Switching home phone companiesFAQs

Your questions answered

How do I use a prefix code?

Save money on calls by using a prefix provider

Sign up free on your chosen company's website and you can start using the prefix straightaway. Some prefix providers also have contact phone numbers but many don't in order to keep costs down.

Can I keep my phone number if I switch?

Almost certainly – even if you're switching to or from cable. Tell your new provider you want to keep your number.

If I switch will I lose services like 1571?

Most companies offer services like 1571. Some use BT's services and are billed by BT for them. Other providers offer their own alternatives.

A sales rep called me about moving to a new company. I didn't agree to this, but I then received a letter with a switching date. What should I do?

You have to pay bills only if there is a legal contract between you and the phone company, but be careful what you say to salespeople – contracts can be oral.

If you think you've been mis-sold, you have 10 working days to tell the company to transfer you back to your original provider.

If the problem is not resolved in 12 weeks, you can contact the Otelo or Cisas dispute resolution schemes (every provider must belong to one of these).

See our guide to cancelling contracts for more information.

Jargon buster

Autodialler

A box between the phone and the socket redirects calls through your chosen provider.

Carrier pre-selection

Companies which offer carrier pre-selection automatically re-route your calls at the telephone exchange. This is not available with cable.

Inclusive calls

Some providers include evening, weekend or anytime calls in a fixed monthly price. Bear in mind usually only UK landline calls to numbers starting 01, 02 or 03 are included.