Frequently asked questions
Will I need a separate telephone line rental?
No. Whilst this service is copper based, you will not require a separate telephone service or line rental to be taken.
I have a copper based telephone service with my current provider, will I lose it?
Yes. This is a SoGEA, broadband-only, based service. Therefore, upon transfer, you will lose your current phone service, over copper, as part of industry wide transition to data only products.
What hardware will I need to supply in order to work with the service?
You will need to supply a VDSL router or modem to work with this service. We can offer you advice if you contact our teams.
What does Standard Care mean?
In the event of a service fault, services with Standard Care will look to be cleared of a reported fault within 40 clock hours of receipt of the fault being reported to us, excluding any allowable parked time.
What happens after the minimum contract completes?
Once your minimum contract completes, you move onto a rolling monthly contract, paying the same monthly rate.
If I want to end my contract, will there be a charge?
If you are looking to end your service, whilst still within your contract, we will ask you to settle any remaining months in full. If you do not transfer (migration) your service to another provider, we will also charge you a £45.00 fee to disconnect the service.
I am moving home, is there a charge?
Yes. There will be a £45.00 Broadband Cease fee to end the service at your current property. If there are any
remaining months left on your minimum contract to complete, whilst at this property, you would also need to settle these in full. Contracts are not transferred between properties. Reactivation charges at your new property are possible,
subject to contract options available and availability. It should be noted that charges will also be triggered
if your telephone service is cancelled causing our broadband service to be ceased.
Further thoughts or questions?
If you are looking for some specific information or generally have a few unanswered questions that we have not managed to get squeezed onto this page, don't be shy, give us a call on 01746 708090 or submit a sales ticket
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