Broadband and Phone
What are the different kinds of internet connection available in the UK?
This is a breakdown of the physical infrastructure of the most common types of home internet access in the UK; FTTC, FTTP, DSL/ADSL and Mobile Broadband. FTTC - Superfast Fibre to the Cabinet The majority of people in the UK get their internet ...
Do I need to cancel my current internet plan before placing a new order?
No, you can place a new order without cancelling, If you are changing networks, for example switching to or away from Virgin Media or Hyperoptic, then you will need to cancel your service but you can do this at any time. You will usually need to give ...
Why is my internet provider blocking some websites?
Some Internet Service Providers have parental controls that can be enabled and disabled through your online account. If these are disabled and the website you are trying to access is still blocked then the site is likely blocked throughout the UK due ...
How can I set up a static IP address?
Your IP address will typically vary across different browser sessions, but some programs and networks limit access to particular IP addresses, necessitating a static IP. Depending on the network availability at your property, static IP services are ...
Can I use a VPN with my broadband provider?
Yes, every UK broadband provider allows the use of VPNs.
Can I use my own router with a broadband package?
UK broadband providers supply a router as part of their set-up which is usually linked to your account, requiring that it be used as a primary modem. If you have your own high-performance router that you would prefer to use you should be able to ...
Where can I find my landline number?
The new phone number assigned to the landline at your property will be sent to you as part of the welcome communications from your new supplier, and should also be visible through your online account. You can choose to transfer an existing landline ...
Can I move my broadband contract to another address?
All providers allow you to transfer your service to another property, provided that they are available at the new address. If you move to an address your supplier is not available you may have to pay an exit fee.
If my package includes a phone line, will I be sent a phone?
No, a landline handset is not usually included in any broadband and phone packages. If there isn't a landline phone in the property and you would like one they can be purchased from any electronics retailer.
What is my 'minimum commitment period'?
When you sign a contract for your broadband or TV, you will agree to a particular contract length. During this time, you are agreeing to pay for the service each month and your supplier is agreeing to keep your service operating as it should and to ...
What is the 'cooling off period'?
UK broadband providers are required to allow users to exit their contract without penalty up to 14 days after the service begins. If you have any problems with your broadband service, let your provider know as soon as possible. They will try and ...
How long does it take to set up internet at a new property?
Setting up a new internet connection can take as long as 4 weeks, or as little as an hour depending on the infrastructure in place and the supplier you opt for. We've given some estimated time frames below, but your Please Connect Me agent will be ...
What happens if I end my broadband or TV contract early?
If you end your contract before the minimum term agreed to then you will be required to pay an exit fee based on the number of months remaining. This fee can vary slightly as it is based on the ongoing costs incurred by the provider, but is usually ...
Why is my installation or activation date delayed?
Installation of a new broadband service typically takes 1-2 weeks in the UK, although it can be delayed by unexpected factors such as a lack of available engineers or the previous occupants leaving their service in place, or because more work is ...
Why haven't I received a confirmation email?
Your confirmation email should arrive in the first 24 hours after placing an order. The email will be sent to the address we've been communicating on, unless you specified another address during the signup. As these emails are automated, they can ...
Why does my internet supplier need to drill at my property?
If a particular supplier’s infrastructure has not been set up at a property before they may need to drill an access hole through which they will run cable. If you are not the property owner you will need to confirm their permission for this before ...
I haven't received a discount, promotion or free gift that was included in my order
Any discount or promotional pricing should appear on your first bill - you may see the original total first and then the discount appearing as credit. If the pricing on your bill is wrong, you can reach out to your supplier through your online ...
I need to change or reschedule my order
Once your initial order has been placed, we are no longer able to make any changes to your broadband order. Only named contract holders will be able to add services, cancel an order or change an installation date. The easiest way to do this will be ...
Why is my internet slow?
Every internet package in the UK comes with an estimated average speed and a guaranteed minimum speed. Your home connection should be around the average speed most of the time, and shouldn't dip below the minimum guaranteed speed at all. If your ...
Why is my the first payment of my contract higher than my agreed monthly bill?
When you make your first payment on a new communications contract, or when you receive your bill, it's common for the total to be higher than the normal monthly payment. This can be for a few different reasons, and you should be able to see which ...
Popular Articles
What's a pre-payment meter, and how can I have this changed?
A Pre-Payment, Pre-Pay, Key or Card meter is an energy meter that you top up with credit before use. Credit can be added online or through an app, or some older meters use a card or key you can top-up in a local store. You will be given directions ...
I've received a bill addressed to someone else
There may be a period between arriving at your new property and your registrations being finalised where you receive letters from your utility suppliers that are not addressed to you by name. Bills addressed to 'resident' or 'the occupier' are sent ...
What's the fastest way to get proof of address?
If you require a paper bill as proof of address, for example, to open a UK bank account, then the fastest option is a Council Tax bill. If you reach out to your local authority directly and let them know you require proof of address they will either ...
How do I register for a GP?
You can find local GPs and see the services they offer here. Registering with a GP is usually done online, but it varies from practice to practice so you may have to call or send an email, but you'll be able to find details on the website of ...
How to read an energy meter
Why take Meter Readings? Your energy meters measure the amount of electricity and – if you’re supplied – gas that you’ve used at your property. Submitting regular meter readings means you pay for the energy you actually use, rather than your ...