Frequently asked questions

Have a question surrounding our products? Look no further! Check out the information below for quick and helpful answers.

Frequently asked questions

How do you set up my broadband?

Once a package is chosen, our orders team will confirm your go live date with Openreach, followed by some communication to yourself in the next few days. You will be informed a day and rough time of installation, as well as receiving your router the working day before installation takes place.

We will also inform you if you or someone over the age of 18 will need to be present in the home for your installation

How do you set up my council tax and water?

We confirm the data we have received from your referencing agent/letting agent. We submit this information to notify the local council and water authority of your move.

How do you set up my energy?

With your help, we gather information about your new property (fuel type, number of bedrooms, etc). We submit this information to find a recommended supplier as well as estimated consumption and monthly cost.

What is the difference between ADSL, FTTC, and FTTP?

ADSL: ADSL stands for Asymmetric Digital Subscriber Line and is the most commonly available type of broadband, delivered through the copper wires of your phone line. ADSL has a national average download speed of 11mbps and runs off the BT Openreach network. Available to around 94% of the UK. Includes a landline service.

FTTC: Fibre-To-The-Cabinet broadband is delivered via clusters of fibre optic cables (each one thinner that a human hair) and speeds are faster than ADSL. FTTC has a national average download speed of 35mbps/63mbps dependent on package. This runs off the BT Openreach network. Includes a landline service. Available to around 94% of the UK.

FTTP: Fibre-To-The-Property broadband, as the name suggests, involves fibre optic cables running directly to your home. It is faster than Fibre-To-The-Cabinet but currently only constitutes a minority of broadband connections. FTTP services can offer speeds of up to 1,000mbps. No landline service. Fibre provided directly into the property not using the copper line, this ensures the speed into your property with little to no variance (speed can fluctuate dependent on router location, etc).

How long is the maximum contract length for broadband?

Dependant on package selected. We offer from 1 month rolling contracts all the way to 24 months. We always recommend selecting the contract length that parallels with your tenancy agreement.

How long is the minimum contract length for broadband?

We provide flexible contract options to cater to our customers’ diverse needs. For broadband packages, we offer flexible terms ranging from 1 month to 6 months, allowing customers to choose the duration that best suits them. For those opting for our high-speed fibre packages, we offer a standard 12-month contract, ensuring a stable and reliable internet connection throughout the entire year.

Other people share my property, how will this work?

To make communication easier, we kindly request that you nominate one person as the main contract holder for your Home Telecom account. This simply means that we will direct all written correspondence and phone calls to the designated individual. If you ever wish to change the account holder, it’s a hassle-free process. Just give our Customer Care Team a call at 01403 216137, and we’ll gladly assist you in organising an account takeover.

How did you get my details?

Home Telecom works with over half of the UK’s letting and estate agents to offer personalised packages without the hassle. Whether you are renting or buying, our dedicated team are here to assist you every step of the way. Typically, at the stage of exchanging contracts (sometimes even earlier, depending on the agent), when you provide your details to the agent, you authorise them to share your information with us, enabling us to simplify the moving process for you and take some of that stress away. Rest assured, we take the utmost care to protect the information we hold, and we only access the data necessary to provide you with a reliable telephone line and Broadband service. Your privacy and security are our top priorities.

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 obtaining most of our customers’ information in advance, we proactively prepare all the necessary arrangements, ensuring a seamless transition when you move. Our Priority Booking service takes it a step further, offering even greater priority on the start date, so you can enjoy a smooth and hassle-free setup. 

When I move out what will happen to the router?

Our routers are provided on loan throughout the contract period and will need to be returned at the end of your contract. If you decide not to continue with Home Telecom’s services, please reach out to us to request a pre-paid returns bag. Returning the router promptly is essential, as failure to do so may result in a non-return router charge. We strive to ensure a smooth and hassle-free process, so please do not hesitate to contact us for assistance with the return.

What broadband speed can I get?

Explore our diverse selection of broadband packages, each offering varying speeds of up to an impressive 1000Mbps. To discover the potential speed that suits your needs, simply visit our broadband deals page.

How do I switch from another broadband provider?

Selecting a broadband package with us is hassle-free, as we take care of contacting your current provider on your behalf. We will provide you with a switching date, typically within two weeks, unless of course you would prefer a later date. Your Home Telecom router will then be sent to you via post, and we’ll notify you when your broadband is activated. If an engineer installation is required, you will be notified accordingly.

What is broadband?

Broadband is a type of high-speed internet connection that allows for faster data transmission, providing seamless and efficient access to the internet. It enables users to browse websites, stream content, download files, and communicate online with greater speed and reliability compared to traditional dial-up connections.

How long does Home Telecom broadband take to go live?

Whether you’re a new customer joining Home Telecom or an existing customer relocating, we are committed to getting your broadband service up and running within a two-week timeframe. If you’re upgrading your broadband type, such as switching from copper broadband to superfast fibre, the activation process should still take approximately two weeks.

To stay updated on the progress of your broadband activation, you can easily reach out to our team via live chat. They will be more than happy to assist you an provide the necessary information to keep you informed throughout the process.

Join the 80,000+ customers, already trusting us.

What truly distinguishes us from the rest is our unparalleled service levels. At the end of the day, our genuine care is what sets us apart from other providers.

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