broadband service FAQs
For advice on routers, modems and microfilters see the EQUIPMENT FAQs
Can I get Broadband from The Phone Co-op?
What is the minimum contract period?
How long does it take to activate?
What speed can I expect?
What upload speeds do you offer?
How will my data usage be measured?
How will I know if I exceed my data allowance?
Is my connection always in use?
Can I carry my allowance to the next month if I don't use it all?
When does the usage reset?
Do you provide fixed IP Addresses?
What about Wireless Broadband?
What if I want to move away from the Phone Co-op?
Will I be charged for fault repairs?
What about Phorm - will you sell my browsing data?
Can I get Broadband from The Phone Co-op?
Phone Co-op Broadband is only available with a copper (BT) telephone line, and not cable.
It cannot be provided over the following BT services:
- Subscriber Meter Pulses Call Meter.
- 30K Loop/Out Of Area line.
- Private Circuit/Leased Line.
- Red ABC/RedCare alarm monitoring services.
- Featurenet or Featurenet 5000.
- PBX (Private Exchange).
- Auxiliary line - (has been mainly replaced by the PBX-based
Direct Dial Inward (DDI) service.
- DDI - If your line offers DDI this indicates that it is an extension
from a PBX and so is incompatible with ADSL (see above).
If you have two telephone numbers you will need to
let us know on your Application which number you would like to
keep.
Please contact customer
services if you have any questions.
If you are unsure if any of these services exist on the telephone
number / line that you plan to use for your Broadband connection,
please contact BT on 152 or 0800 800 152 and get them to check for
you. If you have other lines coming to your building it is worth
checking with BT which services these lines carry as it is likely
that one or more of them will be ADSL compatible.
What is the minimum contract period?
'Home' services have a minimum contract of 12 months from the date the service commences.
Customers who began their service before 15/10/2008 remain on a monthly contract, unless they upgrade
to a new product, in which case this will be on a 12 month contract.
Broadband as part of an Anytime or Evening & Weekend package is subject to an 18 month contract.
How long does it take to activate?
From the time we receive your application it generally takes 7
to 10 days to have your line activated.
What speeds can I expect?
The actual speed you get will depend on the quality of your
phone line and distance from the BT exchange. 8Mbps is the highest
end of the scale, but maximum speed is determined by factors such as the length and
quality of the copper telephone line to the telephone exchange.
As it is a 'rate-adaptive' product the speed at which it downloads and uploads will fluctuate. These
fluctuations may also change over time in response to any change in line or the environmental conditions
mentioned above. It is likely that speeds no greater than 2Mb will be achieved at peak usage times due to
contention in our network and our suppliers' networks.
What upload speeds do you offer?
A maximum upload speed of 448Kbps.
How will my data usage be measured?
We measure the total data transferred over your connection, both download (receiving email,
web browsing, downloading files) and upload (sending email, file sharing). See what that means
in terms of using your internet connection. Additional usage over your allowance will be charged at 0.15p or 0.23p per additional MB on Home services, Anytime or Evening & Weekend Packages.
Saver packages do not incur excess charges.
How will I know if I exceed my data allowance?
Before you reach your usage allowance we'll send you a warning email, then a second if you have
gone over it.
PLEASE NOTE: We offer the email service as a courtesy but email is not 100% reliable. You will have to pay any additional usage charges whether the email is received or not. It is your responsibility to provide us with an most up-to-date email address. To let us know of a new address please email enquiries@thephone.coop.
You can also monitor your usage using your myphone.coop pages, and set the level at which you'd like to
receive an email alert.
If you exceed the allowance you will then be billed for the over-usage at 0.15p or 0.24p per extra MB.
Is my connection always in use?
No. Even if you leave your router on it will not normally be transferring any data unless
you are actively using the connection. If it is this may indicate your computer has been compromised.
Can I carry my allowance to the next month if I don't use it all?
No.
When does the usage reset?
The first day of each calendar month.
What about Phorm - will you sell my browsing data?
None of our broadband suppliers is working with Phorm at present, and we have sought and received assurances that they will not allow implementation of Phorm on their networks without our permission.
Read our statement on Phorm.
Do you provide fixed IP Addresses?
All of our Home services have fixed IP addresses as standard. Fixed IPS are also available upon request for Saver Packages. Business
customers can apply for additional IP addresses.
Wireless Broadband
Any broadband connection can be made 'wireless' provided you have the right sort of equipment, such as the
wireless routers that we provide - see our EQUIPMENT FAQs for more information.
What if I want to move away from the Phone Co-op?
Please contact us to request your MAC code, which you will need to give to your new provider.
You can find our contact details here.
Will I be charged for fault repairs?
Where the customer requests a visit by an engineer to the customer’s premises to investigate
a broadband fault, if the engineer provides maintenance of any customer equipment
(including wiring) then a charge may apply. The charge is £144 ex vat.
If the visit is aborted e.g. the engineer does not gain any access then the abortive
visit charge of £50 ex vat will become payable.
Ordering Broadband:
Please use this checker:
All broadband-only services are 12 month contracts. Broadband & Phone Packages are 18 month contracts. Charges are monthly, in advance. All prices include VAT.
More information for existing Phone Co-op broadband customers
COMPARE BROADBAND PRODUCTS - at a glance product details
BROADBAND SPEEDS - what can you really expect?
MONTHLY DATA ALLOWANCE - how much do you need?
MOVING YOUR BROADBAND TO US - how to move from another supplier
SWITCHING PRODUCTS - changing your monthly allowance
BROADBAND EQUIPMENT - what you'll need
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