I've just spoken to the customer service team to cancel my contract. Whilst they've been able to cancel the broadband and tv package, I've been advised because I want to keep my existing landline number, I am unable to cancel the line and they will be sending me an email to confirm this will cost an ongoing charge of £27.50.
Having problems understanding this - if I switch providers one day before my contract is cancelled, surely they could pick up the number at that point. Has anyone else experienced this?
Thank you for your post and welcome to the community.
Our apologies for the confusion with the landline.
So from what I can gather you're looking to take the number over to your new provider. To do this the line would need to be active. If the line wasn't active then they wouldn't be able to take this.
When setting up with your new provider you need to ask that they contact us to request the number. As long as it all goes through okay, once they have the number this will let trigger the line to be deactivated and we will let you know this is being cancelled.