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Why are we making this change?

Our current copper phone network has supported homes and businesses across Hull and East Yorkshire for decades but it’s now reaching the end of its life.

Much of this infrastructure is over 40 years old (and in some cases up to 100 years old) and wasn’t designed for the way we live today. As technology has evolved, so have the demands on our network.

By moving to fibre:

  • Services become more reliable and resilient
  • Faults are easier and quicker to fix
  • The network uses up to 35% less energy, making it more environmentally friendly
  • We future-proof connectivity for modern digital services

This upgrade ensures we continue to provide a high-quality, future-ready service for all our customers.

  • When is it happening?

    The programme is already underway! We’ve made strong progress, with around 60% of premises upgraded.

    We’ll contact you directly when it’s time for your service to switch, so you’ll always know what to expect.

  • What it means for you

    For most customers, the switch is simple and can be done at home:

    • We’ll send you an adaptor
    • Plug it into your Optical Network Terminal (ONT) (your fibre connection box)
    • Connect your phone to the adaptor

    That’s it, but don’t worry we will be in touch with more information before you have to do anything!

  • In some cases:

    • If you don’t yet have a fibre connection, an alternative solution at the exchange means you may continue using your existing copper connection without changes

    We’ll always guide you through the process and provide clear instructions tailored to your situation.

    Need extra support?

    We understand that some customers may need additional help during this change.

    If you:

    • Have accessibility needs
    • Have a telecare device or rely on your landline for care or emergency support
    • Feel unsure about making the switch

    Please get in touch with us. Our team is here to provide extra support, guidance, and reassurance every step of the way.

    Business Customers

    We’ll be making similar changes for our business customers. However, we understand that business services can be more complex, with bespoke products and internal setups.

    Our approach will be tailored to your organisation to minimise any disruption to your operations.

    Our business support teams will be in touch to:

    • Understand your current setup
    • Discuss suitable options and solutions
    • Plan the transition in a way that works for your business