Superfast broadband technology uses a fibre optic cable which gives you a much higher download and upload speeds.
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 choose the 12-month contract, there is a £20 set up fee.
For the Business Fibre setup fee please contact the sales team on 01608 434 070 or email firstname.lastname@example.org.
You will get a free router when you switch. However, if you are switching to our Unlimited broadband, we encourage you to re-use your old reouter and save £1 on monthly bills to help tackle e-waste.
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 have any questions please contact our Business team on 01608 434 070.
- 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)
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.