The household
Number, television and alarms
The broadband line is the thing One Touch Switch is built to move. The rest of the household often sits on a different contract that happens to share a bill or a router. This page is the list to clear before you agree a date.
Reviewed 5 November 2026 · 6 min read · Independent · Not a price list
The phone number
A fixed number that is part of the broadband or landline service can often be kept, if you ask and if both providers support it. It is not automatic in every product. Ask the gaining provider whether the number can port, and ask the losing provider whether the number is even theirs to release. A number that belongs to a mobile, a separate voice company, or a business service is a different process.
If you do not care about the number, say so, so nobody spends the appointment on it. If a relative, a school or a bank has the number, you care about it even if you rarely dial out. Decide before the day, not during it.
Ceasing the old service yourself, before a port is agreed, is a common way to lose a number. Let the gaining provider start the ordinary switch, and keep the old service up until they confirm the number has moved or you have agreed to drop it.
Television is usually a second decision
A pay-TV package, a set-top box, a streaming puck tied to a broadband brand, or a television set supplied on credit can be a separate contract. One Touch Switch of the line does not cancel it and does not move it. You can end up paying for television you meant to leave, or losing television you meant to keep.
Price the line alone. Then decide about the television. A “bundle saving” that requires you to keep both is not a broadband price. If you are switching away from a brand whose television you still want, ask that brand what the television costs without their broadband. Get the figure before you order the new line.
Aerial and satellite equipment that you own is not the provider’s box. Do not return your own television. Do return their box when they tell you to, or you may be billed for it. Returning it on the morning of the switch, before the new service works, is how people spend a week with neither.
Alarms, telecare and card machines
A care alarm, a burglar alarm that uses the line, a medical pendant, or a shop terminal can depend on the broadband or on the phone service in a way the broadband provider does not monitor. Tell the monitoring company the switch date yourself. Ask whether the device needs a phone line, a data connection, or a battery path. A full-fibre install can remove the socket the device was using.
Do this before you agree the date, not on the day. The engineer is there to fit a network terminal, not to recertify an alarm. If nobody in the house can be the person who understands the device, delay the switch.
We do not keep a register of vulnerable customers and we do not want medical details. Tell the provider and the monitoring company. If the line is the way a person calls for help, a few days of overlap between old and new service is cheaper than a gap.
Mobile is not the line
A handset plan, a SIM-only deal, or a mobile broadband backup is a mobile contract. One Touch Switch does not move it. A discount for having mobile and broadband at the same brand exists only if the order says so, and it can end if one of them ends. Read that clause.
A strong mobile signal is not evidence that full fibre can be installed. A full-fibre install does not improve the mobile mast. If the household’s real backup is a phone hotspot, test it before you rely on it for the switch day.
Do not send PAC codes or mobile account details to this website. The mobile provider handles a mobile switch. It is a different text message, a different process, and a different bill.
Questions
- Will I keep my landline number?
- Often, if you ask and both providers can port it. It is not automatic on every product. Do not cease the old service before the port is agreed.
- Does the switch move Sky or another TV package?
- No. Television is frequently a separate contract. Ask what it costs without the old broadband before you assume it is included or cancelled.
- Who tells the care-alarm company?
- You do. The broadband provider does not monitor that contract. Tell them the date, and ask whether the device survives the new socket.
- Does a mobile discount move with One Touch Switch?
- Only if the new order says so. The mobile plan itself does not move as part of the broadband switch.
- When do I return the old box?
- After the new service has been stable, and when they tell you how. Returning it early can leave you with nothing if the new install slips.
- Should I tell you about a medical device?
- No. Tell the provider and the monitoring company. Do not send health information to this site.