Switching to SoGEA & Digital Voice: What It Means for You
As part of the UK’s transition to modern broadband technology, we’re updating our services to use SoGEA (Single Order Generic Ethernet Access) broadband. This change allows us to provide you with fast, reliable internet without the need for a traditional phone line.
Instead of the old copper phone line, your home phone service will move to VoIP (Voice over IP) – which we call Digital Voice. It works using your broadband connection, allowing you to make and receive calls just like before, but using your internet instead of the old telephone network.
Important Information
While Digital Voice is a modern and convenient alternative to the traditional phone line (PSTN), there are a few important caveats to note before you proceed with your order:
Emergency Calls During Outages (including 999)
Unlike traditional phone lines, Digital Voice relies on your internet and power supply. This means that if there's ever a power cut or internet outage, you will not be able to use your telephone service, and as such, will not be able to call emergency services using your landline. Our broadband service is only suitable for those who also use mobile telephones. Please contact us before placing an order if you have any alarm equipment or medical devices that rely on your telephone line.
Landline Access
The way that you plug your landline in will change. You will no longer plug your telephone directly into the Openreach/BT socket on the wall. You will now plug your telephone into the back of your provided router. Please note that you can only subscribe to our telephone service if you select a Managed Router at checkout. Your landline will be pre-configured when your router arrives, so you'll be able to plug your existing handset into it and enjoy the perks of Digital Voice.
Elderly and Vulnerable Residents
Our service is only suitable for elderly and vulnerable residential customers if they also carry a mobile phone with them and have the capacity to dial emergency services on their mobile. Unlike traditional landline technologies, your telephone will be unavailable in any of the following events:
- A power cut or outage
- An Internet Outage
- A router issue or failure
Frequently Asked Questions
- Can I still call emergency services using my landline? Yes, with Digital Voice, you will still be able to make emergency calls when your service is fully available. However, during power cuts and internet outages, your telephone service will be unavailable.
- Can I keep my existing number? Absolutely, just let us know at time of ordering and we'll switch it over. Please note that there is a small one-off number porting fee.
- What are the benefits of Digital Voice? There are many benefits of moving to Digital Voice. Firstly, an improved calling experience. Remember those crackles on the line? Those days are over! Our carrier-grade Digital Voice service provides you High Definition calling. Second, a more flexible experience. Going on holiday but worried about missing a call? No problem, just log into our portal and redirect your calls to your mobile number! Want to get alerts when you miss a telephone call? Sure, we can setup email notifications to let you know when you miss a call on your landline. Fed up of expensive call costs? Expensive calls are a thing of the past now. Digital Voice means that your calls get cheaper (for example, average calls on a UK landline to landline are around 3-4p/minute on a traditional landline, with our Digital Voice service, they are less than 1p/minute)! You can also download our Digital Voice app to make/receive landline calls on your mobile and PC.
- I don't use my landline, can I get rid of it? Yes absolutely. SoGEA broadband is a broadband-only service. We offer Digital Voice as a bolt-on. If you don't need it anymore, simply ignore that option at checkout and we'll provision you a broadband line without a phone. Want to divert your number to your mobile? Let us know, and we can arrange that for you (please note that there is a monthly fee for this).
- What is SoGEA? SoGEA stands for Single Order Generic Ethernet Access. It’s a type of broadband that doesn’t require a traditional phone line. You still get fast internet – just without the old copper phone service.
- Can I keep my existing telephone/handset? Yes, you will simply plug it into the back of the provided router instead of your telephone socket.
- Do I need to let my current provider know? No, thanks to the One Touch Switching service, we can handle the entire switch for you. Just place your order with us and let us do the rest. Please note that if you're still in contract with your existing provider, you are subject to any early termination fees. Please check with your current provider if you're unsure.
