Line Rental Help

Questions & Answers

Is there any difference between the line rental from my previous provider and line rental from you?

There is no difference between the line rental offered by your previous provider, for example BT, and that offered by us. With our line rental you will benefit from lower call charges with the convenience of all your home phone services, including line rental, itemised on your OneBill.

Do I have to contact my provider when I switch?

No. We contact your current provider on your behalf. They will send you a letter this is just confirmation. Should you find the information from them confusing, or if you have any queries call us on 0845 818 8000.

Is there any reduction in call or line quality?

None at all, as it is in fact the same line. We use the highest quality digital networks so theres no reduction in call or line quality.

Will I still receive a bill from my previous provider?

You will receive a letter from your previous provider acknowledging that you are leaving and also a final bill. However, once you have switched, you will only receive OneBill each month from us. This will include all call charges and line rental along with any other services you may have with us.

Will I still get correspondence from my previous provider?

While waiting for your line rental to be transferred to us, your previous provider will write to you to confirm your decision. This is simply confirmation that your request is being processed according to your wishes and you need take no further action. Once your landline service is up and running, you should not receive anything further from your previous provider that relates to your services with us, including line rental.

What correspondence can I expect to receive?

You will shortly receive a letter informing you of the activation date of the services you have requested. Then, once your services become active, you will also receive a confirmation letter detailing all active services and Extras on your account.

What if I change my mind or choose to cancel my service?

You can cancel within 10 days of placing your original order for line rental or Select and your service will continue with your current provider. You just need to give seven days notice of cancellation. We currently charge you one month in advance for your line rental and any call plan fees. If you move your line rental and calls away from us, you will receive a pro rata refund of fees paid from the date of disconnection.

Can I use any Line Extras without paying a monthly fee?

Yes, there are various Extras available which are either free of charge or can be accessed on a pay-per-use basis:

1471 lets you know the last number that called while you were away from your phone.
Voicemail Basic once set up on your line, allows you to retrieve messages left for you, just by dialling 1571.
You can also use our Reminder Call, Ring Back and Three Way Calling services for a set call charge per use.

More information on these services, together with details of any call charges, are available in the Pricing Section.

Can I get other services such as Call Barring?

Call Barring is now available as a line extra. For more information visit our Product Extras.

Can I add or remove Line Extras?

Yes just call us on 0845 818 8000 to change your Line Extras. Please note, it will take two days to process your request. As they are charged in advance, if you wish to remove a Line Extra you will receive a refund for the balance of the monthly charge.