Frequently asked questions...

Will I lose internet while I’m upgrading and will an engineer need to visit? If it’s simply a swap to a better hub and you are keeping the same phone line then you’ll only be offline for as long as it takes to set the new hub up. If you are changing providers or getting a different type of broadband then you may be off-grid for a few hours or days.

Unless you require a new line or a fibre optic installation, there’s no need for an engineer to visit. You’ll get the new hub in the post so you’ll just need to plug it in and off you go. Remember to update the wi-fi password on your devices to the new one!

Do I have to contact my old provider to cancel before I sign up to someone new? In most cases no, but it depends on who you are moving from and to. For instance, every major provider except Virgin is on the BT Openreach network so, if switching between them, then it’s the new supplier’s job to notify your existing one and cancel the contract. If you are moving to or from Virgin Media, which runs its own network, you should contact your provider to cancel. They will give you a termination date, which you can co-ordinate with your new start date to avoid being offline for too long. Can I get broadband without having a landline? Most providers require you to have a phone line as the broadband needs this to deliver its service so factor in line rental as part of your budget. You can get broadbandonly deals from BT and Virgin Media but these tend to be more pricey.