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Switching to the new digital network
If you have any questions regarding your migration, we recommend that you read the following FAQs. If you would like to speak to someone, our team is on hand to help. You can get in touch via our live chat service here.
General FAQs
WLR Migrations - newFY24 - General
The traditional phone lines which have served us all very well for many decades are being retired by BT/Openreach and replaced by a new digital network. Every home and business will eventually need to switch from the old infrastructure onto the new digital network. Making this change will ensure continuity of your service.
Much like internet providers, alarm companies are also aware of the switch to digital and will be assessing their solutions to ensure user services can continue. We recommend you contact your alarm service provider directly to ensure the equipment they are providing you is compatible with the new infrastructure.
There is a small possibility that during the period between you opting in and us switching you to the new network, your premise may become Full Fibre (FTTP) enabled. While this is an exciting development for your connectivity options, it would mean that we would be unable to proceed with the SoGEA upgrade as planned. We will be sure to inform you should this happen.
The good news is, if this happens, it will be possible to upgrade to Full Fibre via our online ordering portal. This portal provides you with a convenient way to explore and select the best options for your upgraded connection. Our team is also available to assist you every step of the way, ensuring a seamless transition to your new Full Fibre service.
Calls are delivered via your broadband connection which is powered by you're router. If there is a power cut, you will therefore be unable to make calls. A battery back-up unit would be required to ensure that the line remains powered in the event of a power cut.
The onboarding process
April Migrations - Onboarding FAQs
No engineer visit is required for this upgrade to take place.
We have put together a useful set up guide here with step by step instructions for setting up your new digital voice service.
Billing related
April Migrations - Billing FAQs
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.
There will be no change to your contract details.
If you are a current Price for Life customer, yes you will retain that status. Price for Life only changes if and when you take a new contract out with us, such as a new product or service. In this instance we have voluntarily upgraded you to a new product, so your terms and conditions remain the same.
Product queries
WLR Migrations - newFY24 - Product
You do not need a new handset as the handset you use to connect to your current landline should work. Many typical domestic handsets will fit directly into the port on your broadband router (FRITX!Box 7530). In some instances an adaptor may be required. This will have been provided in the box in which your original router came in. However, if you no longer have this, a new one can be requested here.
Here is a useful video about digital voice in which Paul talks you through how to setup the digital voice service by connecting to your FRITZ!Box router.
Yes, simply plug the handsets’ base station into the back of your router and your multiple handsets connected to that base unit should connect automatically.
No, there will be no noticeable change to your broadband service.
Vulnerable customers
April Migrations - Vulnerable FAQs
If you are a customer who has a vulnerability, accessibility needs or are dependent on the use of a health care alarm or pendant please let us know as soon as possible. We want to ensure that we can support you in the best way possible through this change. You can inform us of a vulnerability by contacting us via live chat.
