Can You Keep Your Landline Number When Switching to VoIP?

TL;DR – Can You Keep Your Landline Number When Switching to VoIP?

You can almost always keep your landline number when moving to VoIP via number porting. Plan the timing, don’t cancel early, and check any devices (like telecare alarms or lift lines) before you switch.

Short answer: Yes — most UK customers can keep their existing landline number by porting it to a VoIP provider. Number porting is a regulated process that allows you to keep your phone number when you change provider or technology, so you don’t lose a familiar point of contact for friends, family, or customers.

Why this matters now:

The UK’s old copper Public Switched Telephone Network (PSTN) is being retired on 31 January 2027, after which traditional landlines will stop working. Openreach has already introduced a national “stop-sell” of new analogue services across all exchanges from 5 September 2023, meaning new or upgraded phone lines must now be digital (VoIP or fibre-based).

How the switch works (at a glance):

Choose a VoIP provider → complete and submit a Letter of Authority (LOA) so they can request the port → your provider confirms a port date (your old line stays active until then) → on the day, connect your VoIP service and test inbound/outbound calls and any connected devices (alarms, payment terminals, lift or emergency lines). Don’t cancel your current line until after the port completes, or you risk losing the number.

What “Number Porting” Means in the UK

Number porting simply means transferring your existing phone number from one telecoms provider to another so you can keep using it after you switch. In the UK, this process is regulated by Ofcom, which requires all communications providers (CPs) to offer number portability, ensuring customers can change provider or technology without losing their number.

There are two main types of porting: mobile and fixed-line. Mobile number porting uses a PAC code to move your mobile number between networks. Fixed-line (landline) porting works differently — instead of using a code, you give permission to your new provider to manage the process for you. This is the method you’ll use when moving your landline number from a traditional PSTN line to a VoIP (internet-based) service.

In a fixed-line port, the Gaining Provider (GP) — the company you’re switching to — drives the process from start to finish. The Losing Provider (LP) — the company you’re switching from — must release the number once authorised. The Range Holder (the telecom operator originally allocated that number block) keeps the number registered on its system and ensures calls continue to be routed correctly after the move. To start the process, you’ll usually sign a Letter of Authority (LOA) confirming you own the number and give consent for the GP to act on your behalf.

Behind the scenes, ported numbers are managed using prefix-based routing, so calls are first recognised by the Range Holder’s network and then directed to your GP.

Porting is free to request — Ofcom rules prohibit providers from blocking or charging you simply for taking your number elsewhere — though some may add a small administration fee. Any such cost must be clearly disclosed and transparent before you agree to the switch.

Can I Keep My Landline Number When I Switch to VoIP?

Short answer: Yes — in almost all cases, you can keep your existing landline number when you switch to a VoIP (internet-based) or full-fibre Digital Voice service. Ofcom rules guarantee most customers the right to port their number between communications providers, even when moving from the old copper PSTN network to an all-IP setup.

For most home users and small businesses, number porting is straightforward: your new Gaining Provider (GP) will request the transfer from your current Losing Provider (LP) once you’ve authorised it. The number moves across on an agreed port date, and you can continue using it immediately through your VoIP service.

However, there are a few exceptions and edge cases to be aware of:

• Moving outside your geographic area code: If your number begins with an 01 or 02 prefix and you’re relocating to a different area, you may need a new number. These geographic codes are tied to specific regions, and Ofcom’s rules don’t require providers to support out-of-area ports.
• Complex or business setups: Multi-line systems, DDI (Direct Dial-In) ranges, or legacy PBX configurations may require extra checks or documentation before porting can proceed. Your GP will usually coordinate this validation.
• Cancelled services: If your previous landline account has already been disconnected for more than about 30 days, your number may no longer be recoverable. Once a number is “orphaned,” it can eventually be returned to the original range holder and reallocated.

Important: Don’t cancel your current phone line before the port completes. Doing so can permanently break (“orphan”) the number. Instead, let your new VoIP provider manage the transfer — this is the best-practice approach set out in Ofcom guidance to ensure a smooth, uninterrupted switch.

Why This Is Urgent: The 2027 PSTN Switch-Off

The UK’s long-running Public Switched Telephone Network (PSTN) — the copper-based system that’s carried landline calls for decades — is being retired nationwide by 31 January 2027. After this date, traditional analogue phone services (including Wholesale Line Rental, or WLR) will be permanently switched off, and all voice calls will run over digital, IP-based connections instead.

This isn’t just a change for broadband users — it affects every home and business that still relies on a standard landline. Whether you use your line for voice calls, fax machines, card terminals, or alarm systems, the move to VoIP (Voice over Internet Protocol) or Digital Voice services is unavoidable. The technology that underpins the old copper network simply isn’t compatible with full-fibre infrastructure or modern internet services.

