When people think about VoIP phone systems, they often focus on call quality, broadband speeds, or the phones themselves. What many don’t realise is that one of the most important factors in how reliably a VoIP service operates is the SIP transport protocol being used underneath.
A common misconception is that “SIP is SIP” and that all VoIP devices communicate in exactly the same way. In reality, SIP can operate over several different transport methods, most commonly UDP, TCP and TLS. While all three perform the same core function of establishing and managing calls, they behave quite differently when it comes to reliability, security, firewall traversal and device compatibility.
The transport method available to you will often depend on the equipment you’re using. Some older IP phones and analogue telephone adapters (ATAs) may only support UDP, while newer desk phones, softphones and mobile applications frequently support TCP and encrypted TLS connections as well. Choosing the wrong transport isn’t always immediately obvious, but it can lead to registration issues, missed calls, one-way audio, security concerns and other frustrating problems.
At Plexatalk, we’ve deployed VoIP services across a wide range of networks, devices and environments. Through those deployments we’ve seen some interesting real-world behaviour that doesn’t always match the theory. For example, we’ve encountered phones using UDP that occasionally start ringing unexpectedly despite no obvious firewall ports being open, while moving customers to TLS has resolved countless SIP ALG-related issues on problematic routers. We’ve also observed that UDP and TCP registrations are often noticeably faster than TLS due to the additional encryption handshake involved.
In this guide, we’ll explore the technical differences between UDP, TCP and TLS, explain where each transport method excels, and share practical observations from real Plexatalk deployments to help you decide which option is best for your setup.
Before comparing the advantages and disadvantages of each SIP transport method, it’s useful to understand what UDP, TCP and TLS actually are and how they handle VoIP traffic.
UDP is the original and most commonly used transport protocol for SIP communications. It is a connectionless protocol, meaning devices simply send packets to each other without first establishing a dedicated connection.
Because UDP doesn’t require acknowledgements or packet verification, it has very little overhead. This makes it extremely lightweight and efficient, allowing SIP registrations and call setup requests to be transmitted quickly.
The trade-off is that UDP doesn’t guarantee delivery. If a packet is lost, delayed or arrives out of order, UDP itself does nothing to correct the issue. In most VoIP environments this isn’t a major problem because SIP messages are relatively small, but it can occasionally contribute to registration and signalling issues on unstable networks.
TCP takes a different approach. Before data is exchanged, a connection is established between the phone and the PBX or VoIP provider. Once connected, TCP keeps track of packets, ensures they arrive in the correct order and automatically retransmits any data that is lost in transit.
This provides a much higher level of reliability than UDP and can be beneficial on networks where packet loss or intermittent connectivity is a concern.
The additional reliability comes with slightly more overhead because the connection must be maintained and acknowledgements are constantly exchanged between devices. In practice, however, modern networks and devices handle this overhead with ease.
TLS is not actually a separate SIP transport in the same way as UDP or TCP. Instead, it is SIP carried over TCP with encryption applied.
When TLS is enabled, the signalling traffic between the endpoint and the PBX or VoIP provider is encrypted. This prevents third parties from viewing SIP usernames, passwords, phone numbers, registration details and call setup information while it is travelling across the network.
The encryption process introduces additional handshakes during connection establishment, which is why registrations can sometimes take slightly longer than standard UDP or TCP connections. However, the security benefits often outweigh the small performance difference, particularly on public or unmanaged networks.
| Feature | UDP | TCP | TLS |
|---|---|---|---|
| Encryption | No | No | Yes |
| Reliability | Low | High | High |
| Overhead | Low | Medium | High |
| Registration Speed | Fast | Fast | Slightly Slower |
| SIP ALG Issues | Common | Less Common | Often Avoided |
Although all three methods can successfully deliver SIP signalling, the differences in reliability, security and compatibility can have a significant impact on how a VoIP deployment performs in the real world.
To understand why UDP remains so widely used in the VoIP industry today, it’s helpful to look back at the environment in which SIP was originally developed.
When SIP began gaining popularity in the late 1990s and early 2000s, network bandwidth was far more limited than it is today. Internet connections were slower, routers had less processing power, and IP phones were built with significantly less memory and CPU capacity than modern devices. Every bit of efficiency mattered.
UDP was a natural fit for SIP because it is lightweight and requires very little processing overhead. Unlike TCP, there is no need to establish and maintain a connection, track packet sequencing or manage acknowledgements. SIP messages could be sent quickly and with minimal resource consumption, making UDP an attractive choice for both device manufacturers and service providers.
As a result, UDP quickly became the de facto standard transport for VoIP deployments. Most early IP phones were configured to use UDP by default, and many Internet Telephony Service Providers (ITSPs) only supported UDP registrations and call signalling.
This approach became deeply embedded across the industry. Manufacturers including Poly, Yealink, Grandstream, Cisco and Snom traditionally shipped many of their SIP devices with UDP as the default transport method. In many cases, administrators had to manually change configuration settings if they wanted to use TCP or TLS instead.
The same is still true for a large number of analogue telephone adapters (ATAs). Devices designed to connect traditional analogue telephones to VoIP services often continue to default to UDP out of the box. Since many ATAs are deployed in simple home or small business environments where administrators rarely alter advanced SIP settings, UDP remains extremely common in these installations.
Even today, countless VoIP deployments operate perfectly well using UDP. The protocol’s efficiency, widespread compatibility and long-standing industry support mean it remains a sensible choice in many situations. However, as network security requirements have evolved and router behaviour has become increasingly complex, alternative transport methods such as TCP and TLS have become much more attractive than they once were.
While the technical differences between UDP, TCP and TLS are well documented, real-world VoIP deployments don’t always behave exactly as the theory suggests. Over the years we’ve worked with customers using everything from enterprise firewalls and hosted cloud environments to consumer broadband routers supplied by ISPs. These deployments have provided some valuable insights into how SIP transport choices can affect reliability and troubleshooting.
One of the more unusual issues we’ve encountered is what customers often describe as “ghost ringing” — phones ringing unexpectedly even though no legitimate call appears to have been placed.
What’s particularly interesting is that these cases often occur without any deliberate port forwarding being configured. Customers will understandably assume that a firewall rule must have been opened somewhere, but that isn’t always the case.
When a SIP phone registers using UDP, outbound traffic creates temporary NAT mappings within the router. These mappings allow return traffic to reach the device and are continuously refreshed by SIP registrations and keepalive messages. Depending on the router’s behaviour, active state tables, and any SIP-related processing taking place, SIP traffic can sometimes find its way back to the endpoint in ways that are not immediately obvious.
During investigations, we’ve seen instances where SIP INVITE requests arrived directly from external IP addresses rather than through the expected provider signalling path. In some cases the source appeared to be automated SIP scanners searching for internet-accessible devices.
It’s important not to jump to the conclusion that a customer has open ports exposed to the internet. In many situations they do not. NAT behaviour varies considerably between router manufacturers, and SIP ALG features can further complicate matters by modifying SIP packets and connection details behind the scenes.
While these situations are relatively uncommon, they illustrate how UDP-based SIP deployments can occasionally produce behaviour that is difficult to predict or troubleshoot.
Another scenario we’ve encountered involves customers whose phones simply refuse to maintain stable registrations when using UDP or TCP, despite apparently correct network configuration.
One example involved a customer using a broadband provider’s heavily restricted router. The device offered very limited configuration options and there was no visible method of disabling SIP ALG. The customer experienced intermittent registration failures, dropped signalling sessions and unreliable inbound calling.
After extensive troubleshooting, we suspected the router was inspecting and modifying SIP traffic internally. Rather than replacing the router, we switched the endpoint from TCP to TLS.
The result was immediate. Registrations became stable, inbound calls worked reliably and the signalling issues disappeared entirely.
The most likely explanation was that the router’s SIP ALG could no longer inspect or rewrite the encrypted SIP messages carried over TLS. By preventing interference with the signalling traffic, TLS effectively bypassed the underlying issue.
This is not an isolated case. We’ve seen multiple situations where migrating from UDP or TCP to TLS has resolved registration and signalling problems that would otherwise require router replacement or significant network changes.
For this reason, while TLS may introduce a small amount of additional overhead, it is often our preferred option whenever the endpoint supports it.
If there’s one feature that consistently appears during VoIP troubleshooting, it’s SIP ALG.
SIP ALG (Session Initiation Protocol Application Layer Gateway) is a feature built into many routers and firewalls. Its original purpose is actually quite sensible: to help SIP traffic pass through NAT and firewall devices by inspecting and modifying SIP packets as they traverse the network.
Unfortunately, what sounds helpful in theory often causes significant problems in practice.
SIP ALG works by examining SIP signalling traffic and rewriting parts of it as it passes through the router. Depending on the implementation, it may modify Contact headers, Via headers, SDP (Session Description Protocol) content, IP addresses and port information in an attempt to make VoIP work more effectively behind NAT.
The problem is that modern SIP platforms, IP phones and PBXs already include their own NAT traversal mechanisms. When a router decides to “help” by rewriting information that has already been carefully constructed by the endpoint, things can quickly go wrong. As many network engineers have discovered, SIP ALG often causes more problems than it solves.
The symptoms can be surprisingly varied:
Because SIP ALG operates inside the router itself, many administrators don’t even realise it’s involved. Some routers provide an option to disable it, while others leave it enabled by default. In certain ISP-supplied routers, SIP ALG may be active behind the scenes with little or no visibility to the end user.
At Plexatalk, we’ve spent countless hours troubleshooting issues that ultimately traced back to SIP ALG interference. In fact, one of the most reliable fixes we’ve found over the years is simply moving devices from UDP or TCP to TLS.
The reason is straightforward. SIP ALG relies on being able to inspect SIP messages and modify their contents. When SIP signalling is transported using TLS, the SIP payload is encrypted between the endpoint and the provider. Because the router can no longer read the SIP headers or SDP content, it cannot rewrite them. As a result, much of the unwanted interference introduced by SIP ALG simply disappears.
We’ve seen numerous cases where registration issues, failed inbound calls and inconsistent call routing were resolved immediately after switching an endpoint to TLS. While TLS isn’t a cure for every VoIP problem, it has proven to be one of the most effective ways of reducing SIP ALG-related headaches.
If you’d like a deeper dive into how SIP ALG works and why it causes so many VoIP issues, we’ve covered it in detail in our guide: What is SIP ALG and Why You Should Disable It?
For many people, TLS is viewed primarily as a security feature. While encryption is certainly one of its biggest advantages, our experience at Plexatalk suggests that TLS can also be one of the most effective tools for improving SIP registration reliability.
At its core, TLS encrypts the SIP signalling exchanged between the endpoint and the VoIP provider or PBX. This protects sensitive information such as SIP usernames, passwords, phone numbers and call setup details from being viewed or modified while in transit. For organisations with security requirements, or users regularly connecting from public and shared networks, this alone makes TLS an attractive option.
However, the operational benefits often extend beyond security.
Because SIP messages are encrypted, intermediary devices such as routers, firewalls and broadband gateways cannot easily inspect or modify the SIP payload. This significantly reduces the likelihood of interference from SIP ALG implementations and other forms of SIP-aware traffic manipulation.
Over the years, we’ve encountered numerous environments where phones would intermittently fail to register over UDP, despite no obvious fault being present. Registrations would randomly expire, inbound calls would occasionally fail, or devices would repeatedly disconnect and reconnect throughout the day. Yet after migrating the same endpoint to TLS, those issues disappeared and the devices remained stable for months at a time.
These situations are particularly common in networks where multiple layers of infrastructure sit between the phone and the VoIP platform.
Enterprise firewalls may include SIP inspection features designed to monitor or optimise VoIP traffic. ISP-supplied routers often contain SIP ALG functionality that can interfere with signalling. Carrier-grade NAT (CGNAT) environments introduce another layer of complexity by placing large numbers of customers behind shared public IP addresses. While each of these technologies serves a legitimate purpose, they can sometimes interact with SIP in unexpected ways.
TLS helps reduce many of these variables. Rather than allowing intermediate devices to inspect and rewrite SIP messages, the signalling remains encrypted from end to end. This creates a cleaner and more predictable communication path between the endpoint and the VoIP platform.
That isn’t to say TLS is always required. Many UDP deployments operate flawlessly for years. However, when faced with unexplained registration issues, intermittent connectivity problems or difficult-to-diagnose call failures, switching to TLS is often one of the first recommendations we make. In a surprising number of cases, it resolves problems that would otherwise require extensive network troubleshooting or hardware replacement.
When comparing UDP, TCP and TLS, one area that is often overlooked is registration speed. While the difference is usually small, it can become noticeable in larger deployments or after network-wide outages and device reboots.
UDP is generally the fastest transport method when a phone starts up and registers with a VoIP provider or PBX.
The process is simple:
Because UDP is connectionless, there is no requirement to establish a session beforehand. This keeps the process lightweight and efficient, allowing devices to register quickly with minimal overhead.
TCP introduces an additional step.
Before SIP messages can be exchanged, the device must first establish a TCP connection with the server. This requires a handshake between the two endpoints before the REGISTER request is sent.
The process typically becomes:
The additional overhead is relatively small, and on modern networks most users would never notice the difference.
TLS adds further stages to the process.
Before registration can occur, the device must:
This makes TLS the slowest of the three transport methods during initial connection establishment.
In real-world deployments, we’ve observed that phones using UDP or TCP often complete their initial registrations noticeably faster than identical devices configured for TLS. The difference is usually measured in seconds rather than minutes, but it can become apparent when hundreds of devices are attempting to reconnect simultaneously after a power failure, broadband outage or site-wide reboot.
Fortunately, this is primarily an issue during the initial connection process. Once a device has successfully registered, subsequent registrations are simply renewals of an existing service rather than a full startup sequence. In many cases the phone will maintain its established connection and renew its registration before the previous registration expires, making the performance difference largely irrelevant during normal day-to-day operation.
For most users, the additional few seconds required by TLS are a small price to pay for the security and reliability benefits it can provide. However, if absolute registration speed is the priority, UDP will almost always be the quickest option, with TCP sitting comfortably in the middle.
When discussing UDP, TCP and TLS, it’s easy to assume that every VoIP device supports all three transport methods. In reality, support varies significantly depending on the manufacturer, device age and firmware version.
This is an important consideration when planning a deployment, particularly if security policies require TLS or if you’re troubleshooting registration issues that may benefit from switching transport methods.
Most modern business IP phones support UDP, TCP and TLS as standard. Manufacturers such as Yealink, Grandstream, Snom and Fanvil have generally embraced encrypted SIP signalling across their current product ranges, making TLS a straightforward option in most new deployments.
However, the situation becomes less predictable once older hardware enters the picture.
Many legacy devices were designed during a period when UDP dominated the VoIP industry and TLS support was either uncommon or considered unnecessary. Older Cisco handsets, legacy Polycom models and various discontinued business phones may offer only UDP and TCP, or require specific firmware versions before TLS becomes available.
Analogue Telephone Adapters (ATAs) can present similar challenges. Popular devices such as the Grandstream HT series, Cisco SPA series and Obihai adapters often support multiple transport methods, but the exact capabilities can vary between hardware revisions and firmware releases. Some models support TLS only after a firmware upgrade, while others may not support it at all.
We’ve also encountered situations where transport options were more limited than expected. For example, on some Gigaset devices we’ve deployed, only UDP and TCP were available as SIP transport options, with no TLS support present. We cannot confirm that this applies across the entire Gigaset range, but it serves as a good reminder that assumptions about device capabilities can easily lead to deployment issues.
