Help with moving your Phone Co-op service to a new home

Moving home

Congratulations on your new home! Now you need to think about getting the essentials up and running - first the kettle, then the phone line!

It's easy to move your phone number, broadband or any other Phone Co-op service to your new address. If you're wondering how to go about it, here are answers to the most frequently asked questions.

How much notice should I give you?

We need at least two weeks' notice to move all of your services smoothly, but we will always do our best to help whatever notice is given.

What if my moving date changes?

If your plans change, contact our Customer Services team and we will do our best to help.

How do I get a new line connected?

Your new home should already have a phone socket, but if there is no ring tone when you plug in a phone, it has either been stopped or ceased. We can tell you in advance what the status of the line is.

If the line is stopped, there is a small charge of £5.88 to restart it.

A ceased line means we will need to install a new line, at a reduced rate of £59.

How do I move my number?

If your move is local, and within the same telephone exchange area, then it should be possible to take your number with you.

If we need to install a new line, it can be connected with your number already on it.

A restarted line is a bit different, as it will already have a number that we will have to change. There is a cost of £15 for this.

I have a cable line. Will I be able to keep my number when I move?

If you have a cable line, and you want one of our Saver packages at your new address, then you will need a new number.

If you order any other service, we should be able to retain the number for you.

I can't keep my number. How do I let people know it's changed?

If you change your telephone number, The Phone Co-op can arrange for callers to your old number to be informed of the new one. This is called Caller Redirect and costs £5 per month or £8.81 for a quarter.

Should I tell people my new number before the line goes live?

We wouldn't recommend it. Any numbers allocated before a new line is installed are provisional. There is a very small chance the number of your line may be different than advised.

I'm not a customer but would like to use The Phone Co-op at my new home. What do I need to do?

We're very happy to hear you want to move to us!

If you want to keep your number, we'll need to transfer it away from your existing provider before you move, so that we then have the authority to put it on your new line.

If you are not worried about keeping your number, we can put in a new line for you for £89.95, or restart an existing line for £5.88. If you sign up to one of our Saver Packages at the same time, the installation cost will be reduced to £78.96.

What about broadband?

Broadband makes the internet faster, but can slow down the process of moving your services!

If you already have broadband, are moving your phone number, and want to have broadband on the new line, we need to do the following:

cancel your current broadband service
move the number to the new, or restarted, line
order a new broadband connection - you'll receive new broadband log-in details, but your phone co-op email address will stay the same

The process takes around 20 working days, so the more notice you can give, the better.

If you are not moving your number, broadband can be set-up on the new line, and be working from the day you move in - as long as we have at least 10 working days' notice.

I couldn't find an answer to my question here; who should I talk to for more information?

If you have any additional questions then please email our Customer Services team or call on 0845 458 9000 between 9am and 7pm Monday to Friday, and 9am-3pm Saturdays.