Skip to main content

Phone & Broadband

How do I report a line fault?

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 enquiries@thephone.coop. If you are a business customer please call 01608 434 070 or email businessservices@thephone.coop

How long does it take to transfer my line to you?

Transferring an existing line usually takes 2 weeks, this is dependent upon the engineers availability in your area. We cannot transfer cable lines.

How much does it cost to have a new line installed?

If you need a brand new line then that is a standard installation and will cost £60. The minimum contract length for new installations is 12 months.

Can I use you if I've got a cable line?

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.

How much are calls to...?

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.

How much are 0845, 0870, 118, 0844, 0871, 09 etc calls?

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.

What calling features are available?

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.

Which broadband option is right for me?

Click here to use our line checker and choose from one of our packages.

What is Superfast Fibre?

Superfast broadband technology uses a fibre optic cable which gives you a much higher download and upload speeds.

Can I get Superfast Fibre?

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.

Do I have to pay a setup fee?

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. 

Alternatively, if you prefer an install by a qualified engineer (Superfast Fibre - Managed install) there is a £79 fee to be paid upfront when you place an order. 

There is no setup fee for our standard unlimited broadband.

For the Business Fibre setup fee please contact the sales team on 01608 434 070 or email businessservices@thephone.coop.

Do I get a new router?

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.

How long will it take to get broadband up and running once I've ordered?

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.

What is Fibre To The Cabinet or FTTC?

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.

What is 'broadband connection speed'?

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.

What affects my broadband speed?

- How close do you live to your telephone exchange

- The length and the quality of your telephone home wiring

- Whether your broadband microfilters are correctly installed

- Processing speed of your computer, router or modem.

- The speed of connection between your computer and router/modem (an ethernet cable is faster than WIFI).

What happens if I'm not happy with my Broadband service?

A: 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:

  • If you cancel a planned engineer visit, we may extend the deadline by a reasonable period so that we have time to work together and resolve the problem.
  • If you can’t attempt to diagnose or resolve the problem when you report it to us, for example if you are away from home or the affected premises when you report the problem, we may extend the deadline by a reasonable period.
  • If you repeatedly miss planned engineer appointments or fail to take reasonable steps as requested by us – meaning that we can’t help to diagnose or solve the problem – the guarantee will no longer apply, and you will be charged for your broadband as originally agreed and a missed appointment charge will be added to your bill. You will be told when this has happened and we will clearly explain why.
  • There may be other exceptional circumstances beyond our control – for example, a missed or delayed Openreach appointment, the need to obtain street works permissions or severe weather which causes multiple faults across parts of the UK – which make us technically unable to resolve the speed problem. In this instance, we may ask you for more time to see if we can fix the issue.

What happens if I move house?

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.