Our teams are here to support you on any challenges that you may have. The easiest way to receive the
support you need is via our Support Video guides, which can be found in the categories below.
Alternatively, speak to us directly through our Webchat service or contact us directly via phone.
WHAT SERVICES CAN I GET?
GET IN TOUCH
Did you know that most common faults and challenges can be resolved through our video support guides?
Click on the links below for step-by-step support.
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 questions 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. HOW LONG IS THE MINIMUM CONTRACT LENGTH FOR BROADBAND?
With our flexible contracts, we offer anything from 1 month and 6 months for broadband packages, then 12
months for fibre packages.
Q. OTHER PEOPLE SHARE MY PROPERTY, HOW WILL THIS WORK?
To ease communication, Home 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 calling our Customer Care Team on
Q. HOW DID YOU GET MY DETAILS?
Home Telecom works with more than half the UK’s letting and estate agents to provide tailor made packages,
without the hassle. Whether your moving in or out, renting or buying our dedicated team are here to help.
Usually at the state of exchanging contracts (sometimes earlier depending on the agent) when you provide
your details to the agent, you authorised them to pass your details onto us so we can take some of the
stress out of the moving process. We go to great lengths to protect the information we hold and restrict
that information to what is required to supply you with a telephone line and Broadband.
Q. HOW ARE YOU ABLE TO SET UP BROADBAND FASTER THAN OTHER PROVIDERS?
Home Telecom is one of the only providers that specialises in the moving market. By getting most of our
customers information early we are able to get things in place so they are as ready for when you move as
possible. We also have our Priority Booking service offering even more priority on the start date.
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.
Q. WHO ARE HOME TELECOM AND GLOBAL4?
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.
Q. WHEN I MOVE OUT, WHAT WILL HAPPEN 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.