Firmware also plays a major role. Manufacturers frequently add new features, security improvements and protocol support through software updates. A phone that lacked TLS support several years ago may support it today with a current firmware release.
For this reason, one of the simplest yet most valuable recommendations we can make is to verify transport capabilities before deployment. Checking a device’s datasheet, administration guide or firmware release notes can prevent unpleasant surprises later.
At Plexatalk, we’ve learned that successful VoIP deployments often come down to understanding the capabilities of the endpoint as much as the capabilities of the network. Before standardising on UDP, TCP or TLS, it’s always worth confirming that every device in the deployment supports the transport method you intend to use.
There is no single “best” SIP transport for every deployment. The right choice depends on the equipment being used, the network environment and the priorities of the organisation. While UDP, TCP and TLS can all provide a reliable VoIP service, each has situations where it makes the most sense.
UDP remains a perfectly valid option for many deployments, particularly where legacy equipment is involved.
UDP may be the best choice when:
Many VoIP systems have run successfully on UDP for years without issue. If the environment is stable and there are no security or connectivity concerns, there may be little reason to change.
TCP can provide a useful middle ground between UDP and TLS.
TCP may be appropriate when:
While TCP is less commonly deployed than UDP or TLS today, it can still be a sensible choice in environments where TLS is unavailable.
TLS is generally the preferred option for modern VoIP deployments whenever it is supported by both the device and the provider.
TLS is particularly beneficial when:
In addition to encrypting SIP signalling, TLS can reduce the likelihood of routers and firewalls interfering with SIP traffic, making it especially valuable in complex network environments.
At Plexatalk, we’ve resolved numerous registration and call-routing issues simply by migrating endpoints from UDP or TCP to TLS. For that reason, TLS has become our default recommendation in many situations.
For most new Plexatalk deployments, TLS is generally our preferred option where supported by both the endpoint and the network environment. The slight increase in connection overhead is usually outweighed by the improvements in security, stability and troubleshooting simplicity.
Ultimately, the best transport is the one that delivers reliable service for your particular environment. Understanding the strengths and limitations of each option makes it far easier to choose the right approach from the outset.
Choosing between SIP UDP, SIP TCP and SIP TLS is about far more than simply selecting a transport protocol. Each option has strengths, weaknesses and deployment scenarios where it makes the most sense.
UDP remains the most widely used transport in the VoIP industry thanks to its simplicity, efficiency and broad compatibility with legacy equipment. TCP builds upon this by providing connection-oriented communication and improved reliability, making it a useful alternative where TLS is unavailable. TLS adds encryption and enhanced SIP security, while also helping to reduce many of the router-related issues commonly associated with SIP ALG and complex network environments.
As we’ve explored throughout this guide, factors such as SIP registration performance, VoIP phone configuration, firewall behaviour and endpoint compatibility can all influence which transport method is best suited to a particular deployment. Whether you’re configuring a Hosted VoIP service, deploying remote workers, troubleshooting SIP ALG issues or checking support for features such as Yealink TLS and Grandstream TLS, understanding the underlying transport method can make a significant difference.
One of the most important lessons we’ve learned at Plexatalk is that real-world network behaviour doesn’t always match the textbook explanation. Routers, firewalls, carrier-grade NAT platforms and endpoint firmware can all introduce variables that aren’t immediately obvious when reading SIP documentation.
While there is no single transport that is perfect for every deployment, our experience has shown that understanding how UDP, TCP and TLS behave in real customer networks can prevent many of the issues traditionally associated with VoIP services.
There is no single best option for every deployment. UDP is lightweight and widely supported, TCP offers improved reliability through connection-oriented communication, and TLS provides encryption along with protection against many SIP ALG-related issues. For most new Plexatalk deployments, TLS is generally our preferred option where supported.
Not directly. TLS encrypts SIP signalling rather than the audio stream itself. However, TLS can improve overall service reliability by preventing routers and firewalls from interfering with SIP traffic, which may reduce registration and call-routing problems.
TLS requires additional connection setup before SIP registration can occur. The device must establish a TCP connection, negotiate encryption settings and validate certificates before sending the SIP REGISTER request. This typically adds only a few seconds during startup.
SIP ALG (Session Initiation Protocol Application Layer Gateway) is a router feature designed to modify SIP traffic. Although intended to help VoIP services, it frequently causes registration issues, one-way audio and call failures. In most VoIP deployments, disabling SIP ALG is recommended where possible.
In most cases, TLS significantly reduces SIP ALG interference because the SIP signalling is encrypted. Since the router cannot inspect the SIP payload, it is generally unable to modify SIP headers or SDP content.
Many older phones and ATAs were designed when UDP was the industry standard. Some legacy devices lack the processing power or firmware support required for TLS and may only offer UDP or TCP transport options.
Most modern Yealink phones support UDP, TCP and TLS. However, capabilities can vary depending on the model and firmware version. It’s always worth checking the manufacturer’s documentation before deployment.
Most current Grandstream IP phones support TLS, although support can vary across older models and ATA devices. Firmware updates may also affect available transport options.
TCP provides reliable packet delivery, packet sequencing and retransmission mechanisms that UDP does not. This can make TCP more resilient on networks experiencing packet loss or instability.
Unexpected ringing can occur for several reasons, including SIP scanning, NAT behaviour, router configuration issues or SIP ALG interference. In some cases, phones using UDP may receive SIP INVITE requests through existing NAT mappings even when no deliberate port forwarding has been configured.
OneStream is one of the UK’s fastest-growing broadband providers, offering affordable fibre and full-fibre broadband services to homes across the country. Built on major UK broadband networks, OneStream has gained popularity by combining competitive pricing with fast download speeds and simple switching processes, making it an attractive alternative to larger providers.
As more households move away from traditional copper phone lines, many customers are choosing OneStream for its value-for-money broadband packages and straightforward approach to connectivity. Whether you’re upgrading from older ADSL services or switching providers to reduce your monthly bills, OneStream aims to make the transition as seamless as possible.
However, one question often arises when customers are considering the switch: Can I keep my existing landline number?
For many households and small businesses, a long-established phone number remains important. Friends, family, customers and service providers may all rely on that number to stay in touch. While OneStream’s support documentation states that number transfers may be possible in many cases, customers occasionally discover that transferring their number is not always straightforward, particularly if they require a dedicated phone service alongside their broadband.
In this guide, we’ll explain your options for keeping your number when switching to OneStream Broadband and how VoIP services such as Plexatalk can help.
One of the most common questions people ask before switching broadband providers is: “Can I keep my number with OneStream?” The good news is that, according to OneStream’s support documentation, customers can transfer their existing phone number in most cases when moving their services to OneStream.
However, OneStream also notes that there are circumstances where a number transfer may not be possible. If this applies to your order, they state that they will contact you before proceeding. While this is reassuring, it highlights the importance of checking your number’s portability before making any changes to your current broadband or phone service.
This is particularly important because cancelling your existing provider too early could result in your landline number being disconnected. Once a number has been ceased, recovering it can be difficult or, in some cases, impossible. For households and businesses that have used the same number for years, losing it can cause significant inconvenience.
If you’re asking, “Can I keep my number with OneStream?”, the safest approach is to confirm your options before cancelling anything. And if your number cannot be transferred directly, there is another solution.
An independent VoIP (Voice over Internet Protocol) service, such as Plexatalk, allows you to move your existing number away from your broadband provider entirely. This means your phone number can remain yours regardless of which broadband company you use, providing greater flexibility, future-proofing your communications, and helping ensure you don’t lose a number that’s important to you.
While some customers are able to transfer their number directly when switching broadband providers, others prefer to separate their phone service from their internet connection altogether. This is where independent VoIP (Voice over Internet Protocol) services have become increasingly popular.
By keeping broadband and phone services separate, your landline number is no longer tied to a specific provider. This gives you much greater flexibility when choosing broadband packages and makes it easier to switch providers in the future without worrying about losing your number or interrupting your phone service.
For example, if you move from OneStream to another provider in a year’s time, your phone number can remain exactly where it is. Rather than arranging another number transfer, updating contacts, or risking downtime, your VoIP service continues to operate independently of your broadband connection. This can be particularly valuable for small businesses, remote workers, and households that have relied on the same number for many years.
Independent VoIP services also offer features that are often unavailable with traditional landline packages. Depending on the provider, these can include voicemail-to-email, call forwarding, call recording, auto attendants, mobile and desktop apps, multiple handsets, and the ability to make and receive calls from anywhere with an internet connection.
For customers looking for a UK-based solution, Plexatalk provides independent VoIP services that allow you to keep your existing number while benefiting from modern calling features. Because your number is held separately from your broadband provider, future broadband switches become much simpler, helping you avoid disruption while maintaining complete control over your communications.
Although many phone numbers can be transferred between providers, there are situations where a number may not be eligible for porting. This can come as an unwelcome surprise for customers who have used the same landline number for many years.
One common reason is geographic restrictions. Some numbers are linked to specific exchanges or regions and may not be supported by every provider. There can also be provider limitations, where the gaining provider does not have an agreement or technical capability to accept certain number ranges. Older, legacy number blocks can sometimes present challenges as well, particularly if they were originally allocated many years ago under different telecommunications arrangements.
Administrative issues can also prevent a successful transfer. Incorrect account details, mismatched addresses, or discrepancies between provider records may result in a port request being rejected or delayed.
If a number cannot be ported, customers risk losing a number that may have been in use for decades. For businesses, this can have serious consequences. Customers may continue calling an old number that no longer works, leading to missed enquiries, lost sales, and damage to brand reputation. Marketing materials, websites, directories, and business stationery may also need updating.
For residential users, the impact can be equally frustrating. Family members, friends, healthcare providers, schools, banks, and other important services may all have the number on record. Changing numbers can mean contacting dozens of organisations and individuals, with the possibility that some may not receive the update.
For this reason, it’s always worth confirming your number transfer options before switching providers or cancelling an existing service.
The UK’s telecommunications network is undergoing one of the biggest changes in decades. The PSTN switch-off refers to the retirement of the Public Switched Telephone Network (PSTN), the traditional copper-based phone system that has connected homes and businesses for generations.
The current industry target is for the PSTN to be fully withdrawn by January 2027. Once this transition is complete, traditional analogue landline services will no longer operate over copper phone lines. Instead, all voice communications will move to internet-based technologies such as Digital Voice and VoIP phone services.
For customers, this means the familiar landline isn’t disappearing entirely—it’s simply changing the way it works. Rather than connecting through a physical telephone exchange, calls will be made and received using a broadband connection. This approach offers greater flexibility, improved reliability, and access to features that were difficult or impossible to provide on older telephone networks.
As broadband providers continue to roll out fibre and full-fibre services, traditional landlines are becoming increasingly outdated. Maintaining ageing copper infrastructure is costly, while modern IP-based networks can deliver both broadband and voice services more efficiently.
For OneStream customers, the shift towards Digital Voice and VoIP phone services reflects the wider direction of the UK telecoms industry. Whether a phone service is provided directly by a broadband provider or through an independent VoIP company, internet-based calling is rapidly becoming the standard.
The key takeaway is that the future of home and business telephony is digital. As the PSTN switch-off approaches, customers who want to keep their existing phone number should start considering their options now, ensuring a smooth transition to a modern VoIP phone service before traditional landlines become a thing of the past.
If you’re concerned about losing your existing phone number when switching broadband providers, Plexatalk offers a simple way to keep it. As a UK-based VoIP provider, Plexatalk enables customers to transfer their existing landline number to an independent VoIP service, allowing them to continue using the same number regardless of which broadband provider they choose.
The process begins with a number portability check to confirm that your existing number can be transferred. Plexatalk supports number porting from many major UK providers, including BT, Sky, TalkTalk, Plusnet, Virgin Media, Vodafone, EE, and a wide range of business phone providers.
Once eligibility has been confirmed, you’ll be asked to complete a Customer Letter of Authority (CLoA). This document authorises Plexatalk to manage the transfer on your behalf and helps ensure the porting process is completed correctly. After the paperwork has been submitted, Plexatalk coordinates directly with your current provider to arrange the transfer.
In most cases, number porting takes around 7–10 working days, although timelines can vary depending on the provider and the complexity of the transfer. Throughout the process, customers are kept informed of progress and any actions required.
One of the biggest advantages of moving your number to Plexatalk is that it becomes independent of your broadband provider. This means if you switch from OneStream to another provider in the future, your phone number stays exactly where it is. There’s no need to arrange another transfer, update contacts, or risk losing a long-established number.
By separating your phone service from your broadband connection, Plexatalk gives you greater control, flexibility, and long-term ownership of the number that’s important to you.
If you decide to move your phone number to an independent VoIP service such as Plexatalk, you’ll have several ways to continue using it after switching to OneStream broadband. Whether you want to keep your existing home phone, upgrade to a modern business handset, or take calls on the move, there’s a setup to suit almost every household or business.
For many people, the simplest solution is to continue using their current telephone handset through an Analogue Telephone Adapter (ATA). This small device connects your existing phone to your broadband router and converts traditional phone signals into VoIP calls.
The main advantage is familiarity. You can keep the same handset, use the same buttons and features you’re used to, and avoid learning a new system. Setup is typically straightforward, requiring only a connection between the ATA, your router, and your phone.
This option is ideal for households that want a traditional landline experience while benefiting from modern VoIP technology.
For home offices and businesses, a dedicated VoIP desk phone offers a more advanced solution. These phones are designed specifically for internet-based calling and often include HD audio quality, larger displays, caller management tools, voicemail integration, call transfer features, and more.
VoIP desk phones are popular with remote workers, small businesses, and professionals who spend significant time on calls and want a reliable, purpose-built device.
Another flexible option is using your phone number through mobile or desktop applications. Popular SIP-compatible apps such as Zoiper allow you to make and receive calls using your landline number from a smartphone, tablet, or computer.
This is particularly useful for remote working, travelling, or managing business calls away from the office. Many users choose to run their number across multiple devices simultaneously, ensuring they never miss an important call whether they’re at home, in the office, or on the move.
With VoIP, your number is no longer tied to a single phone, giving you far greater flexibility than a traditional landline ever could.
As the UK moves towards a fully digital communications network, more homes and businesses are discovering the advantages of VoIP (Voice over Internet Protocol) compared to traditional landline services.
One of the biggest benefits is cost savings. Unlike conventional phone lines, VoIP services typically don’t require separate line rental charges, helping to reduce monthly bills. Calls are often cheaper too, particularly for businesses making regular outbound calls.
VoIP also delivers significantly improved call quality. With a reliable broadband connection, users can enjoy HD voice technology, resulting in clearer conversations and better audio than many traditional landline services.
Beyond basic calling, VoIP includes a range of advanced features that would often cost extra on older telephone systems. These can include call forwarding, allowing calls to ring on another number or device, and voicemail-to-email, which sends voice messages directly to your inbox so you can listen to them wherever you are.
For businesses and professional users, features such as call recording, auto attendants, call queues, and hunt groups provide additional flexibility and control. These tools can help improve customer service, maintain compliance requirements, and support remote or hybrid working environments.
Another major advantage is scalability. Traditional phone systems often require additional hardware and installation work when adding new users or extensions. With VoIP, new numbers, users, and devices can usually be added quickly and easily, making it an ideal solution for growing businesses.
Whether you’re looking to reduce costs, improve flexibility, or prepare for the UK’s digital future, VoIP offers a modern alternative to the traditional landline.
