Customer Service Levels
Due to the second national lockdown and the limitations this causes, our suppliers are once again experiencing delays and restrictions to normal service. As a result, we are also experiencing delays in the processing of our requests. We hugely appreciate your understanding and patience as we work through this together.
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: We are facing challenges for both provision and repair. Since the easing of restrictions, we’ve seen unprecedented repair intake, receiving the highest faults ever over a four-week period which has put a great deal of strain on our operations. This has come at a time of high provision activity, dealing with the orders that we were not able to complete during restricted period, combined with buoyant new demand. This high demand is compounded by the continuing impact of COVID-19.
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.