Phones and broadband for restaurants: key facts
- A typical restaurant connection carries online bookings, EPOS terminals, kitchen display screens or printers, card terminals, delivery-platform tablets, music and guest Wi-Fi at the same time.
- A cloud (VoIP) phone system can queue calls, ring several phones at once, and send unanswered calls to voicemail or a mobile, so fewer bookings are lost during service.
- Kitchens are hard places for Wi-Fi: stainless steel, walk-in fridges and freezers, and thick walls all block signal, so fixed equipment is best on a cable where possible.
- A 4G or 5G backup router, or card terminals with their own mobile data, can keep payments going if the main broadband fails.
- Guest Wi-Fi should run as a separate network from EPOS, card machines and kitchen equipment.
- Openreach stopped selling new analogue phone lines in September 2023, and the deadline for moving everyone to digital services is 31 January 2027. Alarms, lift lines, fax and franking machines may still rely on copper.
What does restaurant broadband actually have to carry?
More than most owners realise. During service one connection may handle the booking system, EPOS terminals, kitchen screens or printers, card terminals, delivery tablets, a cloud phone system, music, CCTV and guest Wi-Fi, all at once.
List what depends on the connection and what happens to each when it fails. That shapes how much speed you need, what should be wired and what needs a backup.
| System | What it uses the connection for | If the internet drops |
|---|---|---|
| Online booking system | Takes reservations from your website and booking apps, and shows the diary on a tablet or the EPOS | New online bookings may still arrive at the platform, but staff cannot see or change the diary until you are back online |
| EPOS tills and handheld order pads | Sends orders to the kitchen and bar, and syncs sales to the cloud | Depends on the system: some keep working on the local network, others stop. Ask your EPOS supplier |
| Kitchen display screens and printers | Receive orders from the EPOS, usually over the local network | Often fine if the EPOS works locally; a problem if orders route through the cloud |
| Card terminals | Authorise payments over Wi-Fi, a cable or mobile data | Wi-Fi-only terminals stop unless there is a backup connection |
| Delivery-platform tablets | Receive delivery and collection orders | Orders may be missed, and some platforms can pause your listing |
| Phone system (VoIP) | Booking calls, supplier calls, takeaway orders | Calls fail unless they divert to a mobile |
Restaurants also have a pattern most offices don't: everything peaks at the same time. Lunch and dinner service are when the phone rings most, the most card payments go through, and the most guests join the Wi-Fi. A connection that seems fine on a Tuesday afternoon can struggle at 8pm on a Saturday.
How can a restaurant stop losing booking calls during service?
Set the phone system up for busy periods: ring several handsets or a group at once, queue callers with a short message rather than letting the line ring out, and send unanswered calls to voicemail so you can call back.
The phone rings hardest just when front-of-house staff are seating tables and taking payments. A modern phone system gives you ways round that.
- Hunt groups (ring groups). The host stand, bar and manager's phone ring together, so whoever is free answers.
- Call queuing. Callers wait with a short message instead of an engaged tone.
- Menus and messages. A simple menu ("press 1 for bookings, 2 for takeaway") or greeting can point callers to online booking.
- Voicemail to email. Messages arrive by email, so the manager can deal with them between services.
- Missed-call handling. A missed-call list with numbers lets staff call back after the rush.
- Time-of-day routing. Out of hours, calls go to voicemail, an opening-times message or a mobile.
Call reports show how many calls go unanswered, and when, which tells you what to fix.
Can a restaurant record booking calls?
Yes, many phone systems can record calls, which helps settle disputes about dates, party sizes or dietary needs. Recordings are personal data under UK GDPR.
A recording shows what was agreed when a guest says they booked for eight rather than six, and helps train new hosts.
- Tell callers. A short line in your greeting, backed by your privacy notice, is the usual approach.
- Set a retention period. Decide how long you keep recordings and set the system to delete them.
- Card details. If staff take card details over the phone for deposits or no-show protection, card security rules (PCI DSS) apply. Ask the provider whether recording can be paused for payments, or take deposits through a payment link instead.
What should a restaurant look for in a VoIP phone system?
A restaurant VoIP system runs your calls over broadband rather than a copper line. Look for number porting, handsets staff can carry, ring groups and queuing, and automatic diversion if the broadband fails.