Every customer’s situation is different, but the desire to keep an existing phone number is a common theme when switching broadband providers.
A homeowner contacted Plexatalk after deciding to leave their existing broadband provider due to increasing monthly costs. They had found a more affordable package with OneStream but were concerned about losing the landline number they had used for over a decade. By porting the number to Plexatalk before switching, they were able to move to OneStream for broadband while continuing to use the same phone number without interruption.
A home-based consultant had used the same BT landline number for many years, with clients regularly calling it for appointments and enquiries. When moving to a new broadband package, they wanted to ensure their number remained available regardless of future provider changes. Plexatalk transferred the number to an independent VoIP service, allowing calls to be answered on both a desk phone and mobile app while maintaining complete continuity for clients.
A small business had its phone number printed on vehicles, business cards, brochures, and online directories. Changing numbers would have meant updating marketing materials and potentially losing customer enquiries. By moving the number to Plexatalk, the business retained its established contact number while switching broadband providers, ensuring customers could continue reaching them without disruption.
These real-world scenarios highlight why many people choose to separate their phone number from their broadband provider, giving them greater flexibility while protecting an important business or household asset.
In many cases, yes. OneStream states that existing phone numbers can often be transferred when you switch services. However, eligibility depends on factors such as your current provider, number range, and local exchange arrangements. If keeping your number is important, it’s always best to check before cancelling your existing service.
If your number cannot be ported directly, you may risk losing it when your current service is disconnected. This can be particularly disruptive if you’ve had the number for many years or use it for business purposes. An independent VoIP provider such as Plexatalk may be able to offer alternative porting options or help you retain your number separately from your broadband service.
Yes. Many customers continue using their current home phone by connecting it through an Analogue Telephone Adapter (ATA). This allows traditional handsets to work with modern VoIP services without requiring major changes to your setup.
Not necessarily. If you’re happy with your existing phone, an ATA can often provide everything you need. However, some customers choose to upgrade to a dedicated VoIP desk phone to access features such as HD audio, larger displays, and advanced call management functions.
Absolutely. In fact, full-fibre broadband is one of the best connections for VoIP services. Fast, stable internet helps deliver excellent call quality, reliable connections, and support for advanced features such as video calls and multi-device usage.
Because VoIP relies on an internet connection, phone services may be unavailable during a broadband outage. Many users address this by setting up call forwarding to a mobile number or using mobile apps that can switch to a cellular data connection when needed.
Yes. One of the biggest advantages of VoIP is flexibility. Using SIP-compatible apps such as Zoiper, you can make and receive calls using your landline number on a smartphone, tablet, or computer. This allows you to stay connected whether you’re at home, in the office, or working remotely.
If you’re switching to OneStream and want to keep your existing phone number, Plexatalk can help make the process simple and stress-free. Whether you’re a homeowner protecting a long-held family number or a business looking to maintain customer continuity, our UK-based VoIP services are designed to keep you connected.
By moving your number to Plexatalk, you gain complete independence from your broadband provider. This means you’re free to switch broadband companies whenever you like without worrying about losing your phone number or having to go through another porting process in the future.
Our services are available for both residential and business customers, with flexible options that allow you to use your existing phone, a dedicated VoIP handset, or mobile and desktop applications. You’ll also benefit from modern calling features, lower costs, and a solution that’s ready for the UK’s transition away from traditional landlines.
Most importantly, you’ll avoid the risk of losing important calls from family, friends, customers, suppliers, and essential services that already have your number on record.
Explore our solutions:
Contact the Plexatalk team today to check whether your number can be transferred and discover how easy it is to keep your number for life.
EE Digital Home Phone is EE’s internet-based home phone service, designed to replace traditional copper landlines as part of the UK’s ongoing transition to digital telephony. Instead of using the old Public Switched Telephone Network (PSTN), calls are routed over a broadband connection, allowing customers to continue using a home phone service as analogue networks are phased out.
For many households, the migration to Digital Voice has been straightforward, with users benefiting from modern calling features and continued access to their existing phone numbers. However, as with any technology change, some customers have reported difficulties during setup and day-to-day use.
Online forums, review sites and community discussions contain reports of issues ranging from activation delays and handset compatibility problems to concerns about call quality, reliability during broadband outages and difficulties using specialist equipment such as alarm systems, telecare devices and medical monitoring equipment.
While some problems can often be resolved through simple troubleshooting steps such as restarting the EE Smart Hub, checking broadband connectivity or re-pairing handsets, other issues may require more significant changes to a customer’s setup.
This guide explores some of the most commonly reported EE Home Phone problems, explains practical troubleshooting steps that may help resolve them, and outlines alternative options available to consumers. For users seeking greater flexibility, independent VoIP providers may offer additional features, wider device compatibility and the ability to keep an existing landline number while moving away from provider-specific Digital Voice services.
EE Digital Home Phone is a modern home phone service that uses your broadband connection to make and receive calls instead of relying on the UK’s traditional copper telephone network. Rather than connecting calls through the Public Switched Telephone Network (PSTN), Digital Voice converts voice calls into digital data and transmits them over the internet using Voice over Internet Protocol (VoIP) technology.
For customers, the experience is often similar to using a traditional landline. You can still make and receive calls using a home phone, and in many cases keep your existing telephone number. However, the technology behind the service is very different. Calls are routed through your broadband connection and typically connect via a compatible router, adapter or digital handset.
Telecom providers such as EE are moving customers to digital voice services as part of a nationwide upgrade of the UK’s communications infrastructure. The PSTN network has been in operation for decades and is becoming increasingly expensive and difficult to maintain. Digital services are more efficient, support modern features and work alongside newer broadband technologies such as full fibre (FTTP).
This transition is also linked to the UK’s landline switch-off programme. Openreach and the major telecom providers are gradually retiring the old analogue telephone network, with traditional landline services expected to be withdrawn nationwide by January 2027. As a result, customers who still rely on conventional phone lines will eventually need to move to a digital alternative, whether that’s a provider-supplied service such as EE Digital Voice or an independent VoIP solution that offers additional flexibility and features.
One of the most common complaints reported by EE Digital Home Phone customers occurs shortly after a new broadband installation or migration from a traditional landline. Users often find that their existing phone suddenly stops working, there is no dial tone when they pick up the handset, or they are unable to make and receive calls despite having a working broadband connection.
In many cases, the issue stems from changes to how the phone service is connected. Unlike traditional landlines, which use a dedicated telephone socket, EE Digital Home Phone routes calls through the broadband router. Customers who are unaware of this change may continue plugging their phone into an old wall socket, resulting in a loss of service.
Another common source of confusion is the activation process. Some customers report that broadband becomes active before the phone service is fully provisioned, creating a temporary period where internet access works but calling functionality does not.
Before contacting support, there are several troubleshooting steps worth trying:
If the issue persists, EE support may need to verify the service status or complete additional provisioning on the line.
Some customers prefer independent VoIP providers that offer pre-configured adapters designed to work with existing home telephones. These adapters can often be plugged into a broadband connection with minimal setup, allowing users to continue using their current handset while benefiting from digital calling features. In some cases, this can provide greater flexibility than a router-specific phone service, particularly for households that want to keep their existing equipment and phone number.
One of the most frequently discussed concerns surrounding EE Digital Home Phone services is what happens during a power cut. Unlike traditional analogue landlines, which often continued working even when household electricity failed, digital phone services depend on powered equipment such as routers, adapters and broadband infrastructure.
When a power outage occurs, many customers discover that their home phone service becomes unavailable until power is restored. This has caused particular concern among elderly users, vulnerable individuals and households that rely on a landline as their primary means of communication. Some customers have also expressed worries about being unable to contact emergency services during prolonged outages.
It’s important to note that this limitation is not unique to EE. Most digital phone services across the UK face similar challenges because calls are transmitted over broadband rather than dedicated telephone lines.
There are several steps customers can take to improve resilience during a power cut:
While these measures cannot prevent all disruptions, they can help ensure communication remains available when it matters most.
Some independent VoIP providers offer additional continuity features that can help reduce the impact of power outages. For example, calls can often be automatically redirected to a mobile phone if the broadband connection becomes unavailable. Some providers also support mobile apps that allow users to make and receive calls using their home phone number over mobile data or Wi-Fi.
These features can provide an extra layer of flexibility, helping households remain reachable even when their home networking equipment is offline.
Another issue frequently raised by customers moving to EE Digital Home Phone or any digital phone service is uncertainty around keeping an existing landline number. For many households, a home phone number may have been in use for decades and is often shared with family, friends, healthcare providers and other important contacts.
A common complaint is confusion about the number transfer process, particularly when switching broadband providers or moving from a traditional landline service. Some customers are unsure whether their number can be transferred to another provider in the future, while others worry that changing services could result in the permanent loss of a long-held family number.
In many cases, the concern stems from a lack of clear information about number porting and the steps required to complete the process successfully.
If you want to keep your existing landline number, there are several precautions worth taking:
Following these steps can significantly reduce the risk of transfer problems and help ensure a smoother migration.
Many dedicated VoIP providers specialise in number porting and regularly handle transfers from major UK telecom providers. Because number portability is a core part of their service, they often have established processes for moving numbers between networks and can provide guidance throughout the transfer. This can offer reassurance to customers who want to preserve a long-standing phone number while gaining access to a more flexible digital phone service.
Call quality issues are among the most common complaints reported by users of EE Digital Home Phone and other broadband-based phone services. While many customers experience clear and reliable calls, others have reported problems such as choppy audio, delays during conversations, echoing on calls and intermittent disconnections.
These issues can be frustrating, particularly when they occur during important conversations. In some cases, callers may notice that voices sound distorted or robotic, while others experience a noticeable delay between speaking and hearing a response. Some users also report calls dropping unexpectedly despite their phone service appearing to be connected.
Because EE Digital Home Phone relies on a broadband connection, call quality is often influenced by factors beyond the phone service itself. Network congestion, Wi-Fi interference, broadband faults and router performance can all affect the quality of voice calls.
Before assuming there is a fault with the phone service, it’s worth carrying out some basic troubleshooting:
These simple steps can often resolve temporary call quality problems.
Some customers who experience ongoing call quality concerns choose to explore specialist VoIP providers. One advantage of independent VoIP services is that users are often able to choose from a wider range of hardware, including dedicated VoIP phones, adapters and softphone applications. Rather than being tied to a single provider ecosystem, customers may have greater flexibility to optimise their setup, network configuration and devices to suit their individual requirements.
While EE Digital Home Phone provides a straightforward way to replace a traditional landline, some customers discover that it doesn’t always offer the level of flexibility they expected from a modern digital phone service. This is particularly true for households that have more advanced calling requirements or want to use their phone service across multiple devices and locations.
Common complaints include wanting incoming calls to ring on both a mobile phone and a home handset at the same time, the need to use phones in different properties, or a desire to have additional phone numbers for family members or specific purposes. Some users also look for greater control over how calls are routed and managed, especially if they spend time away from home.
For customers accustomed to the simplicity of a traditional landline, these requirements may not be important. However, those seeking a more flexible communications setup may find the available options somewhat limited.
Before considering alternative services, it’s worth reviewing the features already included with your EE Digital Home Phone package:
In some cases, existing features may provide a suitable workaround.
Dedicated VoIP providers are often designed with flexibility in mind and may offer features that go beyond a standard digital home phone service. Depending on the provider, these can include:
For households looking for a more customised phone system, these features can provide greater convenience and control while still retaining the familiarity of a home phone number.
One of the biggest concerns surrounding the move to EE Digital Home Phone and other digital voice services is whether existing equipment will continue to function correctly after the transition. While standard telephones often work without issue when connected properly, some specialist devices can experience compatibility problems.
Common complaints involve alarm systems, Careline and telecare devices, fax machines and older cordless phone systems. Many of these products were originally designed to operate over the traditional analogue telephone network and may not perform as expected when connected to a broadband-based phone service.
For example, some monitored alarm systems rely on analogue signalling that may not be fully compatible with digital voice technology. Similarly, certain telecare devices used by elderly or vulnerable individuals may require testing to ensure they can continue contacting monitoring centres. Fax machines can also be unreliable over VoIP connections, while older cordless phones may require specific adapters or updated configuration.
If you use any specialist equipment alongside your phone line, it is important to verify compatibility before relying on the service:
Taking these steps can help identify potential issues before they become critical.
Customers with specialist equipment sometimes choose dedicated VoIP providers because they can offer more tailored guidance based on individual requirements. Depending on the equipment involved, a provider may be able to recommend suitable adapters, alternative connection methods or replacement solutions designed to work more reliably with modern digital phone services. This can be particularly valuable for households that rely on alarm systems, telecare devices or other essential communications equipment.
For many households, EE Digital Home Phone provides a straightforward way to move from a traditional landline to a digital phone service. However, some users find that they require additional features, greater flexibility or more control than is typically available through a bundled broadband phone package. As a result, some choose to explore dedicated VoIP (Voice over Internet Protocol) providers instead.
One of the main attractions of independent VoIP services is the ability to choose how and where calls are made. Depending on the provider, customers may be able to use a range of devices including traditional handsets connected through adapters, dedicated VoIP desk phones, smartphone apps and computer-based softphones.
This flexibility can make it easier to stay connected both at home and while travelling, without being restricted to a single router or location.
Dedicated VoIP platforms often provide additional call management features that appeal to users looking for a more customised setup. These may include:
For households with more complex requirements, these tools can provide greater control over how calls are received and managed.
Keeping an existing phone number is often a major priority when switching services. Many VoIP providers regularly handle number transfers from major UK telecom providers and are experienced in managing the porting process.
In addition, because the phone number is typically separate from the broadband provider, customers may find it easier to switch broadband services in the future without affecting their phone number.
Depending on calling habits and feature requirements, some households may find that dedicated VoIP services offer lower monthly costs than traditional phone packages. Many providers offer a choice of plans, allowing customers to select a package that more closely matches their usage.
VoIP services are designed to work across a variety of modern internet connections, including full fibre (FTTP), 5G broadband and satellite services such as Starlink. This means users can often retain the same phone service even if they change broadband technologies in the future.
For households wanting more flexibility than a bundled broadband phone service, providers such as Plexatalk offer residential VoIP services with features including number porting, call forwarding, voicemail-to-email and support for existing handsets. These services can provide an alternative option for customers looking for greater control over their home phone setup while preparing for the UK’s ongoing transition to digital telephony.
One of the most common causes is that the phone has been connected to the old wall socket instead of the phone port on the EE Smart Hub. Restarting the router, checking all cables and confirming that the service has been activated can often resolve the issue. If problems continue, EE may need to check the provisioning status of the line.
Unlike traditional analogue landlines, EE Digital Home Phone relies on powered equipment such as your router and broadband connection. If there is a power outage, the service may stop working unless backup power arrangements are in place. Many customers keep a charged mobile phone available for emergencies.
Poor call quality can sometimes be caused by broadband issues rather than the phone service itself. Slow broadband speeds, Wi-Fi interference, network congestion and router faults can all contribute to choppy audio, delays or dropped calls. Restarting the router and checking for broadband faults are good first troubleshooting steps.
For many customers, EE Digital Home Phone provides a straightforward way to transition from a traditional landline to a modern digital phone service. While most users experience a smooth migration, some have reported issues ranging from setup difficulties and call quality problems to concerns about power cuts, equipment compatibility and number transfers.
The good news is that many of these problems can often be resolved through simple troubleshooting steps such as checking router connections, restarting equipment, verifying service activation and confirming device compatibility. Understanding how digital phone services work can help avoid many of the common issues reported during the transition.
