Answers to our frequently asked questions.
Please do not hesitate to contact us if you can’t find the information you are looking for.
Explore Home Phone
How many free calls do I get?
500 minutes of free UK landline calls, (01, 02, 03) & 500 minutes of free calls to UK mobiles (07).
How long do I sign up for?
The minimum term of your agreement is twelve months from the start of service.
Are the prices inclusive of VAT?
Yes, all the prices shown include VAT at the current rate.
Can I make international calls?
Yes, you can view our summarised tariff here.
How long does it take to transfer my number?
The number transfer process takes on average 1-2 weeks. (We will keep you updated along the way).
When should I expect to receive my phone?
Your new phone will arrive once a date is set for the migration of your telephone number. On average this takes between 1 – 2 weeks.
Where do I get the mobile app from?
You can download the app for free from the app store on your Mobile. Simply search for CallSwitch LITE.
How do I install the mobile app?
Once your account is live you will get an email with a QR code, just scan the code and you are ready to make and receive calls.
How do I set up voicemail (answerphone) on my new phone?
Simply press the envelope button on your phone. You will be asked for a PIN and this is included in your welcome email.
All of your answerphone messages will be emailed to you, so there is no need to check your new phone for messages.
How do I get my answerphone messages?
We will configure your voicemail to be delivered to your email address when we set up your new system.
What do I have to do when I receive my new phone?
There are two parts to your new phone.
- Plug the transmitter/receiver into your internet router.
- Plug your phone handsets into a power socket in the rooms you want to base them.
Remember, if your phone is over 100m from the receiver you may need a Repeater.
Does my phone have to go next to my broadband router?
No, only the receiver needs to go next to the broadband router.
Will there be a loss of service during the transfer?
No, the change is simple. Plug your new phone in, and at some point during the day the service will instantaneously switch. Once your new phone is operational you can unplug your old phone and recycle it!
Your new phone can be used to make calls from the day you receive it.
What do I need to tell my old provider?
As a courtesy it’s always nice to say goodbye. Please let your old provider know that you will be moving your telephone number to a new provider.
What do I do if there is a problem with my bill?
Please email us at any time on [email protected]
What happens if I go over my free call limit?
You will receive a small charge for the calls you make over and above your free calls, but we expect this will only happen rarely.
Please do not hesitate to contact us if you would like more information.
I'm on the basic bundle and have changed my mobile number. How do I update you?
Just send a message to [email protected] and we will make the change for you. Changes typically take 24 hours’.
Can I use my own IP phone?
Yes, as long as you know how to log in to it you can use your own phone. We will email the credentials so you can reconfigure it.
We are on hand to help if you struggle, but there will be an additional charge of £85 inc VAT. In order for us to help, we will need you to plug the phone in and grant us access to a PC/computer.
Who will install my new phone?
You will – it just needs to be plugged in! Your new phone will arrive pre-configured and tested, all you need to do is plug it into the back of your broadband router and connect the power supply.
I'm not confident enough to install it for myself, can you do it for me?
Sure thing! If you’re taking our Premium Bundle, for an additional £99 (inc VAT) we can send an engineer out to plug the phone in for you.
If you have our Ultimate Bundle, we will also help you to install and set up our mobile app at the same time.
I don’t have any spare plugs on the back of my router, what do I do?
Speak to us about a small switch. This device will give you extra sockets for your equipment and cost around £20.
Please click here for details of our Terms & Conditions
Learn more about the BT switch-off.
Please do not hesitate to contact us if you have any questions.
When will the switch-off happen?
BT plan to cease service by 2025.
Why are BT withdrawing traditional land lines?
The equipment serving the network is ageing and becoming trickier to maintain. The move to digital will provide homes with greater reliability and functionality. Other countries have already started to make the move and the UK will follow suit in 2025.
Does this mean that my line will stop working?
Yes. All copper lines will be taken out of service by 2025 and this will also impact any homes that currently still run a traditional broadband connection or the odd fax machine. It may also Impact monitoring for homes that have an older alarm system.
What can I do to ensure that I don't lose my home phone?
Contact your internet service provider, or us if you’d like to change :-). As soon as you have a fibre connection we can move your telephone number and get you up and running on Cobalt Home Phone.
You can find out more from BT here