After the copper switch-off, almost all business calls will run this way. For a restaurant the practical details matter most:
- Keep your number. Your number is on your website, menus and booking listings, so get porting confirmed in writing.
- Handsets that move. A DECT cordless handset or an app on a staff phone means the host can answer while walking the floor. Check range covers the dining room, terrace and office.
- Changing messages yourself. Holiday hours or a private hire evening mean changing your greeting at short notice, ideally from an app.
- Failover. If the broadband goes down, can calls divert automatically to a mobile? Test it before you need it.
How do EPOS tills, kitchen screens and printers use the network?
Most EPOS systems send orders from the till or handheld to kitchen printers and display screens over your local network, and sync sales and menus to the cloud over the broadband. What still works when the internet drops depends on the system.
A good EPOS broadband set-up depends on both your local network (router, cables and Wi-Fi inside the building) and your internet connection.
Questions to ask your EPOS supplier:
- What works offline? Can tills still send orders to the kitchen and print bills if the internet drops? How are sales synced later?
- Which devices should be wired? Fixed tills, kitchen printers and display screens are usually more reliable on a network cable than on Wi-Fi.
- What do the handhelds need? Order pads and pay-at-table terminals rely on Wi-Fi covering every table, including the terrace and private dining room.
- Who supports the network? Know who to call first, so the EPOS supplier and broadband provider don't each blame the other.
Delivery tablets belong on the business network, not guest Wi-Fi, with a fixed spot, good signal and a charger. If your EPOS can bring delivery orders into the till, you have fewer devices to keep online.
How do you get reliable Wi-Fi in a restaurant kitchen and back of house?
Kitchens, cellars and stores are some of the worst places for Wi-Fi, because stainless steel, walk-in fridges and freezers, and thick walls block or reflect the signal. Wire fixed kit and add business access points.
A single router behind the bar rarely covers a whole restaurant. Trouble spots include the pass, prep areas behind steel shelving, cellars where stock is checked on a tablet, and outdoor seating.
- Survey first. Ask the installer to test close to service, with kit and doors where they normally are.
- Wire what you can. A cable to the kitchen screen or printer removes one thing that can go wrong.
- Use access points, not range extenders. Cabled business access points give steadier coverage than plug-in extenders.
- Check card terminals table by table. Pay-at-table terminals should work everywhere, including the terrace.
How can a restaurant keep taking card payments if the broadband fails?
Give payments a second route to the internet. Usually that means a 4G or 5G backup router, card terminals with their own SIM, or a second line on a different network.
A backup does not need to be fast; it needs to carry payments, the EPOS and ideally calls until the main line is fixed.
| Option | How it works | Things to check |
|---|---|---|
| 4G or 5G failover router | A router with a SIM that switches over automatically when the main line drops | Mobile signal at the router and the data allowance |
| Card terminals with mobile data | Each terminal has its own SIM and uses it if Wi-Fi fails | Signal at the tables and whether the SIM costs extra |
| Second fixed line | A separate broadband line, ideally on a different network | Whether it shares the main line's cable or cabinet |
Whichever you choose, test it. Unplug the main line on a quiet afternoon, then take a test payment, send an order to the kitchen and make a call. Don't rely on a terminal's offline mode without asking your provider about its limits.
How should a restaurant set up guest Wi-Fi?
Run restaurant Wi-Fi for guests as a separate network from your EPOS, card terminals, kitchen kit and delivery tablets, cap guest bandwidth, and follow UK GDPR and PECR if a sign-in page collects marketing details.
- A separate network. Business routers and access points can run a guest network that cannot see the business devices.
- Bandwidth limits. Stops one guest's video call slowing the tills.
- Password or sign-in page. A password on the table card is fine; a sign-in page asking for an email collects personal data.
- Marketing consent. PECR generally requires clear consent for marketing emails or texts. Don't use pre-ticked boxes.
What does the 2027 PSTN switch-off mean for a restaurant?
The analogue phone network (PSTN) and ISDN are being retired, and the deadline for moving everyone to digital services is 31 January 2027. Your phone number can move across, but anything else plugged into a phone line needs checking before the change.
Openreach stopped selling new analogue lines in September 2023. The phones are usually the easy part; the risk is kit that has quietly worked on an old line for years.
