Switch phone provider FAQs

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If you're considering changing your home phone provider, watch our switching video and then read our “frequently asked questions" below. We've got answers to all your questions about switching, so the whole process will be simple and straightforward.

Video: How to switch home phone

Will my phone number change?

In most cases, you should be able to keep your existing phone number if you switch either your entire service or just the company whom you pay for landline calls.

The only instance where you may need to have a new number is if you are changing from a BT (www.bt.com) copper ADSL phone line to a cable phone line provider such as Virgin Media (www.virginmedia.com).

Virgin Media’s currently offers free installation if you take a bundled package, with either your TV or broadband, and BT offers discounted line installation for customers taking broadband and a calls package/. New BT line installation, if your property doesn't already have a phone line, costs £130.

If there is already a line, and if there is a dialling code when you plug the phone in, then contact BT on 0800 028 4474 - reactivating the line shouldn't incur a charge.

Will switching my phone provider affect my broadband?

If you change your home phone provider, in most instances it shouldn’t affect your broadband service.

It may be a good idea to compare broadband costs as well as phone costs before switching though, as you could be better off getting both phone and broadband services from the same supplier. This way you can benefit from the price discounts of a bundled deal.

There is also a danger that you could end up paying two different suppliers for line rental, if you're not careful. Be sure to read your broadband suppliers terms and conditions carefully, and see if it stipulates that you must have your line rental and broadband from the same provider.

Will there be any interruption to my service?

In most cases, when you switch landline supplier there shouldn’t be any interruption to your service. This is because there’s no physical work to be done on the line.

However, if you are having a Virgin Media cable phone line installed you may have to wait up to four weeks before the installation is complete. It’s not a problem to keep your old BT line going until the new cable line is up-and-running though. Just be sure to cancel it when your new line is active, otherwise you’ll end up paying line rental twice.

Will I get any new equipment?

There are only two instances where you will need new equipment:

1. If you switch to a cable phone company - Virgin Media will need to come and install a line at your house (if there isn’t an old one already there)
2. If you want to use an auto dialer - This is a device which plugs into your phone socket and re-routes your calls through a different supplier. The auto dialer is free from your new calls supplier and you will get two separate bills - one from the company from whom you get your line rental and one from the company providing the low-cost calls through the auto dialer.

I’ve just moved house, what are my phone line options?

Firstly you need to decide if you want a cable phone line or an ADSL/copper wire line, i.e. BT phone line.

If you want cable (and it’s available in your area), you will need to book an installation - if you do this in advance you should be able to book a slot for when you move in.

Otherwise you will need to re-activate your BT line or get one installed.

Once a line is up-and-running you are then in a position to switch to the call and/or line rental provider of your choice, however you need to be aware of any contracts you may be tied into when your line is activated/installed.

These days you can get broadband, digital TV, mobile broadband and even mobile phone services in a bundle with your home phone service. Companies such as Virgin Media (www.virginmedia.com), and BT (www.bt.com) spend huge amounts on advertising their bundled packages on TV and introductory rates are often used to attract customers.

For more information, you can reach BT on 0800 028 4474, or alternatively read our guide to phone line installation options.

How do I find the best home phone deal?

Compare home phone packages and deals in your area with our price comparison calculator.

You can switch online, either through our website or your chosen provider's website - it's as simple as that! Click here to get started.

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