Since September 2023, Openreach has enforced a national “stop-sell”, meaning you can no longer order or renew services that depend on the PSTN, such as standard WLR phone lines. Any changes to existing lines — including new orders, upgrades, or migrations — now move customers to IP-based alternatives like SoGEA (Single Order Generic Ethernet Access) or FTTP (Fibre to the Premises) with VoIP.

In practical terms, this means that your landline will become VoIP-based whether you switch providers or not. Even if you stay with your current supplier, they’ll eventually move your voice service onto digital technology.

BT and other major providers have confirmed the 2027 deadline and begun large-scale migrations. Planning your move early avoids the last-minute rush, gives you time to test compatible equipment, and ensures you can keep your number and stay connected well before the national switch-off.

Step-by-Step — How to Port Your Number to VoIP (UK)

Porting your landline number to VoIP is normally straightforward, but taking a structured approach helps avoid downtime or lost calls. Here’s how the process works in practice for UK homes and small businesses.

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Step 1 — Pick Your VoIP Plan & Check Compatibility

Start by choosing a VoIP provider and package that fits your needs. Look at core features such as voicemail-to-email, call queues, mobile apps, and multi-device support. Check contract terms and whether you’ll need any extra hardware, such as an ATA (Analogue Telephone Adapter) or an IP handset.

If you have a local 01 or 02 number, confirm that your chosen provider supports geographic numbers in your area. For business setups, ask whether they can handle partial ports — transferring only some numbers from a multi-line or DDI range — if needed.

You can signup with us today for residential VoIP and business VoIP.

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Step 2 — Gather Details

You’ll need to provide your account name, service address/postcode, current provider (LP), and the numbers to port. Make a note of any linked services such as fax lines, alarms, or payment terminals, as these may need reconfiguration or replacement.

Your new Gaining Provider (GP) will ask you to complete a Letter of Authority (LOA) confirming that you’re the account holder and authorising them to act on your behalf. Make sure every detail on the LOA matches your existing account record exactly — even small differences (like a missing flat number or postcode) can cause a rejection.

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Step 3 — Order & Scheduling

Once your order is placed, your GP will propose a committed port date. On that day, the number moves from the LP to your new VoIP service. Expect a brief cutover window (typically under an hour).

If you’re moving to FTTP or SoGEA broadband at the same time, your provider may arrange a simultaneous provide — installing broadband and porting your number in one coordinated step to minimise disruption.

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Step 4 — Cutover Day

During the port, there may be a short period when inbound calls don’t connect. Once the GP confirms completion, test inbound and outbound calls, check CLI (caller ID) display, and make sure all extensions, call queues, and voicemail greetings work as expected. Update any IVRs or call routing rules if you use a business VoIP system.

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Step 5 — Post-Port Tidy-Up

Only cancel your old service after confirming that calls reach your new VoIP line correctly. Early cancellation can “orphan” your number, making recovery difficult.

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Timelines & Costs

Single-line residential ports are often completed within a few working days. Business or multi-line ports may take longer due to validation and coordination between providers. Ofcom guidance sets general expectations but doesn’t fix specific timeframes — each provider’s process can vary.

Porting requests are free from a customer perspective, though some providers may charge a small administration fee. Always check for transparency before agreeing to your switch.

Timing Pitfalls & How to Avoid Losing Your Number

Most number porting issues happen not because of technical limits, but because of timing or paperwork mistakes. Here’s what to watch out for so you don’t risk losing your number during the switch to VoIP.

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1. Don’t Cancel Early

The most common mistake is cancelling your landline too soon. Once a service is ceased, the number can become “orphaned” and may not be recoverable. Ofcom guidance makes it clear: always let the Gaining Provider (GP) handle the porting request. They’ll coordinate directly with your Losing Provider (LP) so your old line stays active until the number has fully transferred. Only cancel the legacy service after confirming that calls reach your new VoIP line correctly.

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2. Match Your Account Details Exactly

A mismatched name, postcode, or account number on your Letter of Authority (LOA) is a leading cause of port rejections. Double-check every field before submitting — even minor inconsistencies can cause delays or force you to restart the process.

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3. Moving Premises or Provider Ceases

If you’re moving office or home, plan carefully. Start the port before the old line is deactivated, or arrange a “simultaneous provide” so your broadband and phone service go live together. If your current provider has given notice of a service cease, alert your new provider immediately — ports can’t proceed once the number has been released.

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4. Schedule Wisely

Avoid scheduling your port during holidays or out-of-hours periods. Plan for a time when you can test calls straight away, especially if you rely on your line for business or alarm monitoring.

