Last updated: 7th August 2020
In these challenging times, connecting and communicating with others has never been more important – at home, in our communities and in business.
We want to reassure you personally that we at The Phone Co-op are committed to helping you keep in contact with the people who are important to you.
Openreach: Due to the unfolding situation with Coronavirus (COVID-19), the Home Office (HO) has requested that as of 1st April all Communication Providers to make calls to non-emergency 101 service free of charge. This initiative is to enable callers to contact police for non-emergency calls, and to alleviate pressure on 999 services; as such we are now not charging our customers to use these services on any of our consumer or business tariffs.
Openreach have released a declaration of Matter Beyond Our Reasonable Control on all products as of 24/03/2020 @ 23:59
As Openreach provide much of the cabling infrastructure in the UK this will mean that there will be delays affecting the telecoms products reliant on that infrastructure.
Openreach will be prioritising essential work and minimise work that requires their engineers to enter a customers premises.
With immediate effect this will mean that:
We appreciate that this will cause delays for some of our customers, we would like to reassure you that we will do all we can to obtain the earliest resolution for you.
Due to staff shortages at O2 there is currently delays on porting any mobile numbers to our O2 services, this may also be escalated to a complete porting freeze if the situation does not improve. There is also a delay in receiving new batches of O2 SIM’s to our office and although there is current stock levels to continue fulfilling orders should this be depleted we would not be able to request new batches of SIM’s until April 9th at the earliest.
Fairphone's repair facility in France, has now returned to full operational capacity.
Please keep in mind that, while the repair facility is now fully operational, shipping services to and from there may still encounter delays, or are not available in some regions at all.
Thus, the average shipping times can be longer than usual, which impacts the overall customer turnaround times.
The Openreach Number Portability helpdesk has been temporarily closed. This means we are currently seeing some delays in porting any landline telephone numbers to some of our VoIP and others are currently not accepting any new orders. Please contact us to check the current status if you are wishing to place any new VoIP, UC or inbound numbering requests.
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.
Click here to use our line checker. If you are a new customer and our Superfast and Superfast PLUS are available in your area, you can buy online using our website.
If you are already a customer of The Phone Co-op and you'd like to upgrade your package, call our Sales team send an email to firstname.lastname@example.org. To make this process easier and faster, include your personal details and your account number and our team will contact you as soon as we can.
If superfast isn't available where you live yet, find out more 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. Otherwise, the 12-month contracts have a £20 set up fee.
For the Business Fibre setup fee please contact the sales team on 01608 434 000 or email email@example.com.
You'll have to contact your current supplier regarding any termination fees.
First, check out what speeds you can get (by using our Broadband Checker) and choose which Unlimited Broadband deal best suits you.
Secondly, place and order and we'll arrange your switch. We recommend you contact your supplier regarding any termination fees applicable. You'll keep your connection right up to the switch and we'll keep you updated every step of the way.
Finally, start streaming. Connect your new router or call us to re-configure your existing one and enjoy a new faster connection.
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.
- 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)
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're having trouble making or receiving calls on your landline, use our troubleshooting guide here.
There can be several reasons why your phone line doesn't have a dial tone. It's not necessarily always a fault in the telephone network. Carry out some checks yourself first, using our troubleshooting guide here.
Yes, login to your account on the Phone Co-op website and then go to the broadband pages and choose the service you want to upgrade to.
No, you'll have to call our customer service team on 01608 434 000 to upgrade.