Removing Broadband
You can remove broadband from your package up to 72 hours before your engineer appointment.
Only data used on the temporary 4G/5G SIM will be charged (usually minimal).
Upgrading or Downgrading Broadband
Upgrades or downgrades may be possible depending on available speeds in your area.
You must request changes at least 72 hours before the scheduled installation date. Plan changes can delay service activation.
Broadband Availability Issues
Broadband availability depends on property infrastructure and local services. Even if it appears available during sign-up, pre-installation checks may show it’s incompatible.
If this happens:
We offer the next best broadband option, or
Remove broadband from your package if no alternative exists.
You will be emailed the alternative details.
We will not place the order with the alternative supplier unless you provide confirmation to go ahead with the updated broadband service.
Declining an Alternative Broadband Option
If you do not want the offered alternative, contact Customer Support to remove broadband from your package.
Router Returns
Information on returning your router can be found here.