Common questions
Common questions
Do you have a question about:
Suppliers
Can I get line rental and calls from different suppliers?
Yes. You can keep your line rental with your current supplier and use a second supplier for your calls. You will receive two bills: one for your line rental and one for your calls.
Using a second supplier means your calls are redirected through their service at a lower rate. The most common way is that your calls are automatically redirected through your secondary supplier (known as carrier pre-selection, or CPS), or you can dial a prefix number before your call or plug a small device into your phone socket.
Find out more: What can I switch to?
Can I switch to cable?
Your local cable company (ntl or Telewest) will install a cable line in your home. You use this instead of a standard (BT) line, which means you don’t have to pay line rental on your standard (BT) line.
Can I switch from cable?
If you want to change back to a standard (BT) phone line, you just need to get it switched back on. It’s simple and does not require an engineer, assuming all the wiring is still intact. But, if you have never had a BT phone line (or want a second line in your home), you will need to get one installed. You will have to pay an installation fee of around £124.99 to BT. It will take around one week for an engineer to visit your home and organise it. You will have to pay line rental on your standard (BT) line.
Completing your switch
How long will it take me?
It should take less than five minutes to provide the information needed to make a comparison. If you decide to switch, it should take another five minutes to complete your details. Once you confirm your switch, your new supplier will start organising it.
How long will it take the supplier?
The amount of time it takes depends on the service you are switching to.
- Carrier Pre Selection – two weeks
- Wholesale Line Rental – two weeks
- Cable telephone – four weeks
- Switching back to BT – four weeks
Are there any hidden charges?
No. Our service is free. You get the same rate offered by the supplier and in some cases we can offer exclusive deals that are not available directly from the supplier. We make our money through the small commission we are paid by certain suppliers, if you switch.
We include all the major suppliers in your results and our commercial interests do not affect the way your plans are ranked.
What details do I need to give to make a comparison?
We only ask for information that will give you the most accurate results.
For your comparison we need:
- your postcode – to check which suppliers service your area
- a few questions about your current supplier, so we can compare your existing plan with other deals
- some information about the calls you make, so we can work out how you use your phone and which plan would best suit you
What details do I need to give to make a switch?
We will then need some further details about you, so we can set up your new account and organise your switch. This includes your name, address, phone number and email. If you select to pay by Direct Debit, credit or debit card, we also need your banking or card details.
Can I switch if I use a second supplier for calls?
Yes. When you compare plans, we ask you about your current suppliers. We use both your line rental supplier and your call provider to calculate how much you currently spend on calls.
Then we work out how much you could save with alternative suppliers, including the various line rental and second supplier options.
Your service
Will my number change?
You keep your existing number whether you switch your entire service or if you switch to a second supplier.
If you are switching to a cable line, you may, under certain circumstances, need to change your number.
Will I temporarily lose my service?
No. Switching your entire service or just your calls to a new supplier will not affect your service. There is no work required on your line, and the only change you should notice is your bill is reduced.
If you are switching to a cable provider, they will install a new line. You can keep using your standard (BT) line until it’s ready.
Do I need to get any new equipment?
You only need new equipment if switching to an autodialler (a small device that plugs into your phone socket). The new supplier will provide this for free.
Switching to cable requires a new line, which is provided and installed by the supplier.
Will switching affect my broadband?
Switching your phone supplier will not affect your broadband, even if you have a bundled package. But, it’s normally cheaper to have your phone and internet with the one line: either a cable line or a standard (BT) one. Otherwise, you will be paying a line rental charge to two suppliers.
When you compare plans, you can opt to view deals that use a standard line rental only, or a cable line only.
Who can switch
Can I switch if I'm in debt to my current phone supplier?
You may not be able to switch suppliers if you have a bill outstanding for more than 28 days.
Can I switch if I have just moved house?
You need to activate your account with BT before you can switch suppliers. If there is an existing standard (BT) line in your new home, then you need to call BT to get it re-activated, which is free. If there is any damage to the line, there may be a charge for this.
If there isn’t a standard (BT) line, then you need to pay for one to be installed. This usually costs around £124.99. Once it’s activated you can switch to a supplier of your choice.
Otherwise, you can install a cable line instead of activating your standard (BT) line. You can only do this if cable (ntl or telewest) is available in your area.
Can I switch suppliers if my phone bars outgoing calls?
You will need to remove the outbound call barring on your phone, before you can switch. If you requested the bar, you need to disable it by calling your supplier.
If calls are barred because you owe your current supplier money, you will not be allowed to switch until you have paid your bill and unbarred your phone.
Can I switch if I’m on a light user scheme?
No. If you are on a light user scheme (offered by BT), you will need to move to BT Option 1 before you can switch. Please contact BT to arrange this.
Your choices
What is an auto dialler?
An auto dialler is a small adaptor that plugs into the phone socket of your existing line and automatically redirects your calls through the network of your new supplier.
You will still pay your current supplier for line rental and your phone number will not change. However, you will get a separate bill for the cheaper calls from your new supplier.
As long as the box is plugged in, all calls made on that socket will go through your new supplier. However, phone calls made from other phones in the home without an adapter will still be routed through your existing supplier.
What is a prefix number?
You can redirect your calls through a second supplier by dialing a four digit code before the number. Or, if you’re with a cable company, you call a freephone number before each call.
You will get a separate bill for the cheaper calls from your new supplier. Your existing supplier will charge you for any calls you make, without using the prefix number.
What is cable telephone?
Cable telephone uses a different line to a standard (BT) one, which the supplier will install for free if you switch to their service.
Cable is available to about half of the UK’s households and is provided by two cable companies: ntl and Telewest.
You also receive a basic package of digital TV channels in your deal. You can upgrade your TV package with more channels once you are connected.
What is Carrier Pre Selection?
Carrier Pre Selection redirects all your calls through the network of a second supplier. You still have to pay your current supplier for line rental but will get a separate bill for the cheaper calls from your new supplier.
You will keep the same number.
Can I switch phone suppliers if I have a bundled package?
Yes. Switching your phone supplier will not affect your broadband or digital TV, even if you have a bundled package. You would most likely benefit by redirecting your calls through a second supplier, while continuing to pay your line rental to your cable company. Switching to a standard (BT) line will require paying rental for another line.
When you do your comparison on uSwitch.com, we ask you about your current supplier and plan, so we can work out which deals suit you. Your results will show plans that save you money, taking into account your bundled package.
What is Wholesale Line Rental?
You can switch your entire phone service, so that a new supplier provides both your line rental and your calls. This is called Wholesale Line Rental. It does not require any work on your line, and you will keep the same number.
You will also receive just one bill and will no longer have to pay BT for your line rental.
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