By Dr Alex J. Martin-Smith, Head of Editorial
Short answer: You may be able to keep your landline number when switching broadband, but only if your new provider confirms that it can transfer it. Do not cancel your existing service yourself. Tell the new provider you want to retain the number before the switch is arranged.
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- Keeping a number is possible in many cases, but it is never automatic.
- Your new provider should handle the broadband switch, including the request to transfer your number.
- Check whether you still need a home phone before making it part of your decision.
- Read the contract for the total monthly cost, contract length and any stated price rise before you place an order.
A renter working from a spare room may want a reliable connection for calls and files, but rarely use the landline itself. Before switching, they should decide whether the number has real value: perhaps it is used by family, a small business or an alarm service. If it does, that needs to be raised at the first point of ordering, not after the new broadband has been activated.
Can you keep your landline number when you switch broadband?
Usually, you can ask to keep it, but the new provider must confirm that the transfer can go ahead.
A landline number transfer is the process of moving your existing home phone number to the new service. It depends on the services available at your address and how the new broadband is being supplied. The safest approach is simple: state clearly that you want to retain the number, then wait for written confirmation before assuming it will move.
Do not treat a new broadband order and a number transfer as separate jobs. Give the new provider the current landline number and the account details it asks for. If it cannot transfer the number, you can decide whether to continue with the switch, use a new number or choose a different broadband option.
This is particularly worth checking if you are moving home. A number is associated with a location and its network arrangements, so a transfer that is possible at one address may not be possible at another.
What happens to your number when you switch under One Touch Switch?
You contact the new provider, which manages the switching process with your current provider.
One Touch Switch is the industry process designed to reduce the work customers need to do when changing broadband provider. It went live on 12 September 2024 and is run by TOTSCo. You give the new provider the information needed to arrange the switch rather than contacting the old provider to cancel it yourself (TOTSCo, 12 September 2024).
That does not mean every number transfer will be approved. One Touch Switch deals with the change of broadband provider, while the ability to retain a particular landline number still needs confirmation. Ask the new provider to record your request as part of the order, and check the order summary carefully.
If the timing matters, such as for a home office or a micro business, ask what will happen to both broadband and calls during the change. Keep any confirmation emails until the switch is complete and your number is working as expected.
Do you still need a landline number at home?
Only keep a landline number if it serves a practical purpose for your household or work.
Broadband no longer automatically means a traditional phone line. The old landline network, known as the PSTN, is scheduled to close on 31 January 2027 (Ofcom, 2026). This means households should check how any home phone service will work alongside their broadband rather than assuming it will remain unchanged.
Consider who uses the number and what is connected to it. A number used by relatives, clients or an alarm service may be worth retaining. If it is rarely used, a broadband only service could be simpler, provided it suits everyone in the property.
Before agreeing to a switch, check any equipment that relies on the existing phone service. If you are unsure, ask the relevant service company what it needs. That small check can prevent an avoidable problem after installation.
Will switching broadband leave you without a connection?
A planned switch is intended to move your service with minimal disruption, but the exact timing depends on the connection at your address.
Your order confirmation should set out the planned activation or switch date. Do not cancel your current broadband early unless the new provider specifically tells you to do so. Cancelling too soon can create a gap in service and may also affect a request to keep a landline number.
Installation needs vary. A property may already have suitable equipment, or it may need an engineer visit or permission from a landlord. Renters should check their tenancy agreement and discuss any required work with the landlord before choosing an installation date.
| Broadband connection | Number question to ask | Practical check before ordering |
|---|---|---|
| Full fibre | Can my current landline number be transferred? | Whether an installation visit is required |
| Fibre to the cabinet | Will my phone service change as part of the switch? | The agreed switch date and contract terms |
| Cable broadband | Is number retention available at my address? | Existing equipment and access arrangements |
| 4G or 5G home broadband | Does this option include a home phone service? | Whether you need to keep the number at all |
What should you check before you agree to switch?
Check the number request, the contract and the installation plan before placing the order.
Start with the service itself. Compare the connection types available at your address, then choose based on how your household uses broadband, not a provider ranking. A family with several people online at once and a home worker may have different needs from a one person flat.
Next, read the contract summary for the monthly charge, contract length, setup requirements and any stated price changes. For new contracts from 17 January 2025, any mid contract price rise must be shown in pounds and pence when you buy, rather than being linked to inflation (Ofcom, 17 January 2025).
Finally, make sure your number retention request appears in the order details. If it is missing, contact the new provider before the switch date. It is much easier to clarify this before the existing service has ended.
What to do next
- Decide whether your household or business genuinely needs to keep the landline number.
- Ask the new provider to confirm number retention, the switch date and any installation requirements in writing.
- Use a postcode check to see the broadband options available at your address.
Frequently asked questions
Can I cancel my old broadband after ordering a new service?
Usually, no. Under One Touch Switch, the new provider manages the switching process with the current provider. Cancelling the old service yourself could create a gap in broadband service or complicate a request to retain your landline number.
Will I get a new landline number if mine cannot be transferred?
That depends on the service you choose and what the new provider offers at your address. Ask this before ordering. If keeping your existing number is essential, do not assume a new number will be an acceptable substitute.
Can I keep my number when moving home?
Possibly, but it is less certain than switching at the same address. Tell the new provider that you are moving and want to keep the number. It can then confirm whether a transfer is available for the new property.
Does switching broadband affect my contract with the old provider?
It can. If you are still within a minimum contract term, charges may apply under the terms you agreed. Check your current contract before ordering, particularly if you received a price rise notice or are close to the end date.
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Keeping a number is a useful option, not a reason to accept a broadband deal that no longer suits your address, budget or daily use. Get the transfer confirmed first, then choose the connection and contract that fit your household.