Virgin Media landline switch to digital voice phone and other options

Thanks for your reply. 

One Touch Switch (OTS)

My second question was related to splitting your home number out from a broadband package (e.g. in order to put it on a VoIP line with another service provider.

Here are my comments and partial summary of some of the information mainly sourced from ISPreview (but without making direct quotes from this source).

It concerns the introduction of the OTS system ‘One Touch Switch‘ which has suffered significant delays. The date for implementation has already been revised, first delayed to 3rd April 2023, and isn’t now expected to be in place before 14th March 2024.

Ofcom The UK telecoms regulator, have decided to adopt the new OTS process for customers of fixed line phone and broadband ISPs, making it easier to switch between providers on physically separate networks (e.g. Virgin Media full fibre to CityFibre). The primarily focus of OTS, is making it quicker and easier for consumers with any broadband provider to switch.

Before this, customers could find themselves stuck in the middle paying for two services while the transfer takes place.

Ofcom states that any “loss of service” that might occur during a switch must NOT be allowed to exceed 1 working day (“if technically possible“) and providers will be expected to compensate customers if things go wrong.

The reason I mentioned 30 days in my 3rd question, is that in terms of number porting, after leaving a phone service provider, the regulator will also be making some “limited” changes, which includes giving customers the “right to port their number for one month after they have terminated their contract and a prohibition on charging customers to port their number.”

Ofcom has at least managed to introduce a “Right to Port“, which requires phone operators to provide phone number porting to customers that request it, for at least 30 days after the termination of a contract, unless the customer expressly agrees otherwise.

This should be a big help as at present it can be quite tedious to get your number back if it’s lost during a switch.

Just to add: Your existing provider will be required to automatically terminate end-user contracts upon conclusion of the process of switching to the gaining (new) provider. The losing ISP will also be required to reactivate the phone number and all related services where a switching process fails, and until the port is successful.

In view of delays, I also note that Ofcom has recently written to the Office of the Telecoms Adjudicator (OTA) as part of efforts to encourage adoption of changes ideally in time for the revised launch of the One Touch Switch migration. I understand that some service providers have already fully implemented these changes. Just wondered if Virgin Media has done so.

I would like to thank ISPreview, full credit to them for their continued efforts to make such information available in an interesting, informative, clear and concise manner.

I hope this information is useful.