I’m with TalkTalk - Why can’t I switch?

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Our expert says...

Hello Bronwyn, this is a really interesting question, and I’m sure many consumers have experienced a similar problem when trying to switch - thanks for contacting Homephonechoices.co.uk.

Some home phone providers, such as TalkTalk (www.talktalk.co.uk) and Sky (www.sky.com) offer their home phone and broadband services on a separate network to the BT network. This is called unbundling, or LLU.

If you’re switching from an LLU provider back to a standard home phone provider, like YourCalls.net or Primus, then your new connection will use a completely different technology, so you will have to be manually returned to the BT network before your new connection can be set up - either by BT or by another provider.

However not all providers will offer this service, and many (especially the smaller providers) don’t accept switches from customers on an LLU network. And for the providers that do take switches from a household on an LLU, there could be a reactivation or switching charge. Read more information below…

What is LLU unbundling?

Most broadband is carried on BT’s network, as it is the heritage provider in the UK. Other companies, such as TalkTalk and Sky have established their own networks, to offer customers cheaper broadband and home phone services.

Creating these networks involves a wire in the local phone exchange being taken out of the BT plug and stuck into the plug of the new provider. This is what is known as local loop unbundling, or LLU.

Read our guide on Broadbanchoices.co.uk for more information on LLU unbundling.

Switching your phone line from an LLU provider

In terms of switching your home phone service to YourCalls.net (www.yourcalls.net), YourCalls.net has said you will first have to rejoin the BT network. The company doesn’t accept switches from customers unless they are on the BT network.

However, you don’t have to necessarily switch back to BT. Ofcom, the telecommunications regulator said that it is up to the consumer which provider they want to switch to, however not all communications providers will offer the opportunity to switch over an LLU customer, even though they can.

Ofcom suggests other providers that you may be able to switch to, such as the Post Office and satellite TV provider Sky (www.sky.com), although this is up to the individual providers’ discretion.

You also need to be aware that if you’re going to switch your service back to a standard provider, then your phone line will probably have to be reactivated by BT or whoever you choose to switch to. This could cost as much as £130. The Post Office (www.postoffice.co.uk) for example, charges £112.34 to reconnect an LLU customer back onto the BT network.

You could also consider switching to another provider, such as Plusnet, which is currently charging customers £49.99 to migrate to its service.

This will also mean entering another 12 or 18-month contract with your chosen supplier, so it’s important you switch to one that’s going to suit your needs. Things to consider are:

• Calls package - Do you make evening, weekend or daytime calls?
• International calls - Which countries do you call the most?
• Mobile calls - Which networks do you call?
• Calls to 0845 and 0870 numbers - Do you make a lot of these?
• Broadband - Would you save money by bundling your broadband and home phone?

Hope this information is helpful Bronwyn, and good luck with the switch!

Ask us a question

If you have a general switching or provider query please email us at ourexpert@homephonechoices.co.uk