Support FAQs

You will be able to retain your number if the premises that you are moving to is in the same exchange area as your current location. If you are moving out of the exchange area then unfortunately this will not be possible. We will check your telephone line to see whether your number is retainable for you when we place the order and inform you either way whether you will be able to keep your telephone number. For more information, on what to do if you are moving house please click here.

We will be happy to upgrade your service if faster services are available in your area.

Please call Customer Services on 0333 320 4020 to see what is available and if there are any plans for new services in your area soon.

Please contact TalkTalk direct on 0345 172 0059, as this email service is not supported by Fleur Telecom. When prompted, please do NOT enter your landline telephone number, but wait for an advisor.

Most sockets have now been upgraded to the NTE5 version that will have a horizontal split through the middle of the front plastic cover, with two screws on the bottom.

Remove all equipment from the socket before removing the screws from the front cover using a screwdriver. Once the screws are removed, carefully pull the front plastic cover away from the rest of the socket.

The master test socket should now be visible on the right-hand side. Plug in the phone to see if the fault remains. If the fault is still present when plugging directly into the test socket, this indicates the fault is likely to be at network level.

BEWARE: Do not remove the screws if there is no horizontal line dividing the front plastic cover. This older style socket does not have the test socket. Plug the phone directly into the socket.

If no fault is found on the Openreach network, or the fault is with your own equipment or extensions, an engineer will visit your property. Possible charges can be found in our Additional Charges information sheet.

Yes, but you will be charged for the diverted portion of any call at your standard rate.

We do have a fair usage policy, which is outlined below.

Landline calls: maximum 2,000 minutes per month to local and national numbers beginning with 01, 02 and 03. If this limit is exceeded, there will be a charge for these calls at the standard rate for non-inclusive periods.

Mobile: A breakdown of the maximum allowance for the Fleur Mobile fair usage policy is shown below.

Package Name Minutes Texts Data Minutes from Fleur Mobile to other Fleur Mobiles Minutes to Fleur Customer Services

Fleur 300 300 300 0MB 3000 3000

Fleur 500 500 500 500MB 3000 3000

Fleur 5GB 3000 3000 5GB 3000 3000

Fleur 20GB 3000 3000 20GB 3000 3000

We do have a fair usage policy, which is outlined below.

Landline calls: maximum 2,000 minutes per month to local and national numbers beginning with 01, 02 and 03. If this limit is exceeded, there will be a charge for these calls at the standard rate for non-inclusive periods.

Mobile: A breakdown of the maximum allowance for the Fleur Mobile fair usage policy is shown below.

Package Name Minutes Texts Data Minutes from Fleur Mobile to other Fleur Mobiles Minutes to Fleur Customer Services

Fleur 300 300 300 0MB 3000 3000

Fleur 500 500 500 500MB 3000 3000

Fleur 5GB 3000 3000 5GB 3000 3000

Fleur 20GB 3000 3000 20GB 3000 3000

We all accept that things can go wrong from time to time but we see these instances as an opportunity for us to set things right and demonstrate our culture of putting the customer at the heart of what we do.

There are a number of methods available to you to log a complaint, please download our Customer Compliance Code form to find out more.