topic Re: Cancel home phone in Home Phone

Cancel home phone

Nudger29 — Mon, 10 Nov 2025 21:29:53 GMT

We have just been moved onto fibre and the internet/wifi is working well. Initially, our land line phone still worked via the old phone socket. However, this has now been terminated. However, when I plug our phone into the new Wi-Fi hub router it is not working (cannot make calls or receive calls).

Rather than go through the process to get this working and potentially having to purchase a new phone in case our existing phone is not compatible I wish to cancel the home phone service and obviously keep the broadband and mobile services).

What do I need to do to cancel the home phone service, looks like I cannot do this online, is there a specific number I can call?

Re: Cancel home phone

Gliwmaeden2 — Mon, 10 Nov 2025 21:50:29 GMT

It's always the 03451 720088 number, but make sure that they are clear that you are simply confirming that your old phone service should be cancelled (if they cut you off, they maybe know this already, but make sure that the billing is correct!).

Spell out that you are keeping the FTTP service for your internet.

You'd have had to specifically order a VOIP at the time of booking Full Fibre to keep the use of the phone number, @Nudger29, and it can't be added later on without a whole new package order, so good idea to just let it go. It usually carries a £2 charge anyway, before the cost of calls / boosts etc, so if you don't really need it, good to save the pennies.

If you actually did order VOIP, spell out that you want it cancelled and why.

Re: Cancel home phone

Gliwmaeden2 — Mon, 10 Nov 2025 21:48:30 GMT

@Nudger29 the number is available 9am - 7pm weekdays and till 6pm on Saturdays. Not available for this on Sundays.

Don't use Chat instead, as they aren't authorised to actually process cancellations.

Re: Cancel home phone

Nudger29 — Mon, 10 Nov 2025 21:52:14 GMT

Thanks @Gliwmaeden2 , I hope to give them a call tomorrow.

Appreciate the timely response!

Re: Cancel home phone

mandisa1-TT — Tue, 11 Nov 2025 07:03:41 GMT

Thank you so much for the support @Gliwmaeden2

Hi there @Nudger29 the information provided by @Gliwmaeden2 is correct, you can contact the team via the provided number.