If you think there's a fault on your line, or a problem with any of your calling features, please call our team on 01608 434 000 or email hello@thephone.coop. If you are a business customer please call 01608 434 070 or email businessservices@thephone.coop. The Technical support hours are Mon - Fri: 8am - 8pm.
Transferring an existing line usually takes 2 weeks, this is dependent upon the engineers availability in your area. We cannot transfer cable lines.
There is no set up fee if you choose the standard 24-month contract.
The minimum contract length for new installations is 12 months. The 12-month contracts have a £20 set up fee.
If you currently have a cable line you will need a copper line connecting to your property, and you will be allocated a new phone number if you want to use our services.
You will be responsible for letting your current cable supplier aware of the contract termination.
If you are on our Evening and Weekend tariff, all calls under an hour long to 01, 02 and 03 numbers cost nothing between 6pm and 8am Monday to Friday and over the weekend. For the Anytime tariff, all calls under an hour long to 01, 02, 03 numbers cost nothing, all day every day.
After an hour, calls are charged at 10.5p per minute with a 16p connection charge.
You can look up the rates for all current national and international call costs here.
The costs of all these calls is made up of two parts, an access charge and a service charge. The service charge is set by whoever you are calling, and must be displayed wherever the number is advertised. The access charge is set by your phone company. Our access charge is 9p per minute inc VAT. If a number is advertised as having a service charge of 10p per minute, then the total charge is the service charge, plus the access charge; in this example the total charge would be 19p per minute.
The most popular features we offer are 1571 free answer service, call waiting, ring back or call diversion. For more features see below or contact our customer services team on 01608 434 000 or email enquiries@thephone.coop.
Click here to use our line checker and choose from one of our packages.
Superfast broadband technology uses a fibre optic cable which gives you a much higher download and upload speeds.
Click here to use our line checker. Superfast broadband is still being rolled-out across the UK and we expect to be available to 95% of UK households from 2017.
If superfast isn't available where you live yet, you can find out at the Openreach website.
Our Superfast Fibre - Self Install has no setup fee. Self install means you plug in the pre-configured router and you are ready to go online.
There is no setup fee for our standard unlimited broadband if you choose the 24-month contract. If you'd like to have a 12-month contract, there is a £16.67 set-up fee.
For the Business Fibre setup fee please contact the sales team on 01608 434 000 or email businessservices@thephone.coop.
You will get a free router when you switch. However, if you are switching to our Unlimited broadband, we encourage you to save electronic waste by reusing your old router plus a £1 monthly discount will be added to your bill.
If you are switching to our Superfast Fibre we recommend you to use the new router provided with your package.
For business customers, we only supply free routers with the Business All-in-one package. If you you have any questions please contact our Business team on 01608 434 070.
If I switch to The Phone Co-op and I still have a contract with another company will they charge me?
You'll have to contact your current supplier regarding any termination fees.
If you are new to The Phone Co-op we'll aim to get you up and running within two weeks but sometimes it can take longer. Once we have processed your order we'll be able to give you an estimated switchover date.
For some homes we are able to offer broadband via fibre optic technology, called fibre to the cabinet (FTTC). To see if you can get FTTC please enter your postcode and telephone number here.
Broadband speed is the rate that information is received (download) or sent (upload) on your broadband line. It's measured in Megabits per second (Mbps). To see what your speed is please enter your postcode and telephone number in our broadband checker.
Read our blog to Boost your broadband speeds
If there’s any problem with speed and you’re not getting the speeds we’ve told you your line is capable of, we’ll do our best to resolve the issue. If you’re not completely satisfied after 30 days of reporting your problem, you can walk away, no questions asked. This promise applies for the duration of your contract with The Phone Co-op.
This guarantee only applies if the issue is due to problems with the broadband service we provide. It does not apply to problems with the copper line supplying your home, or with your Wi-Fi connection from the router to your device (for example if you get good speed in one room and poor speed in another, it is likely to be down to the router signal, not the broadband speed).
The guarantee applies if you are not getting the minimum specified broadband speed in your order details. It does not apply to the advertised average or ‘up to’ speeds. You must use our speed checker at https://www.speedtest.net/ so we can view the speed you are achieving and confirm whether you are achieving the minimum specified speed or not.
Also please note the following:
Moving house? We need at least two weeks' notice to move all of your services smoothly. So let us know when you are moving and we'll arrange phone and broadband for your new house once you have a working line, and cut off the broadband service at your old address.
To check your broadband speed you can check the speed, please use our guide to help you do this.
If you’re experiencing nuisance calls, then take a look at the below features to help block unwanted calls and learn more about how to report a scam caller.
With our free calling feature Caller Display, you can see the person who is calling you before you pick up the phone. If unsure of the caller hang up.
Choose to Refuse is a free service that gives subscribers the ability to ‘block’ specific telephone numbers from calling you. The caller will be informed that the caller is not accepting calls via a message.
These useful links will also give you advice on how to tackle nuisance and scam calls.