However, every household has different requirements. Customers who want greater flexibility, more advanced calling features or increased control over their phone service may wish to compare alternative VoIP providers before making a long-term decision. Features such as mobile app support, simultaneous ringing, advanced call forwarding and flexible hardware options may be important considerations depending on how the service will be used.
Before choosing a provider, it is worth reviewing available features, pricing, support options and number portability policies to ensure the service meets your needs both now and in the future.
If you’re exploring alternatives, consider comparing residential VoIP services and the features they offer. Providers such as Plexatalk Residential VoIP allow customers to keep their existing landline number while gaining access to additional features such as voicemail-to-email, call forwarding, support for existing handsets and flexible digital calling options designed for modern broadband connections.
If you’re an EE customer with a traditional landline, you may have recently received a letter or email explaining that your phone service is being moved to Digital Home Phone. This is part of the UK’s nationwide switch-off of the old copper telephone network, which is affecting millions of households across the country.
Many customers assume that because EE is moving them to Digital Home Phone, they must continue using EE for their home phone service. However, that’s not actually the case.
What many people don’t realise is that EE Digital Home Phone is itself a VoIP (Voice over Internet Protocol) service. Instead of calls travelling over the old analogue phone network, they are carried over your broadband connection using internet technology.
This raises an important question: if you’re moving to VoIP anyway, should you simply accept EE’s Digital Home Phone service, or would an independent VoIP provider be a better fit?
In this guide, we’ll explain how EE Digital Home Phone works, how it compares to independent VoIP providers, and what factors you should consider before deciding who should provide your home phone service after the landline switch-off.
EE Digital Home Phone is EE’s replacement for the traditional landline service. Instead of phone calls travelling over the old copper telephone network, calls are carried over your broadband connection using internet technology.
This type of service is known as VoIP (Voice over Internet Protocol). While the name “Digital Home Phone” may sound like a completely new product, it’s simply EE’s version of a VoIP phone service.
For most customers, the transition is designed to be straightforward. Your existing phone number can usually be retained, meaning friends, family and organisations can continue contacting you on the same number you’ve always used. Depending on your broadband equipment and home setup, you may also be able to continue using your existing telephone handset. In some cases, the phone plugs directly into your router, while other setups may require an adapter.
One of the reasons for this change is the UK’s nationwide switch-off of the analogue phone network. As copper-based telephone lines are retired, providers such as EE are moving customers onto digital services that work over broadband instead.
The important thing to understand is that EE Digital Home Phone is a VoIP service provided by EE. The technology behind it is the same technology used by many independent VoIP providers. This means customers are not choosing between “landline” and “VoIP” — they are choosing which VoIP provider they want to use.
VoIP stands for Voice over Internet Protocol. In simple terms, it is a technology that allows phone calls to be made and received over an internet connection rather than through the traditional copper telephone network.
As the UK’s analogue phone network is being retired, VoIP is becoming the standard way for home and business phone services to operate. Whether you use EE Digital Home Phone or another provider, your calls are ultimately being carried over broadband using VoIP technology.
This is an important point because many people assume EE Digital Home Phone is a unique technology. In reality, it uses the same underlying principles as other VoIP services available in the UK.
The biggest differences are not usually the technology itself, but the provider behind it. Different VoIP providers offer different pricing structures, features, levels of flexibility and support options. Some services are closely tied to a specific broadband provider or router, while others allow you to use a wider range of equipment and internet connections.
For most customers, the question is not whether to use VoIP—it is which VoIP provider offers the features, pricing and flexibility that best suit their needs.
When comparing EE Digital Home Phone with an independent VoIP provider, one of the biggest considerations is cost. While both services use VoIP technology, the way they are packaged and priced can differ significantly.
EE’s Digital Home Phone service is offered alongside its broadband products and is available with a choice of calling plans. At the time of writing, EE’s published Digital Home Phone tariffs are:
| EE Digital Home Phone Plan | Monthly Price |
|---|---|
| Pay Per Call | £5.73 |
| 700 Minutes | £9.18 |
| Unlimited Minutes | £20.66 |
| Unlimited Minutes & International | £25.24 |
Customers on the Pay Per Call plan are charged separately for calls, with EE’s current tariff guide showing calls to UK mobile numbers at 29.58p per minute. Other call charges may apply depending on the number called.
By comparison, independent VoIP providers often offer a wider range of minute allowances designed to suit different levels of usage. For example, Plexatalk’s residential VoIP plans currently include:
| Plexatalk Plan | Included Minutes | Monthly Price |
|---|---|---|
| Micro | 100 minutes | £4.00 |
| Basic | 250 minutes | £6.00 |
| Standard | 500 minutes | £10.00 |
| Unlimited | Unlimited* | £12.50 |
*Subject to a fair usage policy of 2,000 minutes per month. Additional UK landline calls are charged at 2p per minute and UK mobile calls at 5p per minute. Free number porting is included.
One factor many people overlook is how little they actually use their home phone. While some households spend hours on the phone every month, others only make occasional calls to family members, healthcare providers, tradespeople, or delivery companies. In these cases, paying for a large inclusive calling package may not always represent the best value.
Independent VoIP providers often allow customers to start with a smaller package and move to a larger plan if their usage increases. This flexibility can make it easier to match monthly costs to actual usage rather than paying for allowances that may never be fully used.
Ultimately, there is no single “best” option for everyone. Heavy callers may prefer an unlimited package, while light users may benefit from a lower-cost plan with a smaller minute allowance. The key is understanding your calling habits and choosing a package that reflects how you actually use your home phone.
Disclaimer: Prices were correct at the time of writing and may change. Always check the latest tariffs and terms directly with the provider before making a purchasing decision. See EE pricing here and Plexatalk pricing here.
For many households, EE Digital Home Phone will provide everything they need. However, some customers choose an independent VoIP provider instead. The reasons are often less about call quality—which is generally similar across modern VoIP services—and more about flexibility, control, and how the service fits into their long-term plans.
One of the biggest advantages of using an independent VoIP provider is that your phone service becomes separate from your broadband provider.
Traditionally, landline numbers were closely tied to the company providing your phone line. With VoIP, your telephone number can be hosted independently and work over almost any broadband connection.
This can make future broadband switching much simpler. If you decide to move from EE to another broadband provider in the future, your phone service does not necessarily need to change. Your number can remain active with the same VoIP provider while your broadband service is switched separately.
For customers who like to shop around for the best broadband deals, this separation can provide additional flexibility and reduce the risk of accidentally disrupting their phone service when changing internet providers.
For many users, hardware flexibility is one of the most significant differences between ISP-provided phone services and independent VoIP providers.
Some broadband providers operate tightly controlled VoIP platforms that are designed to work only with their own routers and equipment. In some cases, SIP credentials are not provided to customers, making it difficult or impossible to use third-party devices.
This can limit your options if you want to use your own hardware or configure a more advanced setup.
Independent VoIP providers often offer much greater flexibility. Depending on the provider, you may be able to use:
This gives customers more control over how and where they use their phone service. Some people simply want to keep their existing handset, while others may want calls to ring on multiple devices or be accessible when away from home.
Many customers have had the same landline number for years, or even decades. Family members, friends, healthcare providers, banks and utility companies may all have that number on record.
By hosting your number with a dedicated telephony provider, you gain more direct control over it. If you later decide to change broadband providers, upgrade your internet connection, or move house, your phone number can often remain completely unaffected.
This separation can reduce the complexity of future migrations and make it easier to move between providers without worrying about losing an important number.
Another reason some customers choose independent VoIP providers is access to additional features that may not be included with every ISP phone service.
Common examples include:
For some households these features may not be important, but for others they can significantly improve how the phone service works day to day.
Cost is often another factor, particularly for customers who make relatively few calls.
Many households now use their mobile phone as their primary way of communicating and only keep a home phone for occasional use, emergencies, deliveries, appointments, or calls from family members.
In these situations, a smaller VoIP package may be sufficient. Rather than paying for large inclusive allowances, customers can choose a plan that more closely reflects their actual usage and upgrade if their needs change in the future.
As with any service, the best value depends on how you use it. However, for customers looking for flexibility, hardware choice, and the ability to separate their phone number from their broadband provider, independent VoIP services are often worth considering alongside EE Digital Home Phone.
While independent VoIP providers offer additional flexibility, there are also several good reasons why some customers choose to remain with EE Digital Home Phone.
One of the biggest advantages is simplicity. Your broadband and phone service are managed by the same provider, which means there is only one company to deal with, one monthly bill, and a single point of contact if you need support.
For many customers, this convenience is highly appealing. There is no need to research alternative providers, arrange number ports, or configure additional equipment. EE handles the migration to Digital Home Phone as part of the wider move away from the traditional copper telephone network, making the process relatively straightforward for existing customers.
Another benefit is familiarity. Customers who have been with EE for many years may already be comfortable using EE’s customer support channels, online account management tools, and billing systems. Remaining with a provider you already know and trust can provide peace of mind, particularly for those who are less confident with technology.
EE’s Digital Home Phone service is also designed to integrate closely with EE broadband products, which can reduce setup complexity compared to some third-party solutions.
Ultimately, there is no right or wrong choice. For customers who value flexibility, hardware choice, and separation from their broadband provider, an independent VoIP service may be attractive. However, for those who simply want a phone service that works with minimal effort and is managed alongside their broadband, staying with EE can be a perfectly sensible option.
For many households, that convenience alone may be worth paying for.
Yes—in most cases, you can keep your existing phone number if you decide to move from EE Digital Home Phone to another VoIP provider.
This process is known as number porting, and it allows your telephone number to be transferred from one provider to another. Number portability is protected by Ofcom regulations, which are designed to make it easier for customers to switch providers without losing a number they may have used for many years.
One common misconception is that a phone number becomes permanently tied to a particular provider once it has been moved to a digital phone service. In reality, most UK geographic landline numbers can be ported between providers, provided they are still active and eligible for transfer.
Another misconception is that if a provider says a number “cannot be ported”, the customer has no options. In practice, many numbers can be transferred successfully, although some ports may require additional checks or a different transfer process depending on the number’s history.
Every year, thousands of UK consumers and businesses move their phone numbers between providers. Many customers who switch from broadband-provider phone services to independent VoIP providers are able to retain the same number throughout the process.
If keeping your existing number is important, it is always worth checking portability with the new provider before making any changes to your current service.
By this point, it’s clear that both EE Digital Home Phone and independent VoIP providers use the same underlying technology. The question is not which technology is better, but which approach best suits your needs.
EE Digital Home Phone is often a good choice for customers who value simplicity above all else.
You may prefer to stay with EE if:
For many households, convenience is the most important factor. If your phone service is simply something you expect to work without requiring any additional configuration or management, EE’s bundled approach may be the most suitable option.
Independent VoIP services are often attractive to customers who want greater flexibility and control.
You may wish to consider an independent VoIP provider if:
For these users, an independent VoIP provider can offer greater freedom over how the service is configured and used, while making it easier to move broadband providers without affecting the phone service.
Ultimately, the right choice depends on your priorities. If convenience and simplicity matter most, EE may be the better fit. If flexibility, control, and customisation are more important, an independent VoIP provider is well worth considering.
EE Digital Home Phone and independent VoIP providers are ultimately built on the same core technology: Voice over Internet Protocol (VoIP). Both allow you to make and receive calls over your broadband connection rather than the UK’s retiring copper telephone network.
The real differences lie in pricing, flexibility, equipment choice, and how closely your phone service is tied to your broadband provider. For some customers, the convenience of having broadband and phone services managed by a single provider will make EE Digital Home Phone the obvious choice.
For others, an independent VoIP provider may offer greater value. Lower-cost packages, the ability to use your own hardware, advanced calling features, and the freedom to keep your phone service separate from your broadband can all be attractive benefits.
There is no one-size-fits-all answer. The best option depends on how you use your home phone and what matters most to you. However, it’s important to remember that when moving to a digital phone service, you are not limited to your broadband provider’s offering. Independent VoIP providers such as Plexatalk are also available and may be worth considering before making your decision.
In many cases, yes. Many customers choose to keep their broadband service with EE while moving their home phone number to an independent VoIP provider. This allows the phone service to operate separately from the broadband connection.
Yes. EE Digital Home Phone uses VoIP (Voice over Internet Protocol) technology to make and receive calls over your broadband connection rather than the traditional copper telephone network. While EE markets the service as Digital Home Phone, it is fundamentally a VoIP service.
Usually, yes. Most UK geographic phone numbers can be transferred between providers using a process known as number porting. It’s always best to check with your chosen provider before making any changes to your existing service.
It depends on how many calls you make. Customers who only use their home phone occasionally may find that smaller VoIP packages offer better value than larger inclusive calling plans. Heavy callers may prefer unlimited packages. Comparing your typical monthly usage is the best way to determine which option is most cost-effective.
With the UK PSTN switch-off now less than a year away, millions of households are looking for a replacement for their traditional landline. Residential VoIP providers offer a flexible alternative, allowing you to keep your phone number, reduce costs and make calls over your broadband connection.
As the traditional phone network (PSTN) gets phased out, more households are discovering how easy and affordable it is to make calls over the internet. That’s where home VoIP (Voice over Internet Protocol) comes in — a modern phone solution that lets you make and receive calls using your broadband connection instead of old copper lines.
Choosing the right residential VoIP provider makes all the difference. You’ll want one that delivers reliable call quality, helpful UK-based support, transparent pricing, and the right mix of features — from call forwarding and voicemail to mobile apps and number porting.
In this guide, we compare some of the top UK residential VoIP providers — including Plexatalk, Voipfone, Andrews & Arnold (A&A), Phonely, Vonage, and more — to help you find the perfect fit for your home.
Before diving into detailed reviews, here’s a quick at-a-glance look at how the UK’s leading residential VoIP providers stack up on pricing, features, and best use cases.
| Provider | Monthly Price | Minutes Included / Structure | Over-Usage / Fair Use | Contract / Cancellation | Best For |
|---|---|---|---|---|---|
| Plexatalk | £4 / £6 / £10 / £12.50 | 100 / 250 / 500 / Unlimited (2,000-min fair use) | 2p/min landlines, 5p/min mobiles beyond allowance | No contract – monthly rolling | Best Value Families & home users |
| Voipfone | £6 / £9 / £14 | 100 / 300 / Unlimited UK minutes | Additional charges for some premium features | No contract – flexible monthly plans | Most Features Power users |
| A&A (Andrews & Arnold) | ~£1.80/month + usage | Pay-as-you-go | Typically around 1.5p/min for UK landlines | No fixed term – fully flexible | Technical Low-usage & tech-savvy users |
| Phonely | ~£11.97/month | Unlimited (fair-use policy applies) | Subject to fair-use limits | 12-month minimum term | Unlimited Calls Frequent callers |
| Vonage | From £6.99/month | 1,000 UK landline minutes | Additional charges apply beyond allowance | 12-month contract | Established Brand Brand-conscious households |
A low-cost, UK-focused VoIP option that’s simple to set up and flexible with monthly rolling contracts.
Combines a strong feature set with flexible, no-commitment plans ideal for most households.
Transparent, usage-based billing that appeals to technically minded users.
An affordable, all-in-one option offering the feel of unlimited calling with fair-use protection.
Why it stands out: A well-known name offering premium features, high reliability, and flexible plans.
Many people looking for a landline replacement start by asking a simple question: what is the cheapest VoIP provider in the UK?
