Because we are here to
SUPPORT

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.

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.

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).

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.

Once you leave us you will be sent a prepaid returns bag to the address you state, once received you have 14 days to return it. If you return it using your own means, it will need to be sent to the following address- Netlynk, 1 First Avenue, Maybrook Industrial Estate, Sutton Coldfield, Birmingham, B76 1BA.
You will also need to provide proof of postage to the following email address – customer.care@hometelecom.co.uk

You can call our support team on 01403216134, listening to the options to select your service type and then selecting option one.

If you’d rather not speak with an agent, we have the Live Chat option available on our website with options for language translation and the ability upload images to assist with your enquiry.

Alternatively you can email us on broadbandsupport@hometelecom.co.uk or reach out to us via social media.

We can provide support on services up to the router or telephone but as much as we would like to we are unable to provide technical assistance on 3rd party products such as TV’s or mobile phones.

There can be several factors affecting this, there may well be an unidentified fault with the service which would need investigating but most often the cause is normally due to the amount of devices using the network connection or local interference. Our team would check for faults and diagnose the cause of the issue, ensuring that the service is within expected speeds for your location.

The lights on your router indicate different statuses of your connection; we would expect to see solid green lights on the Power and Broadband lights as these will indicate a steady connection. Your Internet, Ethernet and Wireless lights all flicker green to indicate that they are transmitting data to/from devices.

You should see a button on the rear panel of your router located near the power cable input. Simply press this once to turn off and again to turn back on, restarts are best carried out for a period of 30-60 seconds.

You may be asked to reset your router, this will usually require a small thin tool such as a paperclip to depress the small Reset button for up to 60 seconds, note that this will factory reset your router so should only be carried out if asked to do so.

The team will begin investigating your case during which you may be asked to carry out some internal checks in order to rule out certain causes, in most cases these checks will actually resolve the fault, for those instances where it doesn’t it will serve as evidence to open a case with the suppliers.

Your personal information is important to us so we will require by law at least 3 forms of identification with each interaction, typically name, address or account number. Alongside this we will typically need to know the type of issue, devices affected, any symptoms such as status of lights on the router, noise on the line or periods where an issue occurs.

 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.

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).

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.

Dependent 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.

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.

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.