Important changes to your phone service

We are carrying out essential work to make sure phone services in the UK are fit for the future. In order to do this, we need to switch off the outdated copper telephone network, and instead make our phone service operate over the future-proof fibre network, with some handy features as standard.

Every customer will be transferred to this new service over the next few years, but don’t worry - it’s free and simple to do. To keep your services up and running, please keep your eyes out for a letter from us and ensure you follow the instructions. If you don’t take action, the line will disconnect and not be active anymore.

Why have you written to me?

Your current phone service is based on technology that’s now obsolete and will be withdrawn from use from the date set out in the notification we sent you.This means that your existing service will no longer work after this time.

Do you have an alternative phone service?

Yes, we have an alternative solution available using newer technology but we do need to speak with you first to ensure that this will be compatible with any other devices you may currently use alongside your existing phone service.


Your existing phone service will be switched over from a traditional phone line to our Voice of Broadband solution which runs on our fibre network.


This means that all calls will go via your router, or a new router (depending on the service you have currently), from this date onwards and you’ll no longer be able to make or receive calls using your traditional phone line.

Do I need to do anything?

Depending on the communications you receive from us there will be action required, you will either be automatically sent a new adaptor (check “How to Install your new phone line”) or you will need to call us to request the new equipment.


Please call us on 0800 052 0800 (and select option 1, then 2, then 1 again) to request your new equipment.  Although your existing phone service will continue to work until the date set out in your notification, we’d recommend that you call us to obtain your new equipment as soon as possible, to minimise any disruption to service. If you currently have more than 4 phone lines, please mention this when you call as we will need to discuss  options with you. If you require a visit from a Field Engineer, to assist with any re-wiring, please call us on 0800 052 0800 and select option 1, then 2, then 1 again.


Also, if you have any connected devices that operate over your phone line(s) (such as payment machines/EPOS terminals or security alarms etc.), you’ll need to check in advance that they will work with Voice over broadband. If you need the device to operate 24/7, including during any power outages, then you’ll need to ensure they have their own battery and network back-up. The best way for you to check this is to call your device provider and speak with them directly.


If you don’t contact us to arrange your switchover, your phone service will be withdrawn from use on the date set out in your notification, and you will not be able to make or receive any calls including calls to emergency services. 

How to install your new phone line

First, you will need to disconnect the current cable from the back of the phone. Once the cable is removed, replace it with the new one we have provided.

Next, take the adaptor provided and connect it to the ‘Line’ port on the back of the router, starting with Port 1. Then, plug the other end of the cable from the phone into the adaptor.

Once the adaptor is connected, you can call customer care on 0800 052 0800 to activate the service.


Customers can find the full installation help guides on our website.

Will my new Voice over IP service always ‘be on’?

No, as the phone service is provided over our fibre network, if you have a local power cut, your phone service will not work and you won’t be able to make or receive calls, even to emergency services. If you or any of your employees rely on your fixed line phone due to a disability or vulnerability, our new phone service may not be suitable for you as you will not be able to make calls during a power cut. For more details on your options, please contact us.  

What happens if I also have other products such as Centrex?

As part of the upgrade to Voice over broadband services, we’ll no longer be offering products such as Centrex, ISDN and DASS. Therefore, we need to advise that if you have these services and you don’t respond to us by the date set out in your letter/email, your service will automatically be ceased on this date.

What phones are compatible with 21CV?

Any phone should be compatible as long as it is compatible to UK ETSI standards. This means that any UK compatible phone should work fine. 

Hitron Chita router with guest WiFi

You’ll get our powerful Hitron Chita router that lets you connect endless devices and offer your customers free guest WiFi too.


See our Hitron router guide



This solution isn’t suitable

If this alternative solution isn’t suitable for you, you have the right to cancel your service without any early termination charges being applied.  Simply call us within 30 days of receiving your initial letter/email on 0800 052 0800 (and select option 1, then 5) and our team will assist.


If your phone service is cancelled and you choose not to cancel your broadband service, your broadband service will continue on its current terms. The price you’d pay for your broadband will be as per the price list below, and this will be reflected on your next bill.


Voom fibre 1 £32
Voom fibre 2
Voom fibre 3 £50
Voom 500 £62

Price Change   

If you are impacted by a price change, you will have been notified in the letter/email we sent you.  



Feature list of Voice over IP (VoIP)


Description Feature Description

Making Call features
Basic Calls Making a call
Number Present per call If you have permanent number restricted on outbound calls, you can present your number on per call basis
Emercency Services Making calls to the emergency services, and providing your location
Number Restriction per call Ability to restrict presenting your number on a per call basis (if permanent number restriction is not enabled)

Receiving call features

Basic Call – Receive Call Receiving a call
DTMF – Send / Receive Ability to interact with call centre voice menu systems (press 1 for  ...) – requires a phone with buttons of course
Call Hold Ability to place a call on hold
Last Number Announcement  Tells you about the number that last called
Caller Display If your phone supports this, you will see the number of the incoming call displayed on your phone screen, unless they are not presenting their number

What is my number? (Line identification service) If you have forgotten what your number is you can use this feature to find out
Howler A loud noise will be played from your phone if you leave the phone off the hook
Check your setup (Interrogate All Features)  Allows you to check what features have been activated on your phone line

The following features below are optional extras.  If you need them, please call our Customer Care team to enable them on your service. These features are chargeable except for voicemail which is a standard feature of your service.

Feature Bundle Features included in
the bundle
Get calls to the right place Call Divert Divert your calls to the destination of your choice (excluding 999 / 111) 
Hunt Group Distributes calls across your lines
Manage Incoming Calls Anonymous Caller Rejection Blocks callers who withhold their number
Call Waiting Let’s you know someone is trying to get through
Manage Outgoing Calls Call Barring Helps you stay in control of costs by allowing you to limit the types of numbers you can call
Last Number Redial Call the last person you called again
Multi-Party Calling Get things done faster by getting everyone on the same call (Max 10 people)
Number Restrict Permanent For when you want your number withheld on a permanent basis
Additional Services Automatic Dialling (Hot Line) Pre configure a number to be dialled the moment you take the phone off the hook
Automatic Dialling (Warm Line) Similar to Hot Line, however gives you 5 seconds to dial before
placing a call after taking the phone off the hook
Reminder Call Use your phone as an alarm to help remind you of important appointments
Quick Dial Store up to 90 numbers and assign short codes for those frequent calls
Voicemail Business Voicemail Never miss important leads
Call Divert – Voicemail Ability to divert all calls, or just when you don’t pick up the phone / or are on another call
Message Waiting Indicator When you pick up your phone, you’ll hear a tone letting you know you have a message, and on some phones, the message waiting light will turn on

Still need help?