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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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CUSTOMER REVIEWS

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FREQUENTLY ASKED QUESTIONS

What is broadband?

What is broadband?
What is ADSL broadband?
Asymmetric Digital Subscriber Line (ADSL) broadband is provided through existing BT phone lines, and is the most widely available broadband connection on the market. ADSL broadband comes from your local telephone exchange, owned by BT, through a fixed line access network made out of copper wires. These are the telephone lines in the street.
What is cable broadband?
Cable broadband uses fibre-optic cables to transmit data. Unlike the copper wires of an ADSL connection, cables are partially made of fibre-optic material, which allows for far less signal degradation and much faster broadband speeds.
What is mobile broadband?
Mobile broadband is transmitted over mobile phone networks and requires no cabling. Users are able to get online wherever there is a mobile phone signal, either by using a USB dongle or a MiFi. Dongles allow only one device to connect to the mobile network, but MiFis act like wireless routers, allowing multiple devices to connect.

What is a wireless router?

What is a wireless router?

A router sends and receives data between the cable supplying the internet and the devices connecting to the internet. Once upon a time all routers were wired, meaning that a cable would connect from your device (usually your computer) to the router itself.
These days wired routers have become somewhat obsolete, and are only used in instances where people require a specialist connection to the internet (usually via an ethernet cable).

Wireless routers are now commonplace, using radio signals to transfer data between your devices and the internet.
Almost all wireless routers will also allow you to connect to the internet via cable too. So having a wireless router allows you to have the best of both worlds. This is especially handy if you want a reliable broadband connection for your computer, smart TV or games console.

What could delay your broadband installation?

What could delay your broadband installation?
There are several commons reasons for experiencing a delay to your internet installation:
You need a new phone line: Most properties have had a BT landline installed at some point, which will be required by any provider operating on the Openreach network (everyone except Virgin Media and Hyperoptic). If your home doesn’t have a landline connection, one will need to be installed in order for you to access the internet, and you’ll have to pay for reconnection.
You’re moving to a new build property: If you live in a new build property, your address must be registered with Royal Mail before you can place an order for a phone line or broadband, or get equipment delivered in the post. The builder should register the property or you can contact Royal Mail yourself.
You live in a flat: With all broadband providers, non-standard set-up may cost extra. Sky states that prices may vary if you live in a flat. Plus, some leasehold flats are not permitted to have a Sky dish installed (if you’re getting Sky TV) – so check the details of your lease. If you live in a high-rise flat, your installation engineer may need to locate the ‘distribution point’ in the building, so it’s helpful to find out where this is in advance.
You live in a rented property: If you’re renting, you might need to ask the landlord’s permission before getting a phone line or broadband installed. Check your tenancy contract, though there’s no valid reason for them to say no. Be wary of signing a contract that is longer than your rental contract – if you have to move out you will still have to pay for the remaining time on your contract – or risk being charged a cancellation fee.
You miss the engineer appointment: If a visit by an engineer has been arranged to activate your service, make sure you or another person over 18 is at your property at the agreed date and time. Failure to do so will result in a delay in installation and possibly charges for wasting time.

How long does it take to set up internet in a new house?

How long does it take to set up internet in a new house?
It usually takes around two weeks to set up internet access in a new house. If there’s a working broadband line already installed in the property, getting internet access could be as simple as plugging in your new router when you arrive.
If you do need a new line installed, however – either for a new provider or new service such as fibre or cable broadband – an engineer visit can take up to two weeks to arrange.
Note: in the wake of the COVID-19 pandemic, many broadband providers are still working to catch up with their backlog of engineer visits, so there may be a longer wait in the coming months.

Switching between Openreach providers

Switching between Openreach providers
If you want to switch broadband providers during lockdown, moving between two that share the Openreach network (which includes everyone except Virgin Media and Hyperoptic) means that you probably won’t need an engineer to come to your home to install your new service.
In most cases, you can self-install, with no risk of spreading coronavirus – ideal if you’re shielding or self-isolating.
The only exception is where you switch to an ultrafast fibre-to-the-premises service, where in-home installation is usually required.

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FREQUENTLY ASKED QUESTIONS

Do I need to contact my current supplier if I want to switch?

Do I need to contact my current supplier if I want to switch?
If you’re switching energy and using a reputable comparison service like Energy Helpline, there’s no need to contact your existing supplier – everything is handled for you.
If you were to switch through us, once you’ve chosen the cheap energy tariff you’d like to switch to, we’ll contact your current supplier and let them know you are leaving and moving to a new deal.
You might need up-to-date meter readings, but your new supplier should contact you to ask for these during your switchover.

After switching suppliers, what do I need to do?

After switching suppliers, what do I need to do?
Once you’ve made a decision on which energy supplier you’d like to switch to, we do the rest by contacting your existing supplier. Once everything has been okayed we will send you an email to confirm the switch.
From there, we will process and forward your details to your new supplier. They will then contact you to inform you of your new tariff start date. You must ensure that you take a meter reading on this date, so that you are billed for the correct amount.
After that you just have to wait for the switch to go through. The Energy Switch Guarantee states that you should wait no more than 21 days for your tariff to be switched.

Will my energy supply be interrupted if I switch?

Will my energy supply be interrupted if I switch?
No, your current energy supply will, in no way, be interrupted.
Your actual energy supply is not changing, so there won’t be any interruption. Everything happens behind the scenes, so if you’ve picked a cheaper deal through us then the only difference you should notice will be your energy bills going down.

How do I find out my current supplier?

How do I find out my current supplier?
You should be able to find who your current energy supplier is by taking a look at your most recent utility bill. Your supplier’s logo and name should be clearly visible on there.
Another way of finding out your current energy supplier is by taking a look at your last energy payment on your bank statement, and it should say the supplier name there too.
You can find out who your electricity supplier is by contacting your regional Distribution Network Operator (DNO), the company that owns and maintains the electricity grid in your area. Contact them and ask them for their Meter Point Administration Service (MPAS) and tell them your postcode and address, and they’ll be able to tell you the current electricity supplier for your property.

Are there any hidden costs?

Are there any hidden costs?
Absolutely not, our energy switching service is free for all customers. This covers everything from visiting our website or calling our UK-based call centre, and switching to your new supplier. From start to finish, switching energy suppliers with us is free!
We are here to provide you with the best deals available in your area. No other energy comparison service compares more.

What is Ofgem?

What is Ofgem?
Ofgem, or Office of Gas and Electricity Markets, is an independent body that regulates the energy market.
This body was created to protect consumer interests in the energy market. This is done by regulating price caps, revising supplier regulations, and by promoting innovation and competition amongst suppliers.