Visit our availability checker to see if we’re available in your area. If we are, you can sign up on our website and you can select to add calls to your package.
Alternatively, call one of our friendly team on 0330 236 9900, tell them you want to sign up including our calls package and they’ll do everything for you.
As part of our Calls add-on, you get unlimited calls to UK landlines and mobiles. Prices start from as low as £10 per month.
Short codes are small numbers that are linked to helpful services such as voicemail and the speaking clock.
There’s a list of these codes below:
To access your voicemail please dial 1571 from your handset. Follow the prompts to navigate through the voicemail options. Please refer to the short-codes list to see all available options.
A greeting is a short message that plays before the caller is allowed to record a message. The greeting is intended to let the caller know that you’re not able to answer their call. The greeting can also be used to convey other information like when you will be available, other methods to contact you, or other options that the caller can use to receive assistance.
Unavailable greeting – The standard voice mail greeting is the “unavailable” greeting. This is used if you don’t answer the phone and so the call is directed to your voice mailbox. You can record a custom unavailable greeting (which is recommended—see below). If you have not recorded your unavailable greeting and have not recorded your name (see below), the phone system will play a generic message: “The person at extension number is unavailable.”
Busy greeting – If you wish, you can record a custom greeting used when someone calls you and you are currently on the phone. This is called your “busy” greeting. You can record a custom busy greeting (see below). If you have not recorded your busy greeting and have not recorded your name (see below), the phone system will play a generic message: “The person at extension number is on the phone.”
Temporary Greeting – You can also record a temporary greeting. If it exists, a temporary greeting will always be played instead of your “busy” or “unavailable” greetings. This could be used, for example, if you are going on leave or will be out of the office for a while and want to inform people not to expect a return call anytime soon. Using a temporary greeting avoids having to change your normal unavailable greeting when you leave and when you come back.
To configure a creating, first dial 1571 from your handset, then press 0 to enter the Mailbox Options. Then press:
1 – to record an unavailable greeting (this is when the line rings out)
2 – to record a busy greeting (this is when you’re on the phone to another caller)
3 – to record your name
4 – to record a temporary greeting
FTTP broadband (or fibre-to-the-premises) is the latest broadband technology which brings the lightning-fast speeds of fibre right to your home.
Traditional DSL or even more recent ‘fibre’ broadband use copper cables to bring broadband into your home – these cables are susceptible to environmental factors and interference, resulting in slower speeds and less reliability.
Full-fibre broadband has removed the need for copper cables entirely, so there’s no loss of speed and you get a super stable and reliable connection.
Your fibre connection is delivered to your home using our infrastructure.
We lay a fibre cable from the nearest telephone exchange to a toby box (small black box in the ground) outside your home. On the day of your installation our install engineers will extend the fibre cable from the toby box into your home. Our engineers will talk you through how they plan to get the fibre cable into your home.
Once this has been done, a small box called an ONT (Optical Network Terminal) will be installed in your home which will connect to the router we provide.
If you’d prefer to use your own router, then you can. However, please note that we will not be able provide support for your broadband service or 3rd party router.
If you have a broadband service issue, before we can start troubleshooting we will request that you plug the router we provide into your connection. This allows us to view diagnostic information and troubleshoot any issues.
If you choose to use your own router, please contact us and we will provide you with the information you need to get your connection running. If you have any difficulties setting up your router, please refer to the manufacturer or other technical support.
You can find your SSID and password on the label on the bottom of your router. If for any reason this has been lost or damaged, you can call our support team on 0330 236 9900 who can help you retrieve it!
If you’d like to change your SSID and/or password you can login to your router through a web browser and adjust the settings as you desire.
If you have our Whole Home WiFi Guarantee service you can change the SSID and/or password through the mobile app.
To login to your router, ensure you are connected via WiFi or ethernet cable and open a web browser. Then navigate to https://192.168.1.1 or https://192.168.108.1 and login with the username ‘admin’. You can find your admin password on the underside of your router.
Once you login you’ll be able to configure common settings, such as guest WiFi and port forwarding.
If you have our Whole Home WiFi Guarantee service, you’ll be able to use the mobile app to manage your router.
If you’re an existing customer, you can add a static IP address to your account at any time. If you’re a new customer, just place your broadband order, then get in touch to let us know you’d like a static IP. A static IP comes with an additional charge of £3 per month.
Most home users don’t need a static IP address and we don’t offer more than one static IP address to home broadband users. When you request a static IP address we may ask you a couple questions as to why, this allows us to ensure we’ve recorded the justification for the IP address use.
For residential customers we only offer 1 static IP address. For business customers if you require more than 1 static IP address, please contact us to discuss.
This is due to our internal network configuration which uses CGNAT (carrier grade network address translation). If you need to control this, you can add a static IP address to your broadband connection.
We don’t offer firewalls. Our standard router comes with a basic firewall, however if you require something more advanced you can install your own firewall on your devices.
As standard our broadband connection comes with basic parental controls. By logging into the router you can enable/disable the blocking of adult and malicious content. You can also set basic time access profiles for your WiFi networks.
If you would like enhanced parental controls we suggest you opt for our Whole Home WiFi Guarantee, which has extra functionality.
With Whole Home WiFi, our engineers use sophisticated software analysis to optimise your router placement, making sure you get a minimum WiFi connection of 30Mbps in every room of your home.
In some homes, additional WiFi extenders may be needed to boost your WiFi performance. Your install engineer will talk you through this on your day of install.
You can read more about our Whole Home WiFi Guarantee here.
Broadband is the physical connection that runs from the exchange to your property – this is the connection we provide and control. WiFi is a wireless connection from your WiFi router to your devices – your phone, laptop, smart TV or gaming system.
You can connect to your broadband connection in one of 2 ways:
WiFi (Wireless Fidelity) – This technology allows you to connect to the physical broadband connection without using any cables. This means you can connect multiple devices at one time and use them around your house. WiFi speeds will be slower than a wired connection and can be affected by objects in your home including walls, doors, floors and even radiators. As every home is different, we cannot guarantee speeds over WiFi connections. If you have a large house we recommend using our Whole Home WiFi system.
Hard Wired – This provides a direct connection to your broadband service by plugging your device into your router using an ethernet cable. This will provide you with the fastest and most stable connection possible. We recommend using a Cat5e or higher ethernet cable.
No, we’re proud to say that our broadband doesn’t have any speed restrictions.
If you need to check our broadband service status you can head over to our Service Status page.
If there’s any planned maintenance or outages, we’ll send an email and SMS with regular updates to keep you informed, as we know how important your broadband connection is.