The good news is that residential VoIP services are often significantly cheaper than traditional home phone packages. While many broadband providers now charge extra for Digital Voice services, independent VoIP providers allow you to keep your phone number and only pay for the calling package you need.
For light users, the cheapest residential VoIP providers typically start at around £4 to £6 per month. These entry-level plans usually include a bundle of UK minutes and core features such as voicemail, caller ID and call forwarding.
If keeping costs as low as possible is your priority, it’s worth considering how many minutes you actually use each month. Many households make fewer calls than they did a decade ago and may find that a lower-cost package provides better value than paying for unlimited calls they rarely use.
Based on pricing at the time of writing, some of the cheapest residential VoIP providers in the UK include:
However, the cheapest VoIP provider is not always the best option. Factors such as UK-based support, number porting, call quality and ease of setup can be just as important as monthly price. For most households, the best value comes from balancing affordability with reliability and customer service.
If you’re replacing a traditional landline after the PSTN switch-off, it’s worth comparing both price and features before choosing a provider.
One of the biggest reasons people switch to VoIP is to keep their existing landline number after moving broadband provider, upgrading to Full Fibre, or preparing for the UK landline switch-off.
Fortunately, most residential VoIP providers support number porting, allowing you to transfer your existing landline number and continue using it just as you always have. Friends, family and businesses can keep calling the same number while your phone service moves to a modern digital platform.
When comparing VoIP providers for number porting, there are several factors to consider:
Some providers charge a fee to transfer your existing number, while others include porting as part of the service. If keeping costs low is important, it’s worth checking the transfer charges before signing up.
Many households want to continue using their existing cordless phones rather than purchasing new equipment. Providers that support VoIP adapters can often allow customers to keep using the handsets they already own.
For less technical users, provider support can make a huge difference. A provider that helps coordinate the number transfer process and equipment setup can reduce stress and minimise downtime.
One of the advantages of independent VoIP providers is that your phone number becomes separate from your broadband provider. This means you can switch broadband companies in the future without having to move your phone number again.
For customers whose main goal is keeping a long-held landline number, providers such as Plexatalk, Voipfone and A&A all offer number porting services. The best choice will depend on your budget, technical confidence and the level of support you want during the migration process.
With the PSTN switch-off approaching in January 2027, transferring your landline number to a VoIP provider is becoming one of the simplest ways to future-proof your home phone service while retaining the number you’ve had for years.
Support quality and responsiveness can make or break a VoIP experience, especially for home users who just want their phone to work.
Takeaway: Plexatalk, Voipfone, and A&A stand out for clearly UK-based, personable support — an important consideration for non-technical home users.
Few residential VoIP providers publish exact uptime statistics, but general reliability can be inferred from user experiences and technical transparency.
Takeaway: Voipfone and A&A are noted for transparency and reliability, while Plexatalk and Phonely offer solid everyday performance at home-user pricing.
Across public reviews and forums, a few clear patterns emerge:
Overall sentiment: UK-based providers tend to excel in customer contact and personal touch, while larger brands deliver more scale and polish.
Ease of installation is a major consideration for home users moving away from landlines.
Best for ease of setup: Voipfone and Phonely lead for simplicity, while Plexatalk provides a friendly middle ground with direct support. A&A is best suited to those comfortable with technical configuration.
Yes — in most cases, home VoIP is significantly cheaper than traditional BT landlines.
While a standard landline often costs £20–£30 per month before adding call charges, VoIP plans typically start from around £4–£6 per month, including a bundle of minutes. Because VoIP runs over your broadband, you’re not paying for a separate phone line, and calls (especially to other VoIP numbers) are often free or much lower in cost.
Absolutely. You can port your existing landline number to a VoIP provider so you don’t lose your familiar contact number.
The process usually takes a few days, and your provider will handle it with your current network. There may be a small one-time porting fee, but once it’s complete, you’ll be able to use your number from any VoIP phone or mobile app, anywhere in the UK (or even abroad).
VoIP doesn’t need much bandwidth — just a stable, reliable connection.
A single high-quality VoIP call typically uses 100–150 kbps (less than 0.2 Mbps), so even basic broadband or 4G can handle several calls at once. The key factor isn’t speed but stability: make sure your connection has low latency and minimal packet loss for the best audio quality.
For best results:
Aim for at least 2 Mbps upload and download if multiple people will be calling or streaming.
Use a wired connection or strong Wi-Fi signal for desk phones and adapters.
Yes — when configured correctly, VoIP is safe and secure.
Modern providers use encryption (such as TLS and SRTP) to protect your calls and credentials. It’s also worth enabling strong passwords on your VoIP devices and avoiding open public Wi-Fi for sensitive conversations.
Reputable UK providers, including Plexatalk, also monitor for fraudulent or unusual activity, helping prevent unauthorised use of your account.
For many years, Plusnet customers have enjoyed straightforward broadband packages, competitive pricing, and reliable service. That’s why many people have been surprised to learn that Plusnet is no longer offering traditional home phone services and is encouraging customers who still want a landline to move to EE instead.
While moving to EE may be the right choice for some households, others would prefer to stay with Plusnet. Whether it’s because you’re happy with your current broadband deal, want to avoid changing providers, or simply don’t see a reason to pay more for a bundled phone package, there is another option available which is why we wrote this guide on how to stay with plusnet an dkeep your landline number.
The good news is that you can keep your Plusnet broadband and retain your existing landline number by moving it to a VoIP (Voice over Internet Protocol) phone service. VoIP allows you to make and receive calls over your internet connection, often at a lower cost than a traditional landline, while keeping the phone number that friends, family, and businesses already know.
In this guide, we’ll explain why Plusnet customers are being asked to move, what alternatives are available, and how you can stay with Plusnet while keeping your landline number through Plexatalk.
But first, the short answer:
Can I stay with Plusnet and keep my landline?
Yes. Plusnet customers can usually keep their broadband service and transfer their existing landline number to a VoIP provider such as Plexatalk. The safest approach is to move your broadband to SoGEA first and then transfer your number.
The UK’s traditional telephone network is undergoing one of the biggest changes in its history. By January 2027, the Public Switched Telephone Network (PSTN) — the analogue phone system that has powered home and business landlines for decades — is scheduled to be switched off across the country. As part of this nationwide upgrade, copper-based phone services are being retired and replaced with modern digital alternatives that use broadband connections instead.
Because Plusnet is part of the BT Group, it has been affected by these changes. Rather than developing its own digital home phone service, Plusnet has chosen to stop providing traditional landline services and is encouraging customers who want to keep a home phone to move to EE, another BT Group brand. EE’s Digital Voice service allows customers to make and receive calls over their broadband connection, replacing the need for a traditional phone line.
From BT Group’s perspective, this approach simplifies its product offering and allows investment to be focused on fewer brands and platforms. However, for many Plusnet customers, moving to EE may not be the most attractive option. Some customers are happy with their existing Plusnet broadband package, while others may prefer Plusnet’s pricing, customer service, or contract arrangements.
The important thing to understand is that losing your traditional landline service does not automatically mean you must move your broadband to EE. There are alternative ways to keep your existing phone number while remaining a Plusnet broadband customer. By separating your broadband service from your phone service and moving your number to a VoIP provider, you can continue enjoying Plusnet broadband while retaining the number you’ve used for years.
Yes, you can stay with Plusnet and keep your existing phone number.
Many people assume that their broadband service and home phone service have to come from the same provider, but that’s no longer the case. Thanks to modern broadband technology, it’s now possible to separate the two services and choose the best provider for each.
Your broadband can remain with Plusnet, while your phone number is moved to a VoIP (Voice over Internet Protocol) provider. VoIP is simply a digital phone service that works over your internet connection rather than a traditional copper phone line. From a user’s perspective, it still functions much like a normal home phone service—you can make and receive calls, keep your existing number, and use compatible handsets or adapters.
This approach has become increasingly common as the UK’s traditional phone network is phased out. Thousands of households have already moved their landline numbers to VoIP services while keeping their preferred broadband provider.
For Plusnet customers who are happy with their broadband package and don’t want to move to EE, transferring their number to a VoIP provider can offer the best of both worlds: keeping the broadband service they know while retaining the phone number they’ve used for years.
SoGEA stands for Single Order Generic Ethernet Access, but don’t worry too much about the technical name. In simple terms, SoGEA is a broadband-only service that delivers internet access without requiring a traditional phone line.
Historically, most UK broadband services were linked to a copper telephone line. Even if you rarely used your home phone, your broadband was still dependent on the same infrastructure that provided your landline service. This is why broadband and phone services have traditionally been bundled together.
As the UK moves towards the nationwide PSTN switch-off, providers are increasingly moving customers away from these older phone-line-based services. SoGEA was introduced to support this transition by allowing broadband to be provided independently of a traditional landline.
For Plusnet customers, migrating to SoGEA can be an important step in keeping their broadband service while moving their phone number elsewhere. Once your broadband is delivered via SoGEA, there is no traditional phone service attached to the line, making it much easier to use a separate VoIP provider for your calls and phone number.
There are several benefits to SoGEA. The service is often simpler to manage, removes reliance on ageing telephone infrastructure, and is designed for the UK’s future digital network. Because there is no traditional phone service included, customers can choose a VoIP provider that best suits their needs rather than being tied to a specific phone package.
The main difference between SoGEA and traditional broadband is that a SoGEA connection is purely for internet access. Traditional broadband services are typically linked to a copper phone line and may include or support analogue telephone services. With SoGEA, your broadband remains in place, but any phone service is handled separately through a digital VoIP provider, giving you greater flexibility and control over your services.
For many Plusnet customers, the issue isn’t that they need a new phone solution—it’s that they’re perfectly happy with their existing broadband service and don’t see a reason to switch providers.
Plusnet has built a loyal customer base by offering straightforward broadband packages and competitive pricing. If your broadband is working well, moving to a completely different provider can feel like an unnecessary change. Some customers also have concerns about potentially higher monthly costs, new contract terms, or the hassle of learning a different system and managing services through a new provider.
Another consideration is flexibility. When your phone service is tied directly to your broadband provider, changing broadband companies in the future can become more complicated. By keeping broadband and phone services separate, you have greater freedom to shop around for the best broadband deals without affecting your phone number.
Cost can also be a factor. For example, EE’s entry-level Digital Home Phone service starts at around £5.73 per month on a pay-per-call basis, while unlimited UK calling packages can cost significantly more. In comparison, dedicated VoIP services such as Plexatalk offer plans from £4 per month including 100 minutes, with unlimited UK calling available from £12.50 per month. Features such as voicemail, caller ID, call forwarding, and number porting are also included as standard.
For customers who want to keep their Plusnet broadband, retain their existing number, and maintain maximum flexibility in the future, using an independent VoIP provider can be an attractive alternative to moving everything to EE.
prices correct as of 29th of May 2026 – prices taken from Plexatalk and EE
| Feature | EE Digital Home Phone | Plexatalk |
|---|---|---|
| Entry-level plan | £5.73/month (Pay Per Call) | £4/month including 100 mins |
| Unlimited UK calls | ~£20.66/month | £12.50/month |
| Keep existing number | Usually yes | Free porting included |
| Existing phone support | May require compatible setup | Optional adapter available |
| Router flexibility | Primarily EE hardware | Works with most routers |
| Change broadband provider later | Phone tied to EE | Number stays independent |
| Mobile/app flexibility | Limited EE ecosystem | Wider VoIP app/device support |
| Included features | Varies by package | Voicemail, caller ID & forwarding included |
| International calling | Extra plan required | Select destinations included |
Get started with Plexatalk today
If you’d like to stay with Plusnet but keep your existing landline number, the process is relatively straightforward. The key is making sure the timing is coordinated correctly so that your broadband remains active and disruption to your phone service is kept to a minimum.
The first step is to contact Plusnet and ask to be migrated to a SoGEA broadband service. This removes the traditional phone service from your line while allowing your broadband to continue working.
When arranging the migration, ask Plusnet to schedule the changeover date at least 7 days in the future. This gives enough time to organise the transfer of your phone number and ensure everything is prepared before the switch takes place.
Make a note of the agreed SoGEA activation date, as you’ll need this for the next step.
Once you have your confirmed SoGEA migration date, sign up with Plexatalk and submit a request to transfer your existing landline number.
During the signup process, let us know the date Plusnet has scheduled your move to SoGEA. This information is important because it allows us to plan the number transfer around the broadband migration and avoid unnecessary delays.
After receiving your port request, we’ll begin coordinating the transfer process behind the scenes.
Timing is critical because transferring a number too early could unintentionally affect the broadband service linked to the line. By knowing your planned SoGEA migration date in advance, we can prepare everything so the number transfer takes place at the appropriate time.
Our team will monitor the process and work with the relevant providers to ensure the transfer proceeds as smoothly as possible.
On the agreed date, Plusnet will move your broadband service to SoGEA.
Your broadband connection should remain active, but your traditional phone service will cease as part of the migration. At this point, your broadband and phone service are effectively separated, creating the ideal conditions for the number transfer to proceed.
In most cases, your existing phone number can be transferred to Plexatalk on the next working day after the SoGEA migration has completed.
Once the port is finished, you’ll be able to make and receive calls through your Plexatalk service while continuing to use Plusnet for your broadband. For most customers, this means only a short period without phone service—typically around one day—while the transfer is completed.
The result is the best of both worlds: you keep your Plusnet broadband, retain your long-established phone number, and gain the flexibility and cost savings of a modern VoIP service.
When transferring a landline number away from a traditional broadband and phone package, timing is one of the most important factors in the process.
This is because, on many older broadband services, the phone number and broadband connection are linked together. If a number is transferred to a new provider before the broadband service has been moved to SoGEA, the transfer can sometimes trigger the cancellation of the underlying line. In practical terms, that could mean your broadband service is unexpectedly disconnected when the phone number leaves the account.
This isn’t a problem with VoIP or number porting itself—it’s simply a consequence of how traditional broadband and telephone services have historically been delivered over the same infrastructure.
That’s why we recommend arranging your Plusnet migration to SoGEA first. Once SoGEA is active, your broadband service becomes a standalone broadband connection with no traditional phone service attached. At that point, the phone number can be transferred separately without risking the broadband connection.
By waiting until the SoGEA migration has completed and then transferring the number, the process becomes much safer and more predictable. It also helps minimise disruption, with most customers experiencing only a brief gap between the traditional phone service ending and their number becoming active on Plexatalk.
The good news is that this is a process we handle regularly. We understand the relationship between broadband migrations and number porting, and we’ll guide you through the timing requirements to help ensure everything happens in the correct order. By planning ahead and coordinating the transfer properly, you can keep your Plusnet broadband and your existing phone number with minimal hassle.
One of the most common concerns people have when moving from a traditional landline to VoIP is whether they’ll need to replace all of their existing phones. In most cases, the answer is no.
If you already have a cordless phone system or a standard home telephone that plugs into a phone socket, you can usually continue using it with a VoIP adapter. This small device connects to your broadband router and provides a traditional phone socket for your existing handsets.
For customers who want a simple plug-and-play solution, Plexatalk can supply a pre-configured Grandstream HT802 adapter for £50. The device arrives ready to use, allowing you to connect your existing phones with minimal setup required.
You’ll simply connect the adapter to your broadband router using an Ethernet cable and plug your phone into the adapter. Once connected, your calls will be handled over your internet connection rather than the old copper phone network.
