Frequently Asked Questions

What is involved in changing to Shine Telecom? Return to Top
Changing to Shine Telecom is completely seamless, totally simple and you can keep your phone numbers. We inform BT that you have given us authority to carry your calls and provide your line and 10 working days later you switch over to Shine.

Can I try your Service before I enter an agreement? Return to Top
Yes! Shine Telecom will let you “test drive” our reduced-cost calls and lines service for a 2 month period before we ask you for any commitment. If you are not completely happy with the fantastic service and savings, simply cancel during this trial period with no penalties and return to your previous provider.

Do I have to change my phone number? Return to Top
No. You will keep all of your current phone numbers – nothing physically changes with any of your lines or services.

Will I still receive a BT Bill? Return to Top
No. Shine will invoice you monthly for all your calls, lines and any additional services. One bill, one point of contact for all of your telephony needs.

Do I have to pay by Direct Debit? Return to Top
Whilst most of our customers pay their bills by Direct Debit, we also accept payment by cheque, postal order, credit or debit card payments over the phone or through our website or you can take your bill into any branch of Halifax or Bank of Scotland.

If you choose to pay by Direct Debit, you are fully protected by the Direct Debit Guarantee, this Guarantee is offered by all Banks and Building Societies that take part in the Direct Debit Scheme. If an error is made by us or your Bank or Building Society, you are guaranteed a full and immediate refund from your branch of the amount paid.

Shine Telecom invoice monthly on the 22nd of each month and we will notify you 7 working days in advance of your account being debited.

Do I have to change the way I use the phone? Return to Top
Simply: No! You just pick up the phone and dial as normal. Your calls will still be carried in exactly the same way through the same lines and exchanges as before so you can be assured of the same high quality calls and services.

Do I need to buy any equipment? Return to Top
Certainly not, Shine Telecom uses your local telephone exchange and existing equipment, meaning that there is no extra cost, no disruption to your service. And no need to dial prefix numbers.

Will my number(s) still be listed in the telephone directory? Return to Top
One of the best parts of switching to Shine is that all of your existing services are retained, this includes your Phonebook Entry. If you are currently ex-directory then you still will be after the switch over.

I need a new line installing, who do I contact? Return to Top
Shine will arrange the installation of any new lines. All you need to do is call our Technical Team or email us at to make your request. Openreach engineers will carry out the work on our behalf.

What is Carrier Pre Select? Return to Top
CPS is a facility which allows you to make calls using an alternative provider, without having to dial a prefix number. This is how Shine Telecom can provide savings on your telephone calls.

What is Wholesale Line Rental? Return to Top
WLR is a facility which allows Shine Telecom to rent phone lines at wholesale rates from BT and then re-sell the lines to customers, providing a single bill that covers both your line rental and telephone calls and much cheaper prices.

I have a fault on my phone line, what do I do? Return to Top
Firstly, make sure that you have tested the line using a handset which you know works, plugged into the master socket. Any other equipment should be removed from the socket first. If you are still experiencing problems, simply call our Faults Team on 0845 4566990 to report your fault. One of our specially trained technicians will perform remote diagnostics tests and, if necessary, will instruct an Openreach engineer to fix the fault. We also offer Out Of Hours support 24 hours a day, 7 days a week so you’re never on your own.

I am moving offices, what do I need to do? Return to Top
If you are relocating to new premises, all you need to do is contact our Customer Services Team either by writing to us at our office address or by emailing at least 2 weeks before you intend to move to let us know your new address. Shine can install lines in your new premises if necessary, or turn on any ceased lines already in the building. Simply let us know what you require in writing and we will do the rest.

What is “Call Capping”? Return to Top
Depending on your tariff, Shine will cap some of your calls at a maximum price. For example, local and national calls can be capped at 10p. This means that as soon as the total cost of the call reaches 10pence, the remainder of the call (up to 1 hour) is free of charge. Ask a member of our Customer Service Team if you are interested in Call Capping options.

I need to make an International Call, what do I do? Return to Top
Simply pick up your phone and dial as normal! If you intend to make frequent calls to overseas destinations, either call or email our Customer Services Team to make sure that you are benefiting from our cheapest call rates – we are continually negotiating cheaper rates from the networks and our prices to International numbers decrease regularly.

How do I turn on Call Divert? / How do I use my Network Services? Return to Top
If you have any Network Services live on your line, see the service guide for instructions on how to use them.

Are ALL calls starting 01, 02 or 03 included in the Local & National Call Bundle? Return to Top
Yes! Even calls to Guernsey, Jersey and the Isle of Man!