Check these before your line is migrated:
- Intruder and fire alarms. Monitored alarms may signal over the line. Ask the alarm company whether yours needs a new communicator, and tell your insurer if needed.
- Lift emergency lines. A lift to a first-floor dining room needs its phone to keep working; ask the lift company.
- Fax and franking machines. Some still dial out; ask the supplier.
- Older card terminals. Any that dial out over a phone line will stop working.
Which type of broadband for restaurants works best?
Full fibre (FTTP) is usually the fastest and most reliable where it is available. FTTC is widely available but slows with distance from the street cabinet. 4G or 5G suits some sites and makes a good backup, and larger venues or groups may consider a leased line.
Speed matters less than you might expect for payments and EPOS, which use small amounts of data. What adds up is guest Wi-Fi, music, cloud CCTV and several calls at peak. Upload speed matters too.
A provider can check what is available at your postcode. Treat any speed quoted before installation as a rough guide. In a shopping centre or food hall, ask the landlord whether there is an approved provider.
What should a restaurant check in a phone and broadband contract?
Check the contract length, the notice period and what happens at the end, how prices can change, the early termination charges and the fix times. Keep track of every technology contract's end date.
- Length and notice. The minimum term, the notice you must give, and whether it rolls over if you do nothing.
- Early termination charges. Important if your lease is shorter than the contract.
- Price changes and equipment. How prices can rise, and whether routers and handsets are bought or rented.
- Fix times and support hours. A business service level agreement (SLA) sets a target fix time. Check whether evenings and weekends count.
- Bundles. EPOS suppliers, booking platforms and card terminal providers sometimes include connectivity.
Ofcom protections. Ofcom extends some consumer protections to small businesses, such as contract summaries and end-of-contract notifications for qualifying businesses. Which rules apply depends on your size and the service, so check Ofcom's guidance or ask the provider.
Where can a restaurant find help with energy and other utilities?
See our guide to business energy for restaurants for kitchens, extraction and refrigeration, our restaurant utilities hub, and our business phones and broadband guide for VoIP and the switch-off in more depth.
You can ask for energy and phone and broadband quotes on the same form. Just tick both boxes.
Related guides
Phones and broadband for restaurants: frequently asked questions
What is the best restaurant phone system for taking bookings?
One that copes with busy periods. Look for ring groups so several phones ring at once, call queuing, voicemail to email, a list of missed calls, and the ability to change your greeting yourself. A cloud VoIP system usually offers all of these.
How do I stop missing booking calls during service?
Ring several handsets at once, queue callers with a short message, point callers to online booking in your greeting, and send unanswered calls to voicemail. Check your call reports to see when calls go unanswered.
Is it legal to record restaurant booking calls?
Businesses can record calls, but recordings are personal data under UK GDPR. Tell callers in your greeting and privacy notice, keep recordings only as long as you need them, and avoid recording card numbers given for deposits.
Will my EPOS keep working if the broadband goes down?
It depends on the system. Some EPOS systems keep sending orders to kitchen printers and screens over the local network, while others need the internet. Ask your EPOS supplier what works offline.
How can I keep card payments working if the internet fails?
Add a backup route, such as a 4G or 5G failover router or card terminals with their own mobile data SIM. Test it by unplugging the main line on a quiet day and taking a test payment.
When is the copper phone line switch-off?
The deadline for moving everyone from the analogue phone network (PSTN) and ISDN to digital services is 31 January 2027. Openreach stopped selling new analogue lines in September 2023.
What in a restaurant might stop working after the switch-off?
Anything that still uses an analogue phone line, such as some monitored alarms, lift emergency phones, fax and franking machines, and older card terminals. Ask each supplier before your line is migrated and test afterwards.
Will I keep my restaurant's phone number if I move to VoIP?
Normally yes, through number porting. Ask the new provider to confirm it in writing and agree the switch date, ideally on a day you are closed or quiet.
Can I use home broadband in my restaurant?
Home broadband is generally meant for residential use and rarely includes business fix times, out-of-hours support or static IP addresses, which matter more when payments and orders depend on it.
Does Business Utilities Hub give telecoms advice?
No. We publish general guides and, with your consent, pass quote requests to telecoms providers and energy brokers we work with. We may be paid for introductions.