Some Plusnet routers include a phone port, which can understandably lead customers to assume they can connect a phone directly. Unfortunately, these ports are typically designed for the provider’s own digital voice services and generally don’t support third-party VoIP providers such as Plexatalk.
The good news is that you don’t need to invest in expensive new equipment. For most households, an affordable VoIP adapter and your existing phones are all that’s required to continue using your home phone number.
Once your number has been successfully transferred to Plexatalk, day-to-day life is much the same as it was before—except your phone service is now running over your broadband connection rather than the old telephone network.
You’ll keep your existing landline number, so friends, family, and businesses can continue to contact you as normal. If you’re using a VoIP adapter, you can also continue using your existing home phones, meaning there’s no need to learn a new system or change the way you make and receive calls.
Many customers find that moving to VoIP can also reduce their monthly phone costs. Depending on the package you choose, you may benefit from inclusive call allowances and lower call charges compared to traditional landline services.
You’ll also gain access to modern phone features that are often included as standard. Plexatalk plans include features such as voicemail, caller ID, and call forwarding, helping you get more from your phone service without paying extra for add-ons.
Most importantly, your broadband remains with Plusnet throughout. You’ll continue using the broadband package you’ve chosen, while Plexatalk handles your phone service independently. This gives you the flexibility to keep the broadband provider you prefer while retaining complete control of your phone number.
Yes. If Plusnet moves your broadband service to SoGEA, you can usually transfer your existing landline number to Plexatalk without changing broadband provider. This allows you to keep your Plusnet broadband package while continuing to use your existing phone number.
The safest approach is to arrange your SoGEA migration with Plusnet first and then start the number porting process. Once your broadband has been moved to a broadband-only service, your phone number can be transferred to Plexatalk without risking your internet connection being cancelled.
Most number transfers are completed shortly after your SoGEA migration takes place. In many cases, customers are without their landline service for only one working day while the transfer is completed.
No. You do not need Full Fibre to use VoIP. Plexatalk works over most broadband connections, including SoGEA, FTTC fibre broadband, Full Fibre (FTTP), and many mobile broadband services. As long as you have a reliable internet connection, VoIP can be used as a replacement for a traditional landline.
Yes. Most customers can continue using their existing cordless DECT phones. By connecting a VoIP adapter to your broadband router, your existing handsets can work much like they did with a traditional landline.
For many households, VoIP can be a cost-effective alternative to EE Digital Voice. Because your broadband and phone services are separate, you have more flexibility over call plans and features while keeping your existing Plusnet broadband package.
Like EE Digital Voice and other internet-based phone services, VoIP relies on your broadband router and phone equipment having power. During a power cut, calls cannot usually be made or received unless you have a battery backup solution such as a UPS. Customers who rely on a phone line for emergencies should consider backup options before switching.
Looking to sign up to one of our VoIP packages or explore prices? See our VoIP for home page here.
If you’re wondering whether you can use your own router with EE Digital Home Phone, the short answer is: not fully.
EE’s Digital Home Phone service is closely tied to EE’s own broadband hardware. While you may be able to use a third-party router for internet access in some setups, EE’s digital voice service typically relies on EE’s Smart Hub and configuration systems to support a traditional home phone handset.
Without EE’s hardware, the main alternative is using EE’s mobile app for calls instead of a physical phone connected through your router. For many households, that means losing the simplicity of a normal cordless or desk handset setup.
This isn’t unusual among major broadband providers. Many UK ISPs now bundle digital voice services that are designed to work primarily within their own hardware ecosystem. The advantage is simplicity and support, but it can reduce flexibility for users who prefer custom networking equipment, mesh Wi-Fi systems, or advanced router features.
Independent VoIP providers take a different approach. Rather than locking phone services to a specific router, they usually allow you to use compatible routers, IP phones, adapters, and Wi-Fi systems from a wide range of manufacturers. That flexibility can make it easier to build a setup that suits your home or business without being tied to a single provider’s hardware.
EE Digital Home Phone is a digital voice service that works over your broadband connection instead of the old copper phone network. Rather than plugging your phone line directly into a traditional wall socket, calls are handled through internet-based voice technology, often referred to as VoIP (Voice over Internet Protocol).
In most cases, the service is designed to work alongside EE’s Smart Hub router. Compatible home phones connect either wirelessly to the hub or through the phone port built into the router itself. This setup allows EE to manage broadband and phone services together as part of a single integrated system.
For customers, this approach can make installation and support simpler. EE controls the router, firmware, and voice configuration, helping ensure the service works consistently without requiring manual setup.
However, it also means the phone service is closely tied to EE-managed hardware. Unlike some independent VoIP services, EE does not generally provide customers with open SIP credentials or manual VoIP configuration details. SIP credentials are the login details normally used to connect third-party routers, IP phones, or VoIP adapters directly to a phone service.
As a result, even if your broadband connection works through a third-party router, the Digital Home Phone feature itself may not function unless the EE Smart Hub remains part of the setup. For users who prefer advanced networking equipment or fully custom home networks, this can limit flexibility compared to standalone VoIP providers.
In many cases, yes — you can replace the EE router for your broadband connection. However, there’s an important catch: your EE Digital Home Phone service may no longer work correctly once the EE Smart Hub is removed.
For internet access alone, many third-party routers can work with EE broadband if they support the correct connection settings. Advanced users often choose their own router to improve Wi-Fi coverage, use mesh networking systems, gain more control over security settings, or access features not available on ISP-supplied hardware.
The challenge is the phone service.
EE’s Digital Home Phone platform is typically integrated directly into the Smart Hub. The router handles voice provisioning, authentication, and communication with EE’s systems behind the scenes. Because EE does not normally provide SIP credentials for manual setup, most third-party routers, VoIP phones, or adapters cannot connect directly to the service.
This means that replacing the router entirely may cause:
Some technically experienced users attempt partial workarounds. One common option is using the EE Smart Hub alongside another router in a double NAT setup. In this arrangement, the EE hub continues handling the phone service while a separate router manages most of the home network.
Another approach involves bridge mode or modem-only configurations where supported, although EE’s hardware options can be more limited compared to some broadband providers. In practice, bridge mode support is not always straightforward on ISP routers, and results can vary depending on the exact EE equipment and connection type.
While these setups can work, they often add complexity and may create issues with port forwarding, gaming, VPNs, or smart home devices due to the layered network structure.
For users who want complete freedom to choose their own networking hardware, an independent VoIP provider is usually the more flexible solution. Because the phone service is separate from the broadband router, you can typically use compatible routers, IP phones, ATA adapters, or mesh systems without being locked into a single ISP device.
For many households and small businesses, bundled digital phone services from broadband providers are convenient. Everything is managed in one package, with a single bill and a router that arrives preconfigured.
However, more users are starting to look at independent VoIP providers because they offer something many ISP-based phone systems do not: flexibility.
With an independent VoIP service, the phone line is usually separate from the broadband router itself. Instead of relying on a specific ISP hub, you can typically use any compatible networking equipment that suits your setup. That includes popular systems and brands such as UniFi, Asus, DrayTek, TP-Link, MikroTik, Netgear, and many others.
This gives users far more control over how their home or office network operates.
For example, many people now use mesh Wi-Fi systems to improve wireless coverage throughout larger homes. Others want advanced firewall controls, VPN support, VLANs, parental controls, traffic prioritisation, or business-grade reliability features that standard ISP routers may not offer. With an independent VoIP provider, you are generally free to choose the router and network hardware that best fits those needs without affecting your phone service.
Another advantage is simpler network design. Because the phone service is not tightly integrated into ISP hardware, users can avoid complicated double NAT setups or having to keep an ISP router connected solely for voice functionality. This can make installation cleaner and troubleshooting easier.
Independent VoIP services can also make switching broadband providers more straightforward. If your phone number and voice service are separate from your internet connection, changing ISP does not necessarily mean replacing your phone setup as well. In many cases, you can keep the same VoIP service, phone number, handsets, and internal configuration while simply changing the broadband connection underneath.
For businesses and more technical users, that flexibility can be especially valuable. It allows the network and phone system to evolve independently rather than being locked into a single provider ecosystem.
Providers such as Plexatalk are part of this more open approach to digital phone services, giving customers the ability to use compatible hardware and build a setup that works around their own requirements rather than around ISP limitations.
One of the biggest advantages of independent VoIP services is that they can work across a wide range of internet connections and networking setups.
Instead of relying on a specific ISP router, VoIP can usually be configured using your own compatible hardware. That might include a dedicated VoIP desk phone, a cordless handset connected through an ATA (Analogue Telephone Adapter), or even mobile and desktop apps that let you take calls over Wi-Fi or mobile data.
For users who still want a traditional home phone experience, ATA adapters are a popular option. These small devices allow standard cordless or wired phones to connect to a VoIP service through your existing router. Alternatively, IP phones can connect directly to the network and often include advanced features such as HD calling, call transfers, voicemail management, and multiple extensions.
Because the phone system is separate from the broadband provider, VoIP can work over almost any internet connection, including:
More advanced users can also fine-tune their network for better call quality. Features such as QoS (Quality of Service) can prioritise voice traffic to reduce interruptions or latency during calls, especially on busy networks. Some business-grade routers additionally support VLANs, allowing voice traffic to be separated from other devices for improved management and reliability, although this is optional for most home users.
This flexibility is one reason many people prefer independent VoIP setups when building modern home offices, custom networks, or business phone systems around their own router and Wi-Fi hardware.
| Feature | EE Digital Home Phone | Independent VoIP |
|---|---|---|
| Use your own router | Limited | Yes |
| Router flexibility | Primarily designed for the EE ecosystem | Works with most compatible routers |
| Phone service tied to broadband provider | Yes | No |
| SIP access and manual configuration | Generally restricted | Usually open and configurable |
| Use mobile and desktop apps | Limited options | Yes |
| Hardware choice | Mostly EE-managed hardware | Wide support for phones, adapters, and routers |
| Mesh Wi-Fi compatibility | May require workarounds | Typically straightforward |
| Use with UniFi, Asus, DrayTek, TP-Link, MikroTik | Not always fully supported for voice | Commonly supported |
| Keep phone service when switching ISP | Usually no | Usually yes |
| Advanced network control | Limited | High flexibility |
| Suitable for custom/business networks | Limited | Well suited |
| Traditional handset support without ISP router | Usually difficult | Commonly supported through ATA or IP phones |
For users who simply want an all-in-one broadband and phone package, EE’s Digital Home Phone may be perfectly suitable. However, users who want more control over their network, prefer premium router hardware, or plan to upgrade and change providers more frequently often find independent VoIP services more flexible in the long term.
Independent providers such as Plexatalk allow customers to separate their phone service from their broadband hardware, making it easier to build a setup around the router, Wi-Fi system, and devices they actually want to use.
You can usually use UniFi equipment with EE broadband for internet access, but EE Digital Home Phone may still require the EE Smart Hub to remain connected. This is because the phone service is typically provisioned and managed through EE’s own hardware rather than through open VoIP settings.
For broadband alone, possibly yes — depending on your setup and router compatibility. However, removing the EE Smart Hub entirely will often stop the Digital Home Phone service from working unless you switch to a separate independent VoIP provider.
In most cases, yes. EE’s digital phone service is heavily integrated into the EE router ecosystem, including voice configuration and authentication. Unlike open VoIP services, SIP credentials are not generally provided for third-party devices.
Yes. Independent VoIP services are usually designed to work with a wide range of compatible routers, VoIP phones, ATA adapters, and mesh Wi-Fi systems. This gives users much more flexibility compared to ISP-locked digital voice platforms.
Mesh Wi-Fi systems can work with EE broadband, but complications may arise if the EE Smart Hub is still required for the phone service. Some users run mesh systems alongside the EE router in a double NAT setup, while others use access point mode to simplify networking.
Often yes for broadband connectivity, provided the router supports the required connection settings. However, the EE Digital Home Phone feature itself may still depend on EE hardware remaining connected.
For users who want full router control, advanced Wi-Fi systems, VLANs, VPNs, or business-grade networking features, independent VoIP services are often more flexible because the phone service is not tied to ISP hardware.
For many households, EE Digital Home Phone will work perfectly well as part of a simple bundled broadband setup. If you’re happy using EE’s own router and keeping everything under one provider, the system is designed to be straightforward and easy to manage.
However, some users prefer more flexibility — especially if they already use advanced networking equipment, mesh Wi-Fi systems, or custom router setups. Because EE’s phone service is closely integrated with its own hardware, using third-party routers can sometimes introduce limitations or additional complexity.
Independent VoIP services such as Plexatalk offer a different approach. Your phone service stays separate from your broadband provider, allowing you to use a wider range of routers, VoIP apps, adapters and networking hardware without being locked into one ecosystem.
For users who want more control over their setup, easier provider switching in future, or the ability to keep their landline independent from their broadband connection, standalone VoIP can be a more flexible long-term solution.
You can signup for our home VoIP today here.
EE 5G Broadband gives you fast home internet without needing a traditional phone line or engineer-installed fibre connection. Instead of using the old copper network, EE’s 5G router connects wirelessly to the mobile network, making it a popular option for homes looking for quicker setup and more flexible broadband.
But one question many people ask before switching is:
“Can you keep your landline when switching to EE 5G Broadband?”
In most cases, yes — you usually can.
While EE 5G Broadband itself doesn’t include a traditional analogue landline, you can keep your existing home phone number by using VoIP (Voice over Internet Protocol). VoIP lets you make and receive calls over your broadband connection instead of the old telephone network.
EE does offer digital voice services in some broadband setups, particularly with Full Fibre packages, but many customers prefer using an independent VoIP provider instead. A standalone service such as Plexatalk can often be cheaper, more flexible, and easier to keep separate from your broadband provider long term.
That means if you later change broadband providers again, your landline number can usually stay exactly where it is.
You can also normally continue using your existing home phones with a simple adapter, avoiding the need to replace all your handsets.
If you’re looking for broader guidance on EE phone services and number porting, read our main guide: “Keep Your Landline When Switching to EE”.
In this guide, we’ll explain how landlines work with EE 5G Broadband, how VoIP replaces traditional phone lines, and how to keep your existing number without paying unnecessary line rental fees.
No — EE 5G Broadband does not include a traditional landline service.
Unlike older broadband connections that used a copper telephone line entering your property, EE 5G Broadband connects to the internet wirelessly using the EE mobile network. Your broadband is delivered through a 5G router rather than a phone socket, so there is no standard analogue phone line or PSTN (Public Switched Telephone Network) service included.
This is where some of the confusion comes from.
EE does offer a home phone service called Digital Home Phone, but this is primarily designed for EE’s fixed broadband and Full Fibre customers. Digital Home Phone uses VoIP technology to carry calls over a broadband connection and is typically connected through an EE Smart Hub router rather than a traditional wall socket.
EE 5G Broadband works differently.
With EE 5G Broadband, you’re effectively buying a wireless internet connection powered by the mobile network. The service focuses on providing fast internet access without requiring a landline, engineer visit, or fixed-line installation.
That doesn’t mean you have to give up your home phone number.
Many households moving to EE 5G Broadband choose to keep their existing landline by transferring it to a standalone VoIP provider. This allows them to continue using the same number while keeping their phone service separate from their broadband provider. In many cases, it can also be a more flexible and cost-effective solution than tying your phone service directly to a broadband package.
For customers who want the best of both worlds, EE 5G Broadband combined with an independent VoIP service can provide fast wireless internet alongside a fully functional home phone number.
