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Any questions about your home broadband call us
0800 230 0202

Frequent Questions

Home Phone

• 1. How do I order Home Phone?

  You can call us on 0800 230 0202. You'll need to already have Home Broadband, and you'll need to have your online broadband username and password handy. Don't worry if you've forgotten them, we can help.

• 2. What are your prices?

  You can look at our pricing document if you'd like to see the price of every call. But, if you'd like to know the prices for calls that you'll make most, click here.

• 3. Can I have one bill for my broadband and home phone?

  Our customers have told us that they want to have one bill for their home and broadband so that's what we've given you. Your bill payment will be taken from your existing Direct Debit if you've already got Home Broadband with us.
  
  All our bills are online. But if you need a large font bill, an audio bill or a Braille bill, please call us and let us know.

• 4. Can I get all the normal services like Call Waiting?

  Yes you can. You told us that you wanted to be able to add what you wanted and not to have it all built in, so that's what we've done.

• 5. Do I need to sign a new contract if I have broadband already?

  If you're still in a contract period with us, you'll need to sign a new 12 month contract for your broadband and home phone. If you're out of your broadband contract, you can choose to sign up for a 12 month contract on broadband and home phone, or choose our 30-day rolling contract option. There's a £30.63 set-up fee for the 30-day rolling contract package.

• 6. Can I keep my current phone number?

  We'll always try but unfortunately it's not always possible. Our friendly advisors will be able to give you more details.

• 7. Can anyone get a home phone with you?

  Most people can get a home phone with us, and we're able to install new landlines or switch you over from other providers if required.

• 8. Can you put a new landline into my property?

  Yes. If you need to have a new landline put in, we can arrange this for you. There's an £86.81 charge for sending the engineer out to do this work.

• 9. What if I don't like it?

  We really hope you do, but if not, you always have our 30 day happiness guarantee. You can cancel your service at anytime within the first 30 days.

Home Broadband

• 1. What connection speed can I expect?

  Home Broadband is always fast. But broadband is an inexact science. The speed you actually get varies, and it depends on lots of things. Mainly, it comes down to how far you are from your local telephone exchange. The closer you are, the better the chance of getting a scorchingly-fast connection. If you're further away, we have to throttle back a little to make sure the broadband signal gets through OK. We always give you the highest speed we can – and as long as you can get Home Broadband, it'll be fast enough.

  Find out more about things that could affect your broadband speed

• 2. What if I am not getting the speed I thought I would?

  Broadband speed can vary dependant on many factors outside our control, the main one being length of your landline. The further you are from your local exchange, the less speed we can give you. For the first 2 weeks of service we will monitor your speed to get a more precise reading. If we find you are not getting the speeds we estimated we are happy to adjust your package to a lower one (if available).

  Find out more about things that could affect your broadband speed, or visit our help section to see what you can do to improve the speed of your Home Broadband connection.

• 3. Will Home Broadband work with my Apple Mac?

  Yes – and it's easy to get started, without using the set up CD. All you have to do is plug everything in and switch your wireless box on. You'll be online straight away.
  
  If you want to go wireless or change how your connection is set up, you can use the Home Broadband advanced settings. And if you need help with connection problems or your email, you can give us a call.