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How to switch phone provider

By Becca Talbot - becca@consumerchoices.co.uk

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Switching to a new phone line provider is quick and easy, and can save you loads on your monthly landline bills. Just follow our simple switching steps below and start saving today! (Updated 26/4/10)

If you’re one of the 7 million households that has never switched home phone provider¹, you could dramatically reduce your bills by switching to a cheaper provider.

Our simple steps to switching will tell you everything you need to know about the switching process, how to place an order and what happens once you’ve switched.

Step 1. Check whether you are able to switch

Before switching your home phone service to another provider, you need to check whether you are actually able to switch. It may be that you are locked into a contract with your existing provider, or can’t switch because you’re phone line isn’t on the BT network.

Here’s a list of things to check:

• Are you in contract? - If you’re signed up to a 12 or 18-month deal with your current provider that hasn’t yet finished, you may be charged an exit penalty if you switch. Check the terms and conditions of your contract before placing your order with Homephonechoices.co.uk.


• Are you with Virgin Media? - If you are a Virgin Media (www.virginmedia.com) cable phone customer you will be unable to switch online. You must have an active BT line to switch - please call BT (www.bt.com) on 0800 028 4474 to rejoin BT.


• Are you on an LLU network? - If you have a phone service from Sky (www.sky.com), TalkTalk (www.talktalk.co.uk) or Tiscali and your phone line had been local loop unbundled (LLU) you will be unable to switch online. Read our guide on switching from an LLU provider for more information.


• Have you just moved into the property? - If you’ve just moved into a new house, you will need to get a landline installed or reconnected. Please read our guide to phone line installation options for more information.

If your answer to all of the above questions is no, you’re one step closer to switching to a new provider. Now you need to decide who to switch to and which package you should sign-up for…

Step 2. Decide on the right calls package for you

Choosing a calling plan that suits you and your family will help to significantly reduce your phone bills, and you could even get a cheaper line rental deal. Most home phone providers will offer two types of calling plan:

1. Unlimited evening and weekend calls - Make as many calls as you like to local and national UK landlines in the evenings and at weekends, for free.
2. Unlimited anytime calls - Makes as many calls as you like to local and national UK landlines, at anytime.

Work out when you make the majority of your calls, and what sort of package would help save you the most money - there’s no point in signing up for an anytime calls package if you don’t make calls during the day.

If you make a lot of international calls or calls to mobiles, consider getting a calling plan add-on or signing up to a package that includes calls to certain overseas destinations. Read our guides on making cheap international calls and making cheap mobile calls for more information.

Step 3. Compare deals online

Once you’ve decided on a calling plan to suit you, you should compare prices online using the Homephonechoices.co.uk comparison tool. Just type in your postcode and select the type of home phone deal you’re looking for, and we’ll work out which providers offer packages in your area and which is the cheapest.

You can then place an order online to switch.

Click here to compare prices.

Step 4. Place you order

If you are placing an order to switch your home phone service to one of the providers listed above, it is really simple. Once you’ve found the best deal for you, just click the “Go” button and fill in the online order form.

You’ll need to provide us with the telephone number of the landline you’re trying to switch - if you don’t know your phone number because you have just moved into a new house, please read our guide to Phone line installation options. You will need to tell us who your current provider is, e.g. BT, and you will need to provide us with an email address to send all correspondence to. Please make sure this is an email address you check regularly, as your new provider will also contact you via this email address.

Details required include the following:

• Your first and last name
• A contact number for your new supplier to contact you. This can be a mobile or work phone number if you prefer
• Your BT account number if known. This is not necessary but may help speed up the switching process
• Your house number and postcode
• A password that you can use for your new account.

Once you have supplied these details, you will be asked to set-up a direct debit for your new provider. For this you will need to provide your bank account number and sort code. You can then select whether you’d prefer to receive paper or online bills, if the provider offers paper bills.

Check that all the information you’ve given us is correct and then click “Place Switch” to complete your order - it really is that simple.

Step 5. What happens next?

If you’ve placed an order through Homephonechoices.co.uk, you don’t have to worry about a thing. Your new provider will take care of every aspect of the switch for you - you don’t even need to contact your existing supplier to inform them you are leaving.

You will receive a confirmation email with all your order details, and then you will receive further information from your new provider by either post, email or phone, outlining the package you are signing up for, payment details and the date your phone service will switch. Your existing supplier will also send you a final bill, acknowledging that you are leaving them.

Switching providers usually takes around 14 days, however this does vary, and if you’re having a line installed or reactivated it could take longer. There will be no break in your service, and you’ll still be able to make and receive calls in the same way. If you are unsure about anything or have questions about your new service, please don’t hesitate to contact your new provider.

And, if you are unsatisfied with anything or decide you don’t want to switch providers, you have the right to cancel the switch up until your service has been activated. Simply call your new supplier and tell them that you’d like to cancel the switch.

If you have any other questions about switching provider, please read our Home phone switching FAQs.

¹ Figures from telecoms regulator Ofcom, April 2010.

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