Help and Support
Here’s where you can find the answers to our most asked questions!
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Ahead of your go-live date, we’ll send a Onestream router which has been pre-configured to work with your new broadband service. On your go-live date, all you need to do is plug in your router using the instructions provided. If you have any problems, you can contact our customer service team who will be more than happy to walk you through getting everything connected.
It can take up until midnight for your service to go-live.
It usually takes around 16 days for a new order to go live. In most cases we’ll provide you with a go-live date for your broadband services within 48 hours of placing your order.
We dispatch routers 5 days before your service is due to go-live. Once dispatched, we'll send you an email containing a tracking reference. Routers are dispatched on a 48 hour standard delivery via Hermes.
It depends on the installation type and how you're connected at your local exchange. We'll know as soon as we place your order and get a response back from Openreach. If an engineer is required we'll let you know when they are due to visit.
When signing up, we’ll provide you with a minimum guaranteed speed. If at any point during your contract you do not receive the minimum guaranteed speed we promised, you should contact us. We’ll work to resolve this issue with you until you are at least receiving the minimum guaranteed speed.
If you're transfering your services to us, you won’t need to tell your current provider that you’re leaving unless you’re a Virgin Media customer. If you’re with any other provider, we’ll contact them to let them know that we’ll be taking over your services.
During the order journey we’ll provide you with an estimate of the speed you will receive. Factors such as the distance from your home to the exchange, weather and line quality can affect line speed.
No. All of our packages are totally unlimited.
In most cases you’re able to transfer your existing number over to us. When there are circumstances that prevent us from being able to transfer your number, we’ll contact you before proceeding with the order.
The speed of a broadband connection is measured in megabits per second (Mbps). You can measure the speed of your current broadband connection by visiting https://www.speedtest.net/
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