Switching to the new digital network

Thank you for confirming that you are happy to make the switch to the new digital network.

We are already working with many businesses like yours to migrate them from the old copper network onto modern IP phone systems. While the switch off date is now January 2027, we are encouraging businesses to get ahead by switching to the new technology now, ensuring you are fully prepared and continue operations seamlessly once the switch off takes place.

We will start the migration process shortly and will follow up with further details of next steps within a week.

If you have any questions regarding your migration, we recommend that you read the following FAQs, but if you would like to speak to someone, our team is on hand to help. You can get in touch via our live chat service here.

General FAQs

When will the switch over happen for my business?

The switch off of traditional landlines is scheduled to be complete by January 2027 to allow time for vulnerable customers and those with a telecare dependency to move safely. However, December 2025 is the date we all must work towards and it’s best to start preparing now to avoid any last-minute disruptions.

Risks to your business if action is delayed:

Service disruption: If your business fails to transition to IP-based services before the deadlines, you risk losing phone connectivity altogether. This could mean lost sales, inability to contact customers, and significant downtime—directly impacting your bottom line.
Operational risk: The shortened notice period (90 days from Dec 2025) increases the risk of forced changes with minimal preparation time. If your business is not ready to switch, you may face rushed, unplanned transitions that can be costly and disruptive.
Increased costs: As the switch off date approaches, the cost of migrating to new services could increase due to higher demand and potentially limited availability of resources (such as engineers). We will also continue to see increases to the rental of legacy technology each year in a bid to incentivise moves, which could become more frequent beyond December 2025. Early planning and migration can help avoid these cost impacts.
Security vulnerabilities: Legacy systems are more prone to security risks, and as these systems become outdated, the likelihood of cyber-attacks and data breaches increases. Upgrading to IP-based solutions ensures better protection against these threats.
Competitiveness: Businesses that delay the transition may fall behind competitors who are already benefiting from the enhanced features, flexibility, and efficiency of IP-based services.

Will I need to change my business phone number?

No, you will be able to keep your current business phone number when transitioning to the new digital network. The switchover will not affect your number.

What if I have multiple locations or offices?

If your business operates across multiple sites, ensure each location is assessed for readiness. We will provide some guidance on how to get started with this process.

What are your opening hours?

Our team is generally available 8am to 8pm Monday to Friday and 9am to 5pm at weekends.

The onboarding process

Will an engineer need to come to my home or premises?

No engineer visit is required for this upgrade to take place.

How do I set up my service?

We have put together a useful set up guide here with step by step instructions for setting up your new digital voice service.

Billing related

Are there any additional costs I need to be aware of?

There will be no change to your total monthly price. However, you will see descriptive details relating to the rental against your services change in your monthly bill.

What happens to my contract?

There will be no change to your contract details.

Will I retain my Price for Life guarantee?

If you are a current Price for Life customer, yes you will retain that status. Price for Life only changes if and when you take a new contract out with us, such as a new product or service. In this instance we have voluntarily upgraded you to a new product, so your terms and conditions remain the same.

Product queries

How will the switch over affect my business phone system?

The switch over will move all landline services to digital. If your business relies on a traditional phone system connected via a landline (PSTN or ISDN), you’ll need to upgrade to our CloudComms service, which uses the internet for calls and other enhanced functionality.

If your phone service is with another provider and you choose to migrate your broadband with Zen, your phone service will terminate. We advise that you contact your phone service provider to inform them that you no longer require the service.

Do I need new equipment for my business phones?

You may need to upgrade your phones and possibly your router if they are not compatible with digital systems. If you would like to discuss your specific needs please call us on 01706 902583 or email businesssales@zen.co.uk.

Vulnerable customers

Do you consider yourself to be a vulnerable customer and or telecare user?

If you are a customer who has a vulnerability, accessibility needs or are dependent on the use of a health care alarm or pendant please let us know as soon as possible. We want to ensure that we can support you in the best way possible through this change. You can inform us of a vulnerability by contacting us via live chat.