The landline switch-off affects every provider, not just Eclipse. Openreach is retiring the UK’s old copper phone network in the coming months, affecting landline calls and any broadband still running over the old copper lines rather than fibre. Around 2 million households and businesses are affected across the whole industry, and every provider is contacting its customers about the change.
A free router upgrade, if you need one
If your current router isn’t compatible with the new line, or you haven’t already been sent one, we’ll upgrade you free of charge. If you’ve already got a suitable router, or one we’ve sent you, there’s nothing more to do.
What’s actually changing
Phone calls move from the old copper line to a digital connection instead, either as part of your fibre broadband or over a dedicated digital line. If you’re already on full fibre through Eclipse, this mostly happens in the background. If you’re still on an older copper-based service, we’ll be in touch to move you onto a suitable replacement before the switch-off date.
What we’ve already done
- Checked what’s available at your address and lined up the right replacement service
- Kept pricing about the same, newer services are often faster for a similar cost
- Set things up so you can either keep your existing number or move to a new line, whichever you tell us you’d prefer
What you need to do
To move you onto the new line, we need you to agree to your upgrade order. We’ll send you a personal link by email or text, matched to your account. Just follow it to check your options and confirm your upgrade online. It only takes a few minutes.
Prefer to talk it through? Get in touch with our team and they’ll set up your upgrade for you. Either way, please do it as soon as you can, so your line is moved across well before the January 31st switch-off.
A couple more checks before you upgrade
We ask these two questions during checkout, so we can protect your service through the move.- Does anyone in your home use a telecare or personal alarm device (for example, a pendant or fall alarm)?
- Does anyone rely on the landline as their only way to make calls (no working mobile)?
If neither applies, you can go straight through. If either does, we’ll follow up by phone before your switch is completed, there’s no box on the form itself to add further detail, so a call is the best way to tell us more.
Setting up your battery backup
Many of our customers choose to add a backup battery alongside their new line. It sits between your wall socket and your router, and its job is to keep your broadband running for a while if the power goes off, something the old copper line did automatically that a digital line on its own doesn’t. Setting it up takes about five minutes and, once it’s in, it looks after itself.
Unplug the router
Switch off your broadband router at the socket. Pull out its power plug.
Switch to ON, then plug in
Slide the switch on the battery to ON first. This matters. Then plug the battery into the wall socket.
Connect the router
Plug the router’s lead into the battery using the cable provided. What goes into the second socket depends on how your broadband reaches the house.
Full fibre homes have a small white box fixed to the wall, usually with the letters ONT on it and two or three small green lights. Your broadband comes in through it.
Connect the ONT box to the second socket on the battery. Then both the router and the ONT stay on when the power goes off.
If there is no box on the wall, your router plugs into the old telephone socket instead, usually low down near the floor.
Don’t plug your phone into the battery. Plug it into the Phone 1 port on your router, or leave it there if it’s already connected. The battery keeps your router running, so you can still make calls during a power cut.
Using a handset with a BT phone socket? Follow Option 2: Using a handset with a BT phone socket further down this page to connect it through the VoIP adapter.
What the lights mean
The two outer lights, either side of the four small charge lights, tell you what the battery is doing.
Green and solid blue. All is well. Mains power is on and the battery is full.
Green and flashing blue. Mains power is on and the battery is charging. Nothing to do.
Red and white. Mains power is off, the battery is now keeping your broadband going.
No lights at all. The battery has run flat. It will recharge once the power comes back.
How much charge is left
Count the small lights that are lit. Each one is a quarter of a full battery.
Please do
- Keep it somewhere clean, dry and dust-free.
- Use it in a normal warm room, between 0 and 35 degrees.
- Use only the cable and accessories that came with it.
- Keep it out of reach of small children.
Please don’t
- Don’t touch it with wet hands, or let it get wet.
- Don’t put it near a flame, a heater or a lit cigarette.
- Don’t open it or try to take it apart.
- Don’t drop it, bend it, or clean it with sprays or solvents.
- Don’t carry on using it after a heavy fall or a spill. Unplug it and have it checked first.
Warmth is normal. It may feel warm while charging or in normal use. If it becomes hot, unplug it and stop using it.
Connecting your phone
Once your line has switched over, your home phone connects through your broadband router rather than the wall socket. Set your router up first, then come back to connect your handset. There are two ways to do this depending on what you have at home.
Option 1: Standard connection
Your phone plugs straight into the router.
- 1Plug your phone cable into the Phone 1 port on the back of your router, usually green and on the far left. If there’s more than one, always use the first.
Option 2: Using a handset with a BT phone socket
Your phone plugs in through the VoIP adapter.
- 1Plug your phone cable into the VoIP adapter cable.
- 2Plug the adapter into the Phone 1 port on the back of your router, the green one on the far left.
Frequently asked questions
About the switch-off
Will my phone number change?
That’s your choice. When you confirm, you’ll be asked whether you want to keep your existing number on the new line, or move to a new line instead. It doesn’t happen automatically either way.
Will this cost me more?
Pricing stays about the same for the equivalent service. Where a faster or more reliable connection is available at your address for a similar price, we’ll let you know before anything changes.
What happens if I don’t do anything before the switch-off?
Your copper line stops working when the switch-off reaches you, regardless of provider, this is a nationwide network change, not something specific to Eclipse. We’d rather move you across on your own schedule than have your line go down unexpectedly, so it’s worth acting before then.
I have a telecare pendant or a monitored alarm, what happens to it?
Tell us before you upgrade. Some alarm and telecare devices need testing or a small adjustment on the new line, and we won’t complete your switch until that’s been checked.
Who do I contact if I’m still not sure?
Get in touch and we’ll get back to you. We’d rather answer a question upfront than have it go wrong on the day.
Your battery backup
What does the battery backup do?
If your power goes off, it keeps your router running so you can still call 999. It lasts at least an hour, and usually up to 80 minutes.
Can I get one for free?
Yes, if you rely on your landline for a telecare alarm and don’t have a mobile, or get poor mobile signal at home. Just get in touch.
When will my battery backup be delivered?
It will be delivered by Royal Mail, together with your new router if you need one. Delivery usually happens around 2 working days before your upgrade is due to be completed. If you won’t be at home on the day, follow the instructions from Royal Mail to rearrange or manage your delivery.
How do I set up the battery backup?
Plug the cable from the battery backup into your router’s power socket. If you have full fibre (FTTP), plug the second cable into your fibre box (ONT) too. Then plug the battery backup into the wall. You can also watch our step-by-step video guide.
Do I need to keep it plugged in?
Yes, please keep it plugged into the wall at all times. This keeps the battery healthy and ready for when you need it.
Can I plug other things into it?
No, it’s only for your router and fibre box. During a power cut, try not to stream, use Wi-Fi or charge devices, so the battery lasts longer for emergency calls.
Will my cordless phone work in a power cut?
No. Cordless phones need mains power, so only a corded phone plugged into your router will work.
I only have a cordless phone. What should I do?
We recommend always keeping a corded phone at home, the traditional kind with a lead that plugs straight into your router, so you can still make calls in a power cut. If you don’t have one, call our team on 0345 122 4111, then choose option 2, followed by option 1. We’ll explain how you can connect your cordless phone to your battery backup.
What happens when the power comes back?
Everything goes back to normal and the battery recharges by itself. You don’t need to do anything.
I’m having problems with my setup, what should I do?
Please call our Technical Support Team on 0345 122 4111, then choose option 2, followed by option 1. They’ll guide you through the setup.
How do I get rid of it?
Please don’t put it in your household bin. Take it to your local recycling centre, or to a large electrical retailer that accepts old electricals.
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