Making contact
What number should I call?
Check a recent phone bill to find the right number for your phone provider. Or if you have internet access, check their website for their contact details.
Who should I ask to speak to?
Ask to speak to the Customer Services department.
What to ask
General questions to ask about the Digital Switchover
- I’m not sure if the Digital Switchover will affect me, can you help?
- Can you tell me when my landline will be switched over to digital?
- Will you contact me in advance before the change happens?
- Will I need to do anything, or will the switch happen automatically?
Keeping your landline number
- Can I keep my current phone number after the switchover?
- Will I need to do anything to keep my number, or will it transfer automatically?
Checking if your phone will still work
- Will my current home phone work with the digital system?
- If not, will you provide me with a new compatible phone?
Telecare, alarms & other connected devices
- I have a telecare device (e.g., fall alarm, personal alarm). Will it still work after the switchover?
- If my home alarm system is connected to my landline, will I need to upgrade it?
- How can I check if my medical or emergency device is compatible with a digital landline?”
What happens in a power cut?
- What happens in a power cut?
- I don’t have good mobile phone reception in my house and I’m worried about how would I make an emergency call during a power cut. Do you offer a backup solution?
- What should I do if I need to make an emergency call during a power cut?
Costs & contracts
- Will my bill change because of the switchover?
- Are there any extra charges for switching to digital?
- Do you offer social tariffs or cheaper options for people on low incomes or benefits?
Scam awareness & safety
- How will you contact me about the switchover so I know it’s genuine?
- What should I do if I receive a suspicious call or message about the switchover?
Helping someone else with the Digital Switchover
- I am helping a relative/friend with the switchover. Can I speak to you on their behalf?
- I want someone else to help me. What do I need to do so they can act as my nominated contact?
Alternative services if you don’t have broadband
- I don’t have broadband – how will I get a digital landline?
- Will I need to install internet just to keep my phone line?
- Will you need to come inside my house to install broadband?
If the person you speak to uses any technical language you don’t understand – ask them to explain it, or we have a guide to some of the language you might hear about the digital switchover.
