FAQs
Our FAQ contain answers to the more Frequently Asked Questions we have received about the copper switch-off and transitioning to a new service.
We are working with service providers, other government agencies, and charities to make sure appropriate help and support is given to anyone who needs it. Please get in touch with us if you cannot find the help or information you need.
We are working with service providers, other government agencies, and charities to make sure appropriate help and support is given to anyone who needs it throughout this transition.
If you don’t understand what is happening, or you need any kind of help or support for any part of this process, please Contact Us.
The copper network, which is used to make landline telephone calls and connect to the internet, is being switched-off by Manx Telecom.
Before the network is switched-off all consumers who use telephone or broadband services on the copper network will be transferred to an alternative network to ensure their service continues to work. This transfer has already happened for some.
The copper network will be switched-off once all consumers have been transferred. Manx Telecom’s aim is to complete the full transition by 2029.
Please visit About the Copper Switch-Off to find out more.
The copper network has become more difficult and costly to maintain, and new technology has been introduced to ensure consumers needs continue to be met.
Please visit Why Switch-Off Copper to find out more.
Manx Telecom has planned for the copper network to be switched-off by 2029.
Before the network is switched-off, consumers who still use telephone or broadband services over the copper network will gradually be asked to transfer their services to alternatives. Who transfers when will depend on where they live and what their needs and circumstances are. Please visit the Copper Switch-Off Map to find out when your area will be asked to begin the transfer process.
Those who are able to transfer their services will be given at least 12 months to complete the process. This can be delayed if your needs or circumstances mean you need more time or qualify for a Temporary Exclusion.
The Transition Plan and Transition Stages contain more information about Manx Telecom’s plans.
Anyone who still uses copper-based telephone or broadband services to make landline telephone calls or access the internet will be affected. This includes both residential and business consumers that use technologies such as ‘ADSL’ or ‘VDSL’.
If you are using telephone or broadband services over the copper network, you will need to transfer your service to an alternative network before the copper network is switched-off in 2029. Your service provider will contact you to understand your needs and arrange your transfer date with you.
When your service provider contacts you, please let your service provider know about your needs and circumstances before agreeing a transfer date.
Your transfer can be delayed if you have a Temporary Exclusion or your circumstances mean you need extra help or support.
If you think you qualify for a temporary exclusion, or need any kind of support to help you through the process, please let your Service Provider know. You can also Contact Us for help and support.
In the meantime, please see our advice on how to prepare for your transition.
The switch-off won’t only affect telephone and internet services. It may also affect certain other equipment that works using your current service. This equipment can include specialist care phones, panic buttons, personal alarms, lift lines or security alarms. The Temporary Exclusion section provides further information.
If you have one of these devices, please let your service provider know so that they can ensure it will continue working after your transfer from the copper network.
If you are unsure if your device will be affected, your service provider or supplier of the equipment will be able to provide further advice.
The cost of your new service should be similar if not less than your current service. However, some consumers may be required to pay for an installation appointment, new equipment, or physical installation works / groundworks.
Some service providers offer promotional tariffs, free equipment, or waive installation fees, so please ask Service Providers about any available offers.
Some service providers also offer broadband services using different technologies. These options may be cheaper in situations where there are added costs to installing fibre, such as for physical groundworks. Our Phone and Broadband pages contain more information about the costs and options available.
If you are concerned about the cost of installation, please let your service provider know. In some circumstances the transfer of your service may be delayed. For further information about this please see the Temporary Exclusion section.
Yes. Under some circumstances the transfer of your telephone or broadband service can be delayed. For example, those who:
- Need extra support in order to transfer;
- Rely on a landline to make telephone calls;
- Have a specialist device that works over the copper service (for example, a panic button);
- Need extra work to connect their property to fibre;
- Have concerns about the cost of installation;
For a more detailed list of possible exceptions and further information, please see our Temporary Exclusions page.
If you think you might need more time, or qualify for a temporary exclusion, please let your Service Provider know about your needs and circumstances. Your service provider will then work to put appropriate support and solutions in place for you. If you need support with this, you can also Contact Us.
Yes. Landline telephone services will still be available from Manx Telecom and Noventre (previously known as Wi-Manx). If you want to keep a landline telephone service, please let your Service Provider know.
Our Phone and Broadband pages contain more information about the current services that are available.
If you are wholly reliant on your landline, please let your service provider know. You may be eligible for a delay in the transfer of your service, the Temporary Exclusion section has further information.
No. If your circumstances mean you cannot transfer your service, your service provider can delay your transfer until appropriate support and solutions are available to you. There could also be a delay if you have a Temporary Exclusion.
If there is a delay, your current service will continue until an appropriate solution that meets your needs has been put in place.
Please let your Service Provider know about your circumstances if you need more time. If you need any help or support with this, you can also Contact Us.
Unless your service provider has confirmed:
- Fibre is not available to you at the moment;
- You are temporarily excluded from the transfer at this time; or,
- Agreed a delay to your transfer due to your circumstances;
Network support will be withdrawn 12 months from the date your service provider first contacts you about your transfer. This means that while you can continue to use your current service after this time, your service provider will not be able to fix any faults that occur with your service.
All copper-based services will eventually be discontinued, provided suitable alternative services have been made available.
Service providers will contact you with an update when fibre becomes available at your property. It may be that fibre will not become available to a very small number of properties. If this happens, a suitable alternative solution will be provided at a later date. While you are waiting you will be able to continue to use your current services, and the copper network in your area will continue to be supported.
Yes. If you no longer want your telephone or broadband service you will be able to cancel it without incurring any penalties when your service provider contacts you about your transfer.
Just like residential consumers, businesses that want to continue using a telephone or broadband service will also need to transfer off the copper network.
You might also have equipment such as card payment machines, security or fire alarms, lifts, monitoring equipment, or even fax machines connected to your service that you need to ensure continue working after your transfer. So, preparation for this transition is important.
It would be worth checking your systems for compatibility issues ahead of time, because this transition won’t only affect some telephone and internet services. Some devices, including textphones, amplified and intruder alarms, could also be affected.
You should speak to your service provider to establish what other equipment your business uses that relies on the old copper network. The current supplier of this equipment may also be able to offer advice or options for replacing or reconfiguring it.
Your business may also have other complex set-ups. For example, if you have more than one site, or one very big site, you will need to be certain that all external connections have been taken into account. Your service provider will also be able to advise you on this and on the range of services and solutions available to you for your transfer.
Still need more help?
We understand. We are working with service providers, other government agencies, and charities to make sure appropriate help and support is given to anyone who needs it.
If you cannot find what you are looking for on our website, please get in touch.
