Did you know most common faults can be resolved through our support guides?
Click on the links below for step-by-step support

For an instant response

Our webchat service is available from 09:00am – 17:30pm on week days and 9:00am-13:00pm Saturdays / bank holidays

Thinking of joining?

Call our team on 03333204020

Frequently Asked Questions

Q. I have forgotten my username.

If you have forgotten your username, do not worry, simply contact our team by selecting “Talk to us online” and choosing the option “I have a query on my bill or invoice” and we can get this information for you.

Q. Why is my first bill higher?

“Your first bill will be slightly higher, this is because we bill in arrears and therefore your first invoice will total to longer than a month, so your bill will be your “normal month” plus any additional days. A detailed view of this can be seen in your invoice by visiting “My account” and logging in with your unique username and password.

If you have still have some quesons on this, please do not hesitate to contact our team by selecting “Talk to us online” and choosing the option “I have a query on my bill or invoice”.”

Q. My broadband doesn’t work. What steps can I take to restore the connection before calling customer support?
  • Restart your computer
  • Restart your router
  • Use alternative ADSL filters (if possible)
  • Use an alternative router (if possible)
  • Close any software on your computer that uses the connection – including games, peer-to-peer software, email programs, messenger programs and webpages
Q. I want to talk to someone about my service.

The easiest way to talk to us about your service is to select the 'Talk to us Online' option, bottom right of your screen. Here you will be able to instantly speak to a member of our team.

Q. Where can I find my wireless key?

This information is normally located on the back or underside of the router. You will need this information when you configure devices to use your router wirelessly. Please note, the wireless key is case sensitive and should be entered exactly as it appears on the router.

Q. What factors determine my downstream broadband speeds?

There are many factors that determine your individual broadband speed, however the most common factors can be found below:

Line length

- Distance from your premises to the local BT exchange.

Line quality

– Quality can vary line to line, affecting the speed of data transfer.

Interference

– Street lighting, car navigation systems, TVs, central heating and other electrical devices, can interfere with the DSL connection causing intermittent connectivity and speed issues.

Micro filter/internal wiring

– Wiring between the phone socket and router, or wiring between the router and the PC/laptop can all cause slow speeds should they be faulty. By replacing each one by one can in most cases narrow the problem down or resolve it.

Heavy utilisation

– If the connection is being shared by many users, this can affect the individual user speeds due to the bandwidth being shared.

Q. How can I test my broadband speed?

You can measure the speed of your broadband using the BT Speed Tests website: www.speedtest.btwholesale.com

Please ensure you follow all the instructions on this page before clicking ‘yes’.

After you have performed a speed test, if you require technical support, please use our webchat service at the bottom of your screen, or visit our support page here.

Q. When I move out, what happens to the router?

If you have a standard router, then this is loaned to you for the term of the contract. If you move and take the services, you can take the router with you or if your move and stop the services, you can leave the router for the next occupiers.

Q. Other people share my property, how will this work?

To ease communication, Fleur Telecom asks to nominate one person to act as the main contract holder. All this means is that we will write to and call one person regarding your account.Should you wish to change the name on the contract, we can organise an account takeover by simply contacting our Customer Care Team on webchat here.

Q. I am moving house. Can I keep my number?

You will be able to retain your number if the premises that you are moving to is in the same exchange area as your current location. If you are moving out of the exchange area then unfortunately this will not be possible. We will check your telephone line to see whether your number is retainable for you when we place the order and inform you either way whether youwill be able to keep your telephone number.

Q. Can I upgrade to a faster broadband service?

We will be happy to upgrade your service if faster services are available in your area. Speak to our team on our webchat service at the bottom of your screen by selecting “Talk to us online”.

Q. I’m having problems with my emails, what should I do?

Please contact TalkTalk direct on 0345 172 0059, as this email service is not supported by Fleur Telecom. When prompted, please do NOT enter your landline telephone number, but wait for an advisor.

Q. I have a Fleur landline and mobile SIM, is there a fair usage policy?

I have a Fleur landline and mobile SIM, is there a fair usage policy?

Landline calls: Maximum 2,000 minutes per month to local and national numbers beginning with 01, 02 and 03. If this limit is exceeded, there will be a charge for these calls at the standard rate for non-inclusive periods.

Mobile: A breakdown of the maximum allowance for the Fleur Mobile fair usage policy is shown below.

