As a rule, if you don’t know what this is, you don’t need it. If you think you might, give us a call and we’ll discuss whether this works best for you.

If you have an existing connection you’ve asked to transfer to us, generally only a few days to a week-we’ll email you as soon as we have a confirmed date. Sometimes it takes a little longer if we strike problems, but we’ll let you know when this happens. To make sure things go as smoothly as possible, please make sure you supply the correct account name and account number for your current ISP. If you’re transferring to us and also upgrading at the same time, things could take a little more time.

If you’re ordering a brand new ADSL or VDSL connection through us, we should let you know within a couple of days when we expect it to be done-most of the time this is around a week from the time you order, but sometimes it takes a little longer.

If you’re ordering a new Fibre connection, and you live in a single house that faces the road that you own, with no shared driveways or Rights of Way, the connection should be done within a few weeks to a couple of months, barring any unforeseen delays. If you rent, the fibre company will need to gain the written consent of your landlord. If you live in a building with other tenants (like a row of flats or an apartment building) or have a shared driveway, and none of the tenants currently have Fibre, installing Fibre can take quite a bit longer, as the fibre company will need to gain written consent from every affected land owner. A few weeks after after you place your order, the fibre installation company will begin contacting land owners (if you or your neighbours haven’t hear anything after a month, please give us a call so we can follow up.)

To speed up this process, you can get your neighbours’ landlords to fill in their consent forms ahead of time (if you’re in a Chorus area, you can find it here, if you aren’t sure who your Local Fibre Company is, get in touch with us on 08004SPEED and we’ll help out.)

If your building already has Fibre, the install process is a lot faster, since the connection to your building is already done. If you already have an ONT (“Optical Network Termination”, the box on the wall you connect your router to for a fibre connection) please include this information in your order. If you’ve already placed your order, please let us know that you already have an ONT installed, preferably also including details of the serial number listed on the labels on the unit.

Unfortunately, installing Fibre can take a while and it can be hard to tell where your order is up to. We’ll do everything we can to keep you informed, but to make things a little bit easier for you, if it looks like it’s going to take more than a month, talk to us and we’ll see if we can sort you out with some kind of temporary solution until it’s in.

Once you provide us with the details of your current connection, we’ll do the work coordinating the cutover with your old provider. As a rule of thumb, you don’t need to talk to your old provider at all about the services you specifically tell us to switch over, but we recommend calling them once we’ve switched you over to make sure there aren’t any extra charges or services still on your account with them that you want with us instead.

Please note: some services, like fixed copper phone lines, mobile phones or email accounts, may need to stay with your existing provider, and you may need to discuss these with your existing provider before the transfer to ensure they don’t accidentally cut you off. Give us a call on 08004SPEED to discuss if you’re unsure, we can help you figure out what you need to do.

No, sorry, we’re strictly about that fast internet and phone calls running over it.

We don't have a Voice only plan that's specific to residential customers, but if you want to sign up to one of our business Voice plans, give us a call or drop us a line. Note that our Voice services require special equipment to work: the ZyXEL VMG8324-B10A that we have available for rent or purchase will do the trick, but if you aren't using this router we may need to talk to you about other equipment that you may need to rent or buy.

Yes, this is no problem at all. It might pay to check your contract with your current provider though: some providers offer “bundled pricing” which requires both a phone line and an internet connection, so if you transfer your broadband away, they may start charging you more for your phone line. To be extra safe, please state “I wish to keep my phone line 0X XXX XXXX with my existing provider” when entering your order.

We try and get your first bill out to you the month after your connection with us starts working. We usually won’t charge you before then. Sometimes (such as when additional work is required to install Fibre) we may need you to pay for parts of an install up-front, but we’ll always discuss these charges with you before proceeding. Bills are generally sent out in the first week of the month, and are usually due on the twentieth of the same month. We charge fixed recurring costs (like your monthly broadband rental) in advance and variable usage charges (like phone calls) in arrears.

This is the option we recommend you select if you don’t already have an internet connection at home. It involves a Chorus technician coming into your house and making sure the wiring in your walls is up to scratch, then making sure that your connection is working on one of your jackpoints (and showing you which one it is.) If you don’t select this option, Chorus will only connect your ADSL remotely, so they won’t be able to check if it’s working properly; you’ll need to do that yourself. If anything goes wrong, or you can’t get it working, you’ll need to call us on 08004SPEED or reply to the email we sent you about your connection, and we may need to get Chorus to visit after all, which generally involves a charge.

Yes, but it’s important to remember that, much like a mobile phone, loss of power or service will prevent 111 calls, and your Voice service is also dependent on your Internet service, so any issue that affects your broadband will also affect your ability to make 111 calls. For this reason, we strongly recommend that you always have an alternative way to make 111 calls on hand, like a mobile phone.

The easiest way to reach us is to reply to one of the emails we’ve sent you regarding your order. This is because these emails are linked to our internal ticket system, and the conversation is available to everybody you talk to. Alternatively, you can call us on 08004SPEED or 094444444.

Yes, but it’s important to remember that, much like a mobile phone, loss of power or service will prevent 111 calls, and your Voice service is also dependent on your Internet service, so any issue that affects your broadband will also affect your ability to make 111 calls. For this reason, we strongly recommend that you always have an alternative way to make 111 calls on hand, like a mobile phone.