Source note: This section is based on EE’s published information on Mobile Broadband, Fibre Broadband without a landline, and Digital Home Phone services, which confirms that EE’s 5G Home Broadband is a mobile broadband product rather than a traditional landline service.
Yes — in most cases, you can keep your existing landline number when switching to EE 5G Broadband.
This process is called number porting. It allows your current phone number to be transferred from your old provider onto a digital phone service, usually a VoIP provider or digital voice platform.
Landline numbers from major UK providers including BT, Sky, Virgin Media, TalkTalk, Vodafone and Plusnet can normally be ported without problems, provided the transfer is handled correctly.
One of the biggest mistakes people make is cancelling their old phone line too early.
If your current broadband or phone service is fully cancelled before the number transfer completes, your landline number could potentially be lost and become unavailable to recover. That’s why it’s important to keep the service active until the port has successfully finished.
Some customers moving to EE may choose to use EE’s own Digital Home Phone or Digital Voice services where available. Availability can depend on the specific EE broadband package and hardware setup, so it’s worth checking directly with EE what phone options are supported with your service.
Others prefer using an independent VoIP provider such as Plexatalk, particularly if they want to compare pricing, keep their number separate from their broadband provider, or continue using the same phone setup even if they switch internet providers again later.
In many cases, standalone VoIP services can also provide additional flexibility such as mobile apps, call forwarding, and wider hardware compatibility.
As long as the process is handled in the correct order, keeping your existing landline number is normally straightforward.
VoIP — short for Voice over Internet Protocol — allows you to make and receive phone calls using your internet connection instead of a traditional copper telephone line.
Rather than relying on the old PSTN network, your calls are converted into digital data and carried over your broadband connection. With EE 5G Broadband, that means your phone service runs through your 5G router using the mobile network connection already powering your internet.
In practice, using VoIP often feels exactly like using a normal home phone — just with far more flexibility behind the scenes.
VoIP works well with EE 5G Broadband because the service is entirely internet-based. As long as your 5G connection is stable, your phone number can work almost anywhere.
There are several ways to use VoIP with an EE 5G setup:
For many households, the easiest option is simply connecting their current DECT cordless phones through a small adapter, allowing them to continue using familiar handsets around the home.
Independent VoIP services such as Plexatalk have also been widely tested with modern EE-compatible routers and 5G broadband hardware. Because VoIP is provider-independent, the phone service itself isn’t tied directly to EE.
That creates a more future-proof setup.
If you later change broadband providers, move house, switch to full fibre, or even use a backup internet connection, your phone number can usually remain exactly the same. Your VoIP service simply reconnects through the new internet connection.
This is one reason many people now prefer standalone VoIP over traditional bundled landline services. Instead of your number being attached to a specific broadband contract, it becomes portable, flexible, and usable across multiple devices and locations.
For households that still value their landline number, VoIP provides a modern alternative that works naturally alongside EE 5G Broadband.
For many households, EE’s own digital phone services will work perfectly well alongside their broadband package. If you prefer having broadband and phone services bundled together under one provider, EE’s setup can be a convenient option.
But it’s not the only way to keep a home phone number.
An increasing number of people now choose independent VoIP providers instead — not because EE’s service is “bad”, but because standalone VoIP can offer more flexibility and, in many cases, lower ongoing monthly costs.
The biggest difference is that independent VoIP separates your phone number from your broadband provider.
With traditional bundled services, your home phone is often closely tied to your broadband account and router setup. Independent VoIP works differently. Your number exists independently over the internet, meaning you can usually change broadband providers later without needing to move your phone number again.
For households using EE 5G Broadband, that flexibility can be particularly useful.
If you later switch to full fibre, move house, use a backup broadband connection, or change providers entirely, your VoIP service can normally continue working with minimal disruption. In most cases, you simply reconnect your adapter, app, or VoIP handset to the new internet connection.
Many standalone VoIP providers also support a wider range of hardware and features, including:
For some people, this creates a much more portable and future-proof phone setup than the traditional “landline attached to broadband” model.
Cost can also play a role.
EE phone services are generally sold as part of a broadband bundle, while independent VoIP providers often offer simpler standalone monthly pricing. Depending on the features and call usage you need, this can sometimes work out cheaper over time.
Here’s a general comparison between the two approaches:
| Feature | EE Phone Option | Independent VoIP |
|---|---|---|
| Keep existing number | Yes | Yes |
| Works independently of EE broadband | No | Yes |
| Use mobile or desktop apps | Limited | Yes |
| Easier to switch broadband later | More limited | Usually easier |
| Use existing handsets | Sometimes | Usually |
| Router flexibility | Mainly EE hardware | Wider compatibility |
| Call forwarding features | Limited | Usually included |
| Typical monthly costs | Higher bundled pricing | Often lower |
For many users, the choice simply comes down to flexibility.
If you want everything under one provider, EE’s own phone options may suit you perfectly. But if you’d rather keep your landline independent, portable, and usable across different devices and broadband providers, standalone VoIP services such as Plexatalk can offer a more adaptable long-term solution without requiring major changes to how you use your home phone day to day.
| Feature | EE Digital Home Phone | Plexatalk |
|---|---|---|
| Entry-level plan | £5.73/month (Pay Per Call) | £4/month including 100 mins |
| Unlimited UK calls | ~£20.66/month | £12.50/month |
| Keep existing number | Usually yes | Free porting included |
| Existing phone support | May require compatible setup | Optional adapter available |
| Router flexibility | Primarily EE hardware | Works with most routers |
| Change broadband provider later | Phone tied to EE | Number stays independent |
| Mobile/app flexibility | Limited EE ecosystem | Wider VoIP app/device support |
| Included features | Varies by package | Voicemail, caller ID & forwarding included |
| International calling | Extra plan required | Select destinations included |
Pricing correct at time of writing.
In many cases, yes — you can usually continue using the home phones you already have with VoIP and EE 5G Broadband.
One of the biggest concerns people have when moving away from a traditional landline is whether they’ll need to replace all their existing handsets. Thankfully, most households can keep using their current setup with very little change.
Modern DECT cordless phone systems typically work well with VoIP services when connected through an ATA (Analogue Telephone Adapter). The adapter plugs into your EE 5G router and allows standard home phones to work over your internet connection instead of the old copper phone line.
That means your phones can continue working much as they always have:
Many corded phones can also work depending on the model and adapter being used.
For customers who want the simplest possible setup, Plexatalk offers a pre-configured plug-and-play Grandstream ATA adapter with two phone ports for £50. This allows many existing home phone systems to connect directly to VoIP without complicated configuration.
In most cases, setup simply involves connecting the adapter to your router and plugging your existing phone base station into it.
For households moving to EE 5G Broadband, this makes the transition to digital phone services feel far less disruptive. You keep the same number, continue using familiar handsets, and gain the flexibility of modern internet-based calling without having to completely replace your home phone system.
If you want to move to EE 5G Broadband without losing your existing landline number, the process is usually straightforward as long as everything is done in the right order.
The most important thing is not cancelling your old phone service too early.
Here’s how the process typically works:
Start by ordering your EE 5G Broadband service. When arranging the installation or delivery date, it’s a good idea to leave enough time for your landline number transfer to complete.
For customers using Plexatalk, number porting can sometimes take between 1–2 weeks depending on the provider and whether the number has been ported previously.
Do not cancel your current broadband or phone service manually before the transfer completes.
Your existing landline number needs to remain live during the porting process. Cancelling too early can sometimes result in the number being lost permanently.
Decide how you want to use your phone service after switching.
For example, you may want to:
Once you’ve signed up with your VoIP provider, submit your landline transfer request as early as possible.
With Plexatalk, customers are encouraged to provide their EE activation or switch date so the broadband installation and phone number transfer can be aligned as closely as possible.
It’s important to understand that port dates cannot usually be guaranteed immediately. The final transfer date normally needs to be confirmed by the losing provider and the original range holder for the number.
When your VoIP service becomes active, connect your phones, adapter, or mobile apps to your EE 5G router and internet connection.
Once the port completes, test inbound and outbound calls to ensure everything is working correctly.
In most cases, once the number transfer completes successfully, the old phone service linked to that number will automatically close with your previous provider.
Handled correctly, the switch is usually smooth and allows you to keep your long-standing home phone number while moving to EE 5G Broadband.
Yes — you can keep your existing landline number when switching to EE 5G Broadband. The number is usually transferred to EE’s digital voice or a VoIP or digital phone service using a process called number porting. The key thing is keeping your current line active until the transfer completes.
No. EE 5G Broadband is a wireless broadband service that uses the EE mobile network rather than a traditional copper telephone line. Your broadband is delivered through a 5G router, so there’s no standard PSTN landline included with the service.
Usually, yes. Most DECT cordless phones can continue working with VoIP services by using a simple ATA (Analogue Telephone Adapter). This allows your existing home phone system to connect through your broadband router instead of the old wall phone socket.
In most cases, you can keep your current number by moving it to a VoIP service, allowing you to continue using your home phone over your internet connection instead of the old copper network.
For many households, independent VoIP services such as Plexatalk offer a more flexible alternative to traditional bundled phone packages. Your number stays separate from your broadband provider, making it easier to switch internet services later without needing to move your landline again.
You can also usually continue using your existing cordless phones, while benefiting from modern features such as mobile apps, call forwarding and voicemail services.
For customers looking for a more future-proof setup with lower ongoing monthly costs and greater flexibility, standalone VoIP can be a practical long-term solution alongside EE 5G Broadband.
To learn more, browse our VoIP packages or read our main guide: Keep Your Landline When Switching to EE.
You can also browse and signup to our VoIP packages for home here.
With a lot of people signing up for VoIP, one of the most frequent questions we get asked is – Do You Need Fibre for VoIP?
VoIP (Voice over Internet Protocol) can work extremely well on many standard broadband connections, including FTTC (fibre-to-the-cabinet), standard home broadband, mobile broadband, and even some rural wireless connections. For most households, the key factor isn’t having the fastest broadband package available — it’s having a stable and reliable internet connection.
As the UK moves away from traditional copper landlines as part of the nationwide digital phone switch-off, more people are asking whether their current broadband is “good enough” for VoIP. The good news is that modern VoIP technology uses very little bandwidth. A typical voice call often requires less internet capacity than streaming music or browsing social media.
What matters most is connection consistency. A stable broadband connection with low dropouts will usually deliver far better call quality than an ultra-fast connection that suffers from interruptions or congestion.
That’s why modern home VoIP services like Plexatalk are designed to work across a wide range of broadband providers and connection types — helping customers keep reliable home phone service without needing to upgrade to expensive full fibre packages first.
VoIP stands for Voice over Internet Protocol. In simple terms, it’s a way of making phone calls over your internet connection instead of using traditional copper phone lines.
Rather than relying on the old analogue landline network, VoIP converts your voice into digital data and sends it securely over the internet. This is why VoIP is often referred to as a digital landline — it performs the same role as a traditional home phone service, but uses modern internet technology instead.
When you make a VoIP call, your voice is broken into tiny packets of data and transmitted almost instantly to the person you’re speaking with. Because this process is very efficient, phone calls actually use surprisingly little bandwidth.
In fact, a standard VoIP call usually uses less than 100 kbps (kilobits per second). To put that into perspective:
This means VoIP uses only a small fraction of the internet capacity most households already have available.
Because of this, VoIP does not automatically require ultrafast or full fibre broadband. Even basic broadband connections can often support excellent call quality, especially for households that mainly use the internet for everyday browsing, emails, and streaming.
Modern broadband routers are also designed to handle VoIP traffic easily. Many can prioritise voice calls automatically to help maintain clear audio quality, even while other devices are connected to the internet.
That’s why millions of homes across the UK are switching to digital landline services without needing major broadband upgrades. With the right setup and a stable connection, VoIP can work reliably on a wide range of broadband services.
Yes — VoIP can absolutely work without full fibre broadband.
While fibre broadband can improve overall internet performance, it is not a requirement for most home VoIP or digital landline services. In many cases, existing broadband connections are already more than capable of handling high-quality phone calls.
VoIP can work reliably on a wide range of internet connections, including:
This is because VoIP uses very little bandwidth compared to other online activities. A typical phone call only requires a small amount of internet capacity, meaning even older broadband connections can often support multiple calls at once without problems.
What matters far more than headline download speed is the quality and stability of the connection itself.
For example, a stable FTTC connection delivering 30–40 Mbps will usually provide excellent VoIP performance for a household. In contrast, a faster connection suffering from congestion, Wi-Fi issues, or frequent dropouts may actually produce worse call quality.
Upload speeds also play an important role, as VoIP sends your voice data in real time. Fortunately, even many basic broadband packages now provide more than enough upload bandwidth for reliable digital landline calls.
Modern routers are also much better at handling internet traffic than older equipment. Many can prioritise voice traffic automatically, helping maintain clear calls even when other devices are streaming, gaming, or downloading in the background.
For most UK households, the reality is simple: you probably do not need to upgrade to full fibre just to use VoIP.
Fibre broadband can certainly be beneficial — especially for larger households or heavy internet users — but for standard home phone usage, it is usually helpful rather than essential.
That’s why many customers are successfully moving to digital landline services like Plexatalk while keeping their existing broadband connection exactly as it is.
One of the biggest surprises for many people switching to VoIP is just how little internet speed phone calls actually require.
A typical high-quality VoIP or digital landline call usually uses around 0.1 Mbps (100 kbps) of bandwidth. That’s only a tiny fraction of what most modern broadband connections provide.
To put that into perspective, streaming a single HD Netflix programme can use 30–50 times more bandwidth than a VoIP phone call.
For most households, even standard broadband packages are easily capable of supporting everyday phone usage. The real difference comes when multiple people are using the internet heavily at the same time.
For example:
The key thing to understand is the difference between “can VoIP work?” and “what provides the best possible experience?”
In many cases, VoIP will work perfectly well without fibre broadband. However, faster and more stable connections can help if your household has lots of simultaneous internet activity.
| Usage Type | Recommended Connection |
|---|---|
| Single home phone | Standard broadband |
| Elderly relative/basic usage | ADSL or standard broadband |
| Multiple simultaneous calls | FTTC or better |
| Home working & video calls | FTTC or fibre |
| Heavy streaming/gaming household | Fibre preferred |
For the vast majority of homes, reliable broadband matters far more than chasing the highest possible speed package.
Although VoIP does not require full fibre broadband, there are situations where fibre can improve the overall experience.
The biggest advantage of fibre broadband is not simply faster phone calls — it’s better overall internet performance across the household.
For example, fibre can be particularly helpful in homes where:
In these situations, fibre broadband provides more capacity for the entire household, helping reduce congestion and maintain smooth performance during busy periods.
However, it’s important to remember that VoIP itself remains a very lightweight service. A phone call uses only a small amount of bandwidth compared to activities like 4K streaming, large downloads, or video conferencing.
That means many homes can still enjoy excellent digital landline call quality on standard broadband or FTTC connections without needing to upgrade immediately.
Think of fibre as something that improves the overall internet environment rather than something VoIP specifically depends on.
For households with lighter internet usage, existing broadband may already be more than sufficient. But for busy modern homes with lots of connected devices and heavy online activity, fibre can help deliver the smoothest and most consistent experience across everything — including VoIP calls.
Yes — in most cases, you can keep your existing landline number when switching to VoIP or a digital landline service.
This process is known as number porting. It allows your current phone number to be transferred from your old landline provider to your new VoIP provider, helping you keep the same number friends, family, and contacts already know.