Package Name Minutes Texts Data Minutes from Fleur Mobile to other Fleur Mobiles Minutes to Fleur Customer Services
Fleur 300 300 300 0MB 3000 3000
Fleur 500 500 500 500MB 3000 3000
Fleur 5GB 3000 3000 5GB 3000 3000
Fleur 20GB 3000 3000 20GB 3000 3000
Q. Can I retain my existing number if I sign up to Fleur mobile?

Yes, you are able to keep your existing number. To do this, you should telephone your existing mobile SIM card provider and ask for a PAC. Then call 0333 320 4020 with this PAC and your number will be transferred. PACs are valid for 30 days upon receipt.

Q. How can I see how many minutes I’ve used so far this month on my Fleur mobile?

We recommend following the steps below:

  1. Sign in to your Fleur MyAccount by visiting fleurtelecom.co.uk.
  2. Select ‘My Bill’ then ‘Analyse’.
  3. Leave the option in the dropdown menu as ‘Unbilled’ and select CSV to open the usage in Excel.
  4. When the file has opened, go to the end of the data column I, Call Duration, and select AutoSum. Press enter to automatically show your total calls for this month.
  5. Dividing this number by 60 will show the amount used so far.
  6. To calculate your remaining allowance, minus this figure from the relevant row in the fair usage policy table below.
Package Name Minutes Texts Data Minutes from Fleur Mobile to other Fleur Mobiles Minutes to Fleur Customer Services
Fleur 300 300 300 0MB 3000 3000
Fleur 500 500 500 500MB 3000 3000
Fleur 5GB 3000 3000 5GB 3000 3000
Fleur 20GB 3000 3000 20GB 3000 3000

Billing Enquires

Opening Hours

Telephone 01403 216138

Monday to Thursday: 09:00 to 17:30

Friday: 09:00 to 17:00

FAQ

Q. How will my calls be charged?

This is where real savings will be made. Unlike most of our competitors we have no minimum call charges or expensive call connection costs. You simply pay for the duration of the call at our special prices. With uncompromisingly transparent, per second billing (to 4 decimal places), you only pay for what you use. The majority of our competitors are rounding up their monthly telephone bills to 2 decimal places.

Q. How will i receive my bill?

We promise to email you the monthly bill within five days of the start of the month and the direct debit will be collected around the middle of the calendar month. During this time our website has a special login section for you that allows you, not only to review your bill, but in fact gives you daily records of all calls made.

Payment

Opening Hours

Telephone 01302 513239

FAQ

Q. Who are Home Telecom and Global 4?

Home Telecom are part of the extremely successful Global 4 Communications who have built their success in the business market place throughout the UK by providing award winning telecommunication services and equipment with many household names as customers, Global 4 has a presence on nearly every UK high street. Some of its customers include; NHS, Londis, Budgens, BrightHouse, ITV and many more. Take a look around our website, you’ll see we really understand the telecoms industry and have a team of experts who are all passionate about telecoms.

Orders

Opening Hours

Telephone 01403 216135

Monday to Thursday: 09:00 to 17:30

Friday: 09:00 to 17:00

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Saturdays and Bank Holidays: 9am to 1pm

FAQ

Q. How will my calls be charged?

This is where real savings will be made. Unlike most of our competitors we have no minimum call charges or expensive call connection costs. You simply pay for the duration of the call at our special prices. With uncompromisingly transparent, per second billing (to 4 decimal places), you only pay for what you use. The majority of our competitors are rounding up their monthly telephone bills to 2 decimal places.

Q. When I move out, what happens to the router?

If you have a standard router, then this is loaned to you for the term of the contract. If you move and take the services, you can take the router with you or if your move and stop the services, you can leave the router for the next occupiers.

Technical Support

Opening Hours

Telephone 01403 216134

Monday to Friday: 09:00 to 20:00

Saturdays and Bank Holidays: 09:00 to 16:00

FAQ

Q. What happens if I have a fault?

Our dedicated broadband support team are here to help resolve any challenges or issues that you may have. Simply call 01403 216134 Monday to Friday from 9am to 8pm or Saturday from 9am to 4pm.

Sky Support

Opening Hours

Telephone 01403 216134

Monday to Thursday: 09:00 to 17:30

Friday: 09:00 to 17:00

Saturdays and Bank Holidays: 09:00 to 13:00

FAQ

Q. What happens if I have a fault?

Our dedicated broadband support team are here to help resolve any challenges or issues that you may have. Simply call 01403 216134 Monday to Thursday from 9am to 5:30pm and Friday 9am to 5:00pm, or Saturday from 9am to 1pm.