Phone & Landline

Once you ‘port’ or transfer your number to Truespeed, your current copper phone line is deactivated by your current provider. This means any services that used the old phone line won’t be available any more.

You won’t get charged for having two phone lines for one property, but it’s a good idea to let your current broadband/call provider know that you’re leaving them, as there may be cancellation fees if you’re still in contract, but please do not cancel your current contract until your Truespeed service is live.

Porting is an industry term used to describe the transfer of telephone numbers between different properties and providers. A PNPA, or phone number porting authorisation form, gives us the authorisation to contact your current provider to arrange the transfer of your phone number across to your Truespeed service.

Porting your phone number over to Truespeed, means your copper phone line and any broadband services the phone line uses will be deactivated.

But don’t worry. When you switch to us, you won’t be without an internet connection, as the porting process takes place after we activate your Truespeed service.

We have a number of great call packages and bolt-ons to allow you make the most of your phone line. They may even save you a bit of money too.

When you switch to Truespeed, you can transfer your current telephone landline number to us. This is a process called ‘porting’ – which has a one-off cost of £15.

We don’t offer call blocking features on specific telephone numbers as part of a Truespeed service at present.

Some DECT cordless phones come with a built-in call blocking feature or ‘Call Guardian’. This gives you full control over incoming calls, the ability to confirm known callers, block nuisance calls and vet everything else.

We’d also recommend looking at the Telephone Preference Service. It’s a free service that gives you the ability to register and confirm that you don’t want to unsolicited sales and marketing telephone calls. More info on this service can be found here: https://www.tpsonline.org.uk/

To port your telephone number from your current provider to Truespeed, your existing telephone service must still be live. If it’s been canceled or ‘ceased’ we can’t port your existing phone number over to us.

So make sure you keep your phone line active and fill out a Phone Number Porting Authorisation (PNPA) form. We will then raise the porting request and be in contact with the next steps.

It usually takes around 10-15 working days to fully port your number to Truespeed. Once you’ve filled out an online Phone Number Porting Authorisation (PNPA) form and sent it to us, we get the ball rolling once your service is live and notify you when it’s done.

Yes. There’s a one-off fee of £15 including VAT. We’ll add this charge to your first invoice.

It’s important to check with your landline phone supplier to ensure your devices will work in the event of a power outage. It is unlikely cordless phones will work. We suggest that customers use a corded phone and run regular tests to ensure it will work in the event of a power outage.

Your UPS device will last for 1 hour, giving you time to make calls to emergency services or your caregiver. Please note that using your broadband service during a power outage will drain your UPS battery faster. It’s only intended to offer back up to your phone line service.

It’s important that only your Truespeed router and FTU should be plugged into the UPS device, and it should not be used to power any other unauthorised devices as this may shorten the time you have to make calls.

Read our full terms and conditions

A UPS provides a temporary power supply for your broadband router and landline, allowing them to remain operational during a power outage.

A UPS offers a similar service to a battery backup unit. It is a rechargeable device that you plug in your Truespeed router & FTU (Fibre termination unit).

If you currently have a Redcare security service from BT, or any similar BT security alarm product, we’ll need you to move this to another available line before you switch to Truespeed. This needs to happen before we submit the port request to your current call provider.

If it’s not moved or cancelled, the porting request will be rejected. That means we can’t port your current phone number.

Please note: Redcare security services from BT, and any similar BT security alarm product, will only be compatible with a BT-supplied phone service.