Connecting to our broadband service

When you'll be connected

It usually takes about 23 days for us to switch you over to our broadband service.

We'll write to you to confirm your transfer date closer to the time.

Just so you know, you'll need to have an active BT phone line to switch to our service.

What we'll send you

Wireless router

We'll send a wireless router to you a few days before your broadband service starts. This is the box that connects you to our broadband. It comes with a power cable.


We'll give you two micro-filters to plug into your phone sockets. These split the signal between your phone and broadband, which stops interference on the line. 

Broadband set-up guide

To help you set up your broadband, we'll send you a handy guide.

Devices you can connect 

You can connect to the internet from any device that can pick up a Wi-Fi signal.

This includes desktop computers, smartphones, tablets, smart TVs and games consoles.

Wired connections

You can also connect devices to your router with either an Ethernet or USB cable (You'll need to buy them separately).

You'll get faster data transfer speeds between your device and the router if you use a wired connection. But it won't affect the broadband speed into your home.

Your right to cancel

When you can cancel

You can cancel your phone and broadband order up to 5pm on the working day before your supply is due to start without charge. That said, please give us 48 hours' notice if you can. We'll let you know what your supply start date is in your confirmation letters.

Fibre broadband connections

For new fibre broadband connections that need an engineer appointment, you'll need to cancel by midday the day before the appointment.


You might need to pay a charge for equipment we've sent you or if you cancel an engineer appointment late. You'll find details in the Cancellation and Miscellaneous Charges sections of the 'Products and Prices' document.

How to cancel

To cancel, please get in touch with us in one of the following ways:

Call us on 0345 071 9887

Email us at

Write to us at:

Customer Service
PO Box 230

Or fill in the cancellation form in your welcome pack and send it back to us.