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5. If Something Goes Wrong

Keep records: order references, confirmation emails, the signed LOA, and screenshots of your current account. These provide evidence if you need to raise a support ticket or escalate with your GP, LP, or — in rare cases — Ofcom or the Office of the Telecommunications Adjudicator (OTA2). Clear documentation helps resolve disputes quickly and improves your chances of recovering a number if anything goes awry.

Broadband, Routers & Power Cuts — What Changes With VoIP?

Switching to VoIP doesn’t just move your calls to the internet — it changes how your phone service connects and what keeps it running. While voice traffic itself uses very little bandwidth, a stable broadband link is essential for good call quality. Any reliable connection will work — FTTP, SoGEA, cable, or even 4G/5G — but consistency matters more than speed. Low latency and minimal jitter are key to keeping conversations clear and delay-free.

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Routers, ATAs & Where to Plug In

With VoIP or Digital Voice, your phone no longer connects to a wall socket carrying a copper line. Instead, it plugs into your router or an Analogue Telephone Adapter (ATA), which converts analogue signals into digital ones. Many modern broadband routers include a built-in phone port for this purpose.

If you use cordless DECT phones, you can usually connect the base station directly to the router or ATA, and continue using handsets around your home or office as before. Businesses with internal extensions or multi-line setups may need minor rewiring or an IP phone system, but in most single-line homes, it’s as simple as one plug-in.

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Power Resilience & Backup

One big change with digital voice is power dependency. Traditional landlines drew power from the exchange and worked during a local power cut; VoIP systems rely on mains electricity for your router and ONT (optical network terminal). When power goes out, so does your phone — unless you have a backup.

Ofcom expects providers to offer battery-backup or resilience options, especially for vulnerable or telecare users. Many ISPs now supply small battery units or suggest an uninterruptible power supply (UPS) to keep your broadband equipment running long enough for emergency calls.

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Quick Checklist

• ✅ Enable Quality of Service (QoS) on your router to prioritise voice traffic.
• ✅ Keep a corded phone for testing if your ATA supports it.
• ✅ Install a UPS or battery backup, particularly if you use telecare or medical alarms.
• ✅ Label your VoIP setup clearly so everyone knows how to make calls in an outage.

Planning ahead for these details ensures your new VoIP line performs reliably — even when the lights go out.

Devices That Rely on Your “Landline”

Your landline may do more than just carry voice calls — many homes and businesses still use it for other connected devices. As the UK moves away from the traditional copper PSTN, these systems may stop working unless they’re upgraded or reconfigured to work over IP.

Common examples include:

• Burglar and fire alarms that dial out to monitoring centres
• Telecare or personal alarm pendants for vulnerable users
• Lift or emergency lines in residential blocks or workplaces
• Payment terminals or card machines that use dial-up connections
• Fax or franking machines
• Remote access or telemetry systems

These devices often rely on the electrical and signalling characteristics of an analogue phone line, which aren’t replicated on VoIP. Once your service moves to digital voice, they may fail to dial, send data incorrectly, or drop the connection mid-call.

The solution varies by device. Some equipment can work with a VoIP adaptor (ATA), but many older systems need a network upgrade or dedicated IP module. Alarm and telecare suppliers are rolling out IP-compatible versions designed for broadband or mobile networks.

Before switching, contact each device’s supplier or maintenance company to confirm compatibility and plan any changes. This is especially important for lifeline and safety-critical systems — upgrading them ahead of the PSTN switch-off ensures continuity and avoids losing essential monitoring functions once your landline becomes digital.

Costs, Lead-Times & What Affects Them

In the UK, number porting is regulated by Ofcom, which requires providers to make number portability available and to avoid blocking or overcharging customers who wish to take their number elsewhere. In most cases, porting your landline number to VoIP is free to request, though some providers apply small administrative fees to cover processing or engineering work.

At Plexatalk, we believe keeping your number shouldn’t cost extra — so we don’t charge any fees for porting in or out on residential connections. You can move your number to Plexatalk, or away from it in future, at no cost. Business or multi-line ports may sometimes carry a charge due to additional coordination, but all fees are clearly disclosed in advance.

Typical Costs

• Residential single-line ports: Free with Plexatalk. Some providers may charge around £10–£25.
• Business or multi-line ports: Typically £25–£100+, depending on complexity (e.g., DDI blocks or PBX systems).
• Hardware or setup costs: Budget for any router, ATA, or IP handset needed for your new VoIP setup.

Lead-Time Drivers

Porting times vary: simple ports often complete in a few working days, while more complex transfers can take longer. Common factors include mismatched account details, multi-line or DDI ranges, bulk or phased orders, and public holidays that delay scheduling.

For broadband upgrades such as FTTP or SoGEA, many customers follow a “provide then port” approach — activating the new internet connection first, then porting the number once stable connectivity is confirmed, usually within 5–10 working days.

Keeping Your Number When You’re Also Moving Address

If you’re moving home or office and switching to VoIP at the same time, whether you can keep your number depends mainly on your area code.

