On your activation date, if you’re switching from another provider we’ll transfer your existing phone line during the day and you don’t need to be home for this to happen.
If we’ve arranged for an engineer to visit they’ll visit your property during the time slot we’ve given you and connect your line. Don’t forget, someone over the age of 18 needs to be at the property for the full duration of the appointment.
You may experience a short disruption to your phone service during this time.
It can take any time up to midnight for your service to be activated. But don’t worry, as soon as you’re up and running we’ll send you an email to let you know. After this, you can plug in your router using our router guide.
Please keep your router turned on for the first 14 days as we’ll use this time to make sure your broadband speeds are fast and stable.
Your first two weeks
If your broadband service has only been live for less than two weeks it will still be going through a stabilisation period.
This is when we monitor and adjust your broadband speed to make sure you get a stable broadband connection.
This usually lasts for around 10 days and it's normal to experience varying speeds and drops in your broadband connection during this time.
Please bear with us and keep your Wi-Fi router switched on. This helps us gather information about your line so we can give you the best service possible.