For many households, this is one of the biggest concerns when moving away from traditional copper phone lines as part of the UK’s PSTN switch-off. Fortunately, modern VoIP services are specifically designed to make the transition as straightforward as possible.
You can often continue using your existing home phone handset too. By using a simple VoIP adapter, many traditional cordless phones and landline handsets can work exactly as they did before — just over your broadband connection instead of the old analogue network.
That means you still get the familiar “home phone” experience, while benefiting from modern digital calling features and future-proof technology.
Services like Plexatalk can help customers transfer their existing number, keep using their current phones, and move smoothly to digital calling without needing to completely change how they use their home phone service.
Switching from a traditional landline to VoIP can sound like a big change, so it’s completely normal for people to have questions or concerns before making the move.
The good news is that for most households, the experience is far simpler and smoother than they expect.
In most cases, no. Modern VoIP call quality is typically extremely clear — often clearer than older analogue landlines. As long as your broadband connection is stable, most users notice little to no difference when switching to a digital landline service.
Because VoIP uses modern audio technology, call quality can actually improve compared to ageing copper phone lines.
Unlike traditional landlines, VoIP depends on your internet connection, so calls will not work if broadband is completely unavailable.
However, there are several ways to stay connected. Many VoIP providers offer features such as:
For many households, forwarding calls to a mobile during an outage provides more than enough reassurance.
Usually not. Most modern VoIP systems are designed to be plug-and-play.
Many providers send preconfigured equipment that simply connects to your broadband router. In many cases, setup takes only a few minutes.
Not necessarily.
If you want to keep using your current home phone handset, a simple VoIP adapter (often called an ATA adapter) can allow your existing cordless or landline phones to continue working normally.
Of course, dedicated VoIP phones are also available, but many home users continue using the phones they already have without any issues.
For most people, switching to VoIP is far less disruptive than they initially expect — especially when supported by a provider experienced in helping customers move from traditional landlines to digital calling.
More households across the UK are now switching to VoIP and digital landline services as traditional copper phone lines are gradually being retired.
This nationwide change, often referred to as the PSTN switch-off, means older analogue landline networks are being phased out in favour of modern internet-based communication systems. As providers move customers away from copper lines, many homeowners are discovering that VoIP offers far more flexibility and value than traditional phone services ever did.
One of the biggest reasons people switch is cost. VoIP services are often significantly cheaper than traditional landlines, especially when combined with modern broadband packages. Many providers also include useful calling features that previously cost extra.
Modern digital landline services can offer features such as:
At the same time, VoIP still keeps the convenience many people want from a traditional home phone. You can usually keep your existing number, continue using familiar handsets, and make calls just as you always have — simply using your broadband connection instead of ageing phone lines.
For many households, services like Plexatalk provide a practical way to modernise home phone services without unnecessary complexity. Customers can move to digital calling, keep the reliability and familiarity of a home landline, and benefit from modern features designed around how people communicate today.
Despite what many people assume, you do not need full fibre broadband to start using VoIP or a digital landline service.
For most UK households, existing broadband connections are already more than capable of supporting high-quality phone calls. Whether you currently use ADSL, FTTC broadband, mobile broadband, or even some wireless and satellite connections, VoIP can often work perfectly well without major upgrades.
The most important factor is not having the fastest broadband package available — it’s having a stable and reliable internet connection.
Of course, fibre broadband can improve overall internet performance, especially in busy households with lots of streaming, gaming, and connected devices. But VoIP itself uses very little bandwidth, which means many homes can comfortably switch to digital calling without needing full fibre specifically.
As the UK continues moving away from traditional copper landlines through the PSTN switch-off, more people are discovering that switching to VoIP is often far simpler than expected. With the right provider and setup, you can usually keep your existing number, continue using familiar phones, and enjoy modern calling features with minimal disruption.
If you want to keep the simplicity of a home phone while preparing for the UK landline switch-off, Plexatalk’s VoIP for Home plans provide an easy way to move to digital calling without changing how you use your phone day to day.
Yes. In many cases, standard broadband is more than capable of supporting VoIP or digital landline services.
A typical VoIP call uses very little bandwidth compared to streaming TV, video calls, or gaming. As long as your internet connection is stable, even older broadband connections can often deliver excellent call quality.
Many UK households already have suitable broadband for VoIP without needing to upgrade to full fibre.
Yes, VoIP can work perfectly well over WiFi.
Most modern home VoIP setups connect through your broadband router wirelessly or via Ethernet cable. Many people use cordless phones, VoIP adapters, or mobile apps over WiFi every day without issues.
However, for the most reliable call quality, especially in larger homes, positioning your router well or using wired connections where possible can help improve stability.
Yes — fibre broadband is helpful, but it is not essential for reliable VoIP calling.
What matters most is having a stable internet connection with minimal dropouts or congestion. Many people successfully use VoIP on FTTC, ADSL, mobile broadband, and 4G or 5G connections.
In fact, some households notice better call quality after moving away from ageing copper landlines to modern digital calling.
Absolutely.
Many elderly users continue using VoIP exactly like a traditional home phone service. With the right setup, they can often keep their existing phone number and continue using familiar cordless or landline handsets.
For many families, the transition is barely noticeable day-to-day. Calls are still made and received in the normal way, just using broadband instead of the old phone network.
Features such as call forwarding, nuisance call blocking, and voicemail can also provide additional convenience and reassurance.
Usually, yes.
Many VoIP providers (including us) offer simple ATA adapters that allow traditional home phones and cordless handsets to work with digital landline services.
This means you often do not need to buy specialist VoIP phones or completely replace your existing setup.
For most users, installation is straightforward and designed to be plug-and-play.
Unlike traditional analogue landlines, VoIP services depend on both internet and power to operate.
If your router loses power, your VoIP service will usually stop working temporarily. However, there are several ways to stay connected during outages, including:
Call forwarding to a mobile phone
VoIP mobile apps over mobile data
Battery backup units (UPS)
4G or 5G backup broadband
Many households already rely heavily on mobile phones during power cuts, so having call forwarding enabled is often a simple and effective solution.
For many elderly parents and grandparents, the home phone is still an important part of daily life. It’s familiar, reliable, and often the easiest way for family and friends to stay in touch.
However, across the UK, traditional landlines are being phased out as part of the nationwide landline switch-off. This means the old copper phone network that millions of homes rely on will eventually no longer work in the same way. This raises the question – what is the best landline alternative for elderly parents?
For families, that can sound worrying. The last thing anyone wants is to force older relatives to learn complicated new technology or struggle with unfamiliar devices just to make a phone call.
The good news is that there are simple alternatives available that work almost exactly like a traditional landline. With the right setup, elderly parents can keep using a normal home phone, keep their existing number, and continue making and receiving calls just as they always have — without unnecessary stress or confusion.
Across the UK, the traditional landline network is being replaced with newer digital technology. For decades, home phones have relied on copper telephone lines, but these older systems are becoming harder and more expensive to maintain.
As part of the nationwide digital switchover, Openreach and major telecom providers are gradually retiring the old copper network and moving customers to internet-based phone services instead. This change is happening across the country, and by 2027, most homes will use digital phone services rather than traditional analogue landlines.
Many providers have already stopped installing new copper landlines altogether. In many areas, if someone moves house or changes provider, they may automatically be moved onto a digital phone service without even realising it.
While this upgrade brings benefits such as improved reliability and better call quality, it has also created uncertainty for many families — especially those with elderly parents or grandparents who have used the same type of home phone for years.
For many older people, the home phone is more than just a way to make calls. It’s an important part of everyday life and often their main connection to the outside world.
Elderly relatives may rely on their landline for:
Because of this, changing technology can feel stressful or overwhelming. Complicated apps, smartphones, or unfamiliar devices are often the last thing older relatives want to deal with.
That’s why finding a simple, reliable landline alternative is so important — ideally one that feels familiar and easy to use from day one.
For most elderly parents and grandparents, the best alternative to a traditional landline is a digital landline service using VoIP technology.
VoIP stands for Voice over Internet Protocol, which simply means phone calls are made through a broadband internet connection instead of the old copper phone network. While the technology behind it is modern, the experience for the person using the phone can remain almost exactly the same.
Calls still sound and behave like normal home phone calls. Elderly relatives can pick up the handset, dial numbers, and receive calls in the familiar way they always have — without needing to use mobile phones, apps, touchscreens, or complicated menus.
This is one of the biggest reasons why VoIP has become the preferred replacement for traditional landlines across the UK.
For many families, the biggest concern is whether elderly parents will need to learn new technology. Thankfully, in most cases, they won’t.
With a simple VoIP adapter, existing home phones can continue working just as before. That means older relatives can often keep:
This makes the transition much less stressful and helps maintain the comfort and routine that many elderly people rely on every day.
Instead of introducing unfamiliar devices, a VoIP setup is designed to work quietly in the background. Once installed, many people barely notice any difference at all apart from the fact the service now runs digitally.
For families supporting elderly relatives, this can provide real peace of mind. It allows parents and grandparents to stay connected safely and reliably, while avoiding the confusion that can sometimes come with modern technology changes.
The best landline alternatives are the ones that feel simple, dependable, and familiar — and that’s exactly why many families are now choosing digital VoIP home phone services.
One of the easiest ways to replace a traditional landline is by using a VoIP adapter.
A VoIP adapter is a small device that connects an existing home phone to a broadband router. Its job is to convert a standard telephone into a digital landline that works over the internet instead of the old copper phone network.
The setup is usually very straightforward. The adapter simply sits between:
Once connected, the phone works much like it always has. Calls can still be made and received in the normal way, but the service now runs digitally behind the scenes.
For elderly parents and grandparents, this is often the simplest and least disruptive option available.
One of the biggest challenges families face during the UK landline switch-off is avoiding unnecessary confusion for older relatives. Many elderly people are perfectly comfortable using their current home phone and may feel anxious about learning entirely new technology.
A VoIP adapter helps remove that worry.
There’s no need to learn how to use apps, smartphones, or internet calling systems. In most cases, the existing home phone continues to work exactly as before. The familiar handset stays the same, the phone number can remain unchanged, and the day-to-day experience feels just like a traditional landline.
This makes the transition much easier for elderly users because:
For many older people, that familiarity is incredibly important. Keeping routines simple and avoiding unnecessary changes can make a big difference to confidence and independence at home.
At Plexatalk, we understand that simplicity matters — especially when helping elderly parents or grandparents stay connected.
That’s why we can provide preconfigured VoIP adapters that are designed to be as easy as possible to install. In many cases, it’s simply a matter of plugging the adapter into the broadband router and connecting the existing phone handset.
There’s no complicated programming or technical setup required, making it ideal for families supporting elderly relatives remotely.
Whether you’re helping parents across town or grandparents living further away, a plug-and-play setup can make the move to digital landlines far less stressful for everyone involved.
One of the biggest concerns families often have is whether elderly parents or grandparents will lose their existing home phone number when switching away from a traditional landline.
The good news is that, in most cases, the answer is no.
With number porting, families can usually keep the same landline number when moving to a digital VoIP phone service. This means older relatives can continue using the number they may have had for many years.
Keeping the existing number is important because it avoids confusion and helps maintain important day-to-day connections, including:
For elderly users especially, keeping familiar details the same can make the transition feel much more comfortable and reassuring.
At Plexatalk, we make the switch to digital landlines as simple as possible.
We offer free number porting, allowing customers to move their existing landline number across without unnecessary hassle. Our team handles the transfer process and provides support throughout setup, helping families feel confident that everything is working correctly.
The goal is to make upgrading from an old landline feel straightforward, stress-free, and familiar for elderly parents and grandparents alike.
One of the most reassuring things about switching to a digital landline is that, for most elderly users, the experience feels almost exactly the same as using a traditional home phone.
There’s no need to learn complicated technology or change familiar routines. In day-to-day use, a digital landline still works like a normal phone:
For elderly parents and grandparents, this familiarity can make a huge difference. The technology behind the service may have changed, but the way they use the phone usually hasn’t.
That’s why many families choose a VoIP-based landline replacement rather than moving older relatives onto smartphones or app-based calling systems. The goal is to keep things simple, comfortable, and reliable.
Once installed, many people barely notice the difference at all — aside from the fact the service now runs through the internet instead of the old copper phone network.
While digital landlines feel familiar to use, they can also include additional features that are particularly useful for older users and their families.
For example, many VoIP services offer:
These features can provide extra peace of mind, especially for families supporting elderly parents from a distance.
At Plexatalk, we focus on making digital phone services simple and dependable, while still offering modern features that genuinely help older users stay connected safely and confidently.
One important difference between traditional landlines and modern digital phone services is that internet-based phones require power to work.
Older copper landlines often continued working during power cuts because they carried their own power through the phone line itself. Digital landlines, including VoIP services, rely on broadband equipment such as routers and adapters, which means they may stop working temporarily if there is a power outage.
For families supporting elderly parents or grandparents, this is an important consideration — especially if the home phone is relied upon for emergency contact.
The good news is that there are several simple ways to reduce this risk, including:
For many households, these solutions provide enough reassurance while still allowing them to benefit from a modern digital phone service.
Despite the power cut consideration, most families still prefer switching to digital landlines because they offer several long-term advantages.
Digital phone services are often more affordable, more flexible, and easier to support than ageing copper landline systems. They are also future-proof, meaning families won’t need to worry about further network changes as the UK landline switch-off continues.
For elderly relatives, the right setup can still feel simple and familiar while giving families access to better support features and more reliable long-term service options.
When helping elderly parents or grandparents move away from traditional landlines, simplicity matters more than anything else.
At Plexatalk, we focus on making the switch to digital phone services as straightforward and stress-free as possible. Our services are designed for families who want a reliable landline alternative without unnecessary complexity or confusing technology.
We offer:
For many families, having support available during the transition provides real peace of mind — especially when helping elderly relatives remotely.
Our goal is to make digital landlines feel approachable and easy from the very beginning.
One of the biggest reasons families choose Plexatalk is because elderly relatives can continue using the technology they already know and trust.
There’s no need to replace familiar home phones with complicated new devices or force older users to learn apps and smartphones.
With the right setup, elderly parents and grandparents can:
In everyday use, the experience remains reassuringly familiar while the service itself is upgraded to modern, future-ready technology.
For many older people, that balance between familiarity and reliability makes all the difference.
Yes. In most cases, elderly parents and grandparents can continue using their existing home phone with a VoIP adapter. This means familiar cordless phones and traditional handsets usually continue to work normally without needing to replace them with newer technology.
Yes. VoIP phone services work over an internet connection rather than old copper phone lines. This can be through fibre broadband, FTTP (Fibre to the Premises), or even 5G broadband in some areas.
The phone service uses the broadband connection quietly in the background, so everyday use still feels like a normal home phone.
No. Modern VoIP services are designed to be simple to install, especially when using a preconfigured adapter.
In many cases, the setup simply involves plugging the adapter into the broadband router and connecting the existing phone handset. Once connected, the phone is ready to use much like a traditional landline.
For families helping elderly relatives remotely, this can make the transition far less stressful.
Yes. Existing landline numbers can usually be transferred across to a digital VoIP service through a process called number porting.
Keeping the same number helps elderly relatives stay connected with family, friends, doctors, and other important contacts without needing to update everyone with new details.
In many cases, yes.
Digital landline services are often significantly more affordable than older copper-based phone services. Many households find they can reduce monthly phone costs while still keeping the simplicity and familiarity of a normal home phone setup.
At the same time, VoIP services also provide access to modern features and future-proof technology as the UK landline switch-off continues.