If you’re staying within the same geographic area — for example, still within an 01 or 02 code such as 020 for London or 0161 for Manchester — you can normally keep your number without issue. The VoIP service will route your calls over the internet rather than through the local exchange, but the number itself stays tied to that region.

If you’re moving outside your original area code, the situation changes. Ofcom’s rules don’t require providers to support out-of-area ports, because geographic numbers are linked to specific regions. Some VoIP providers, including Plexatalk, can still host your old number as a “virtual” geographic number, meaning you keep it for inbound calls even though your broadband connection is elsewhere.

In these cases, many customers choose a two-number approach:

• Keep the old number (ported to VoIP) for continuity — so existing callers can still reach you.
• Add a new local number to reflect your new area or business location.

You can use call forwarding, IVR menus, or recorded announcements (“Our new number is…”) to guide callers gradually toward the new line. This gives you flexibility while maintaining a consistent point of contact during and after your move — ideal for both home movers and small businesses wanting to stay reachable.

Special Cases — Business Ranges, Partial Ports & DDIs

Larger or more complex business setups sometimes need a little extra planning to ensure a smooth port to VoIP. If your organisation uses multiple numbers, DDI ranges, or integrated voice-and-data services, coordination between your telecoms and IT teams is essential.

Partial Porting

In some cases, you may only want to move the voice numbers to a new provider while keeping data circuits (such as broadband or leased lines) with the existing supplier. This is known as a partial port. It’s common during phased migrations — for example, when upgrading connectivity to fibre but keeping a phone system in service. Partial ports require additional validation between providers, so expect longer lead times and more detailed paperwork.

Multi-Site & Routing Options

After porting, VoIP makes it easier to route calls flexibly across sites. You can maintain a geographic presence in multiple areas and apply time-of-day or hunt-group rules to direct calls to different teams or offices. This is particularly useful for companies consolidating regional numbers or managing hybrid working arrangements.

Emergency Services Records

For business and residential VoIP users alike, it’s vital that your provider holds the correct installation or contact address for 999/112 emergency calls. This data — sometimes referred to as ELT (Emergency Location Type) or CLI address records — ensures that emergency responders can locate the caller quickly if needed. Always confirm with your VoIP provider that these details are accurate, especially after a move or network reconfiguration.

Planning and validating these elements early helps businesses avoid disruption and maintain compliance when migrating complex voice setups to IP.

Plexatalk vs “Traditional” Porting — What We Do Differently

At Plexatalk, we know that switching your landline to VoIP isn’t just about technology — it’s about peace of mind. Our porting process is designed to make the move smooth, transparent, and disruption-free, whether you’re a homeowner or running a small business.

White-Glove Porting Support

Before anything begins, we pre-check all key details — name, address, postcode, and account information — to catch mismatches that can delay or reject a port. We provide clear LOA templates and guide you through completing them correctly. Where required, we liaise directly with the Losing Provider (LP) for early donor validation, ensuring your request is accepted first time.

Minimised Downtime Cutovers

Our engineering team schedules ports carefully to reduce downtime, with the option of out-of-hours or weekend cutovers for business users. We can also apply temporary call forwarding so incoming calls reach you even during the brief porting window — meaning no missed calls while routing updates complete.

Regulatory Compliance & Safety

Every Plexatalk number is provisioned with a proper CLI (Caller Line Identification) and full UK geographic number support. We maintain accurate emergency service address records so 999/112 calls route correctly, and we offer guidance to keep details current after any move.

Power & Continuity Options

Because digital voice depends on mains power, we offer battery-backup options and provide advice on resilience for vulnerable or telecare users, in line with Ofcom expectations.

Migration Packs & Resources

To simplify your switch, Plexatalk provides migration packs including vendor checklists for alarms and payment terminals, plus sample IVR and voicemail scripts to help you update callers smoothly.

The result is a porting experience that’s personal, predictable, and fully compliant — helping you keep your number and stay connected with confidence.

FAQ – Can You Keep Your Landline Number When Switching to VoIP?

Next Steps – Talk to Plexatalk

Ready to make the switch? At Plexatalk, we make keeping your number simple and stress-free.

Start with a free porting pre-check — we’ll confirm whether your number can be moved, outline typical timelines, and flag any details that might need adjusting before the process begins. If you’re new to VoIP, you can even try a no-obligation trial seat to experience digital voice quality and features first-hand.

For businesses or organisations with multiple lines or complex setups, our team offers a 15-minute discovery call to map out your migration, review existing systems, and plan the smoothest path to VoIP.

Whether you’re a homeowner wanting to keep your family number or a small business moving your phones online, Plexatalk’s specialists are here to help — with no porting fees, clear communication, and full UK support every step of the way.