583 or emailing businesssales@zen.co.uk.

General

When will the switch over happen for my business?

The switch off of traditional landlines is scheduled to be complete by January 2027 to allow time for vulnerable customers and those with a telecare dependency to move safely. However, December 2025 is the date we all must work towards and it’s best to start preparing now to avoid any last-minute disruptions.

Risks to your business if action is delayed:

Service disruption: If your business fails to transition to IP-based services before the deadlines, you risk losing phone connectivity altogether. This could mean lost sales, inability to contact customers, and significant downtime—directly impacting your bottom line.
Operational risk: The shortened notice period (90 days from Dec 2025) increases the risk of forced changes with minimal preparation time. If your business is not ready to switch, you may face rushed, unplanned transitions that can be costly and disruptive.
Increased costs: As the switch off date approaches, the cost of migrating to new services could increase due to higher demand and potentially limited availability of resources (such as engineers). We will also continue to see increases to the rental of legacy technology each year in a bid to incentivise moves, which could become more frequent beyond December 2025. Early planning and migration can help avoid these cost impacts.
Security vulnerabilities: Legacy systems are more prone to security risks, and as these systems become outdated, the likelihood of cyber-attacks and data breaches increases. Upgrading to IP-based solutions ensures better protection against these threats.
Competitiveness: Businesses that delay the transition may fall behind competitors who are already benefiting from the enhanced features, flexibility, and efficiency of IP-based services.

Will I need to change my business phone number?

No, you will be able to keep your current business phone number when transitioning to the new digital network. The switchover will not affect your number.

What if I have multiple locations or offices?

If your business operates across multiple sites, ensure each location is assessed for readiness. We will provide some guidance on how to get started with this process.

What are your opening hours?

Our team is generally available 8am to 8pm Monday to Friday and 9am to 5pm at weekends.

Technology

What are the vital technologies that could be impacted by the switch?

Any technologies that are reliant on the old analogue technology will be impacted by the switch. These include:

An image demonstrating the services that may rely on a phone line

I have vital technologies that rely on the analogue system. How can my business prepare?

Many alarm systems and other technologies are connected to a company’s phone line. A lot of planning will be required in order to ensure everything has been migrated to new technology ahead of the switch off date. This will involve reaching out to your technology providers in question e.g. the provider that operates your lift alarm service, to ensure your business has plans in place for an efficient switchover when the time comes.

Rest assured, Zen will not migrate your business off the traditional copper network if you have informed us that you still have vital technology reliant on your telephone line.

What happens to my business if there’s a power outage?

Since digital phone systems rely on power and broadband, a power outage could disrupt your ability to make or receive calls. It's a good idea to have a backup plan, such as battery backup or mobile phone solutions, to ensure continuity in case of power cuts.

What if my business relies on payment terminals?

Many payment terminals use phone lines to process transactions. With the switch to digital, these terminals will need to connect via broadband or mobile networks. Speak to your payment terminal provider to ensure your devices are compatible or require an upgrade.

Will my business alarm/fire system or CCTV be affected?

Yes, security/fire alarms and CCTV systems that rely on the old landline network will need upgrading to digital. It’s important to contact your security provider to check whether your system is compatible with the new digital network or if any adjustments are required.

What if my business uses a fax machine?

Traditional fax machines that rely on landline connections may not work over digital networks and are no longer supported. In 2023 Ofcom announced it was time to say farewell to the fax machine and it became time to look for digital alternatives. You will need to switch to an online fax service such as fax-to-email or contact your fax machine provider for an alternative compatible solution.

The switch process

What should my business do next?

Check your current equipment and identify what needs upgrading along with any third-party devices/ services (phones, fax machines, payment terminals, alarms, etc.).
Contact us for guidance on the digital transition and let us know if you have dependencies on third-party devices/ services so that we understand you are proactively investigating these.
Ensure your broadband is fast and reliable enough to support both internet and phone services. If not, upgrade today!
Plan for power outages and consider backup solutions to ensure your business remains connected during disruptions.

Will an engineer need to come to my premise?

No engineer visit is required for this upgrade to take place.

Billing

Are there any additional costs I need to be aware of?

There will be no change to your total monthly price. However, you will see descriptive details relating to the rental against your services change in your monthly bill.

What happens to my contract?

There will be no change to your contract details.

Product

How will the switch over affect my business phone system?

The switch over will move all landline services to digital. If your business relies on a traditional phone system connected via a landline (PSTN or ISDN), you’ll need to upgrade to our CloudComms service, which uses the internet for calls and other enhanced functionality.

If your phone service is with another provider and you choose to migrate your broadband with Zen, your phone service will terminate. We advise that you contact your phone service provider to inform them that you no longer require the service.

Do I need new equipment for my business phones?

You may need to upgrade your phones and possibly your router if they are not compatible with digital systems. If you would like to discuss your specific needs please call us on 01706 902583 or email businesssales@zen.co.uk.