For many households, a home phone number is more than a string of digits. Family, friends, the doctor's surgery and the bank all have it, and some people have kept the same number for decades. So when it is time to move to full fibre and a digital landline, a common worry is whether the number will survive the change. The good news is that in most cases it can. This guide explains your rights, how the transfer works and how to keep the day itself running smoothly.
Your right to keep your number
In the UK, you have the right to take your phone number with you when you change provider. This is known as number porting, and it is protected by Ofcom's rules for phone companies. You can read about it on Ofcom's number portability page.
There is also a useful safety net. Ofcom explains on its switching landline page that you can still port your number within one month of cancelling your old service. Even so, it is far easier to arrange the transfer as part of your switch than to rescue a number afterwards.
Why this matters now
The old copper landline network is being retired, with Openreach lines due to move to digital by 31 January 2027. Many households are therefore moving to a digital landline, sometimes called VoIP, which carries calls over broadband. Your number can move with you. It is the way the call travels that changes, not the number itself.
How it works with One Touch Switch
Since 12 September 2024, home customers switching broadband and phone services have used One Touch Switch. You contact only your new provider, and they arrange the switch with your old one. You will not be charged for a notice period that runs past your switch date, although early termination charges may still apply if you are within a minimum term.
When you order, your new provider should ask whether you want to keep your phone number. Say yes clearly, and have your current account details to hand. Your old provider will then send you information about the switch, which should confirm what happens to your phone service. Read it carefully, and contact your new provider if anything does not match what you expected. Our guide to One Touch Switch walks through each step.
How it works with a VoIP line
A VoIP line does not depend on the copper wire at your address, so your number is transferred to your new provider's digital phone service. Once it is live, your phone usually plugs into your router or into a small adapter rather than the wall socket. Incoming calls to your number reach that phone instead.
Before you order, check these points with your new provider:
- Which numbers you have. If your current package has more than one number, decide which to keep.
- Any extra services. Features such as voicemail or call barring may work differently with a new provider, so ask about anything you rely on.
- Who the account holder is. The name on the order should match the account the number is on. If the account is in a relative's name, sort this out first.
- Your 999 address. Confirm your registered address so emergency services know where you are if you call 999 from your landline.
Timing on go live day
The number usually moves on the day your new broadband goes live. If an engineer is installing full fibre, that is normally the day of the installation. Our guide to full fibre installation day explains what to expect.
There can be a short period on the day while the number moves across and your phone is connected to the new equipment. A few simple steps help:
- Use your mobile that day. Let close family know you may be easier to reach on your mobile.
- Consider a temporary divert. Some providers let you divert your landline to a mobile for a short time. Ask your current provider whether this is possible before the switch.
- Test once live. Ask someone to ring your number, and make an outgoing call, once your new service is working.
- Tell us if something is wrong. If your number does not work as expected, contact your new provider straight away so they can chase it.
If anyone in your home relies on the landline, for example for a telecare alarm, please tell your provider well before the day. Our extra help page and our power cuts and 999 page explain the support available.
Fees for transferring a number
Charges for transferring a number are set by each provider, and they vary. Ask your new provider whether it charges for the transfer before you order, and check your current provider's terms for any charges when you leave.
Keeping your number with Cyber Fibre
Cyber Fibre provides full fibre home broadband with one VoIP phone line that you can add to your order. You can transfer your existing number or choose a new one. Tell us when you order and we will arrange the number transfer to line up with your broadband go live day. Our switching page explains the process, and our call rates page shows how calls are charged.
If your household or business needs several numbers, extensions or extra handsets, our sister company Virtual Voice Office offers plans for teams.
Bring your number with you
Moving to full fibre does not have to mean starting again with a new number. Check your address to see the packages available, or call our Sunderland team on 0191 543 3432 and we will talk you through keeping your number.