In general there are changes you can make using our Order page. This does not always cover all options, so if the option you need is not there, please contact sales. Do bear in mind that we are constantly improving and updating services. We have a separate page if you are looking to leave us or cease services.
At present changes to add/remove enhanced care, annex-M, or premium require contacting sales, but we hope to add these to the order pages soon. However, you can request various types of regrade and change of service using our order pages. Do try the order pages first to see what options are available.
How to change service: Click the Order page link and enter your account number and password. You can then select your existing service (entering postcode if requested). This displays options for changes to your service.
You can change quota/units at any time. The change takes effect from your next regular bill. Simply use our broadband order pages to request a change of quota/units. Note this is not possible in the early hours of the morning on the date you are billed, so ensure any change is done before midnight.
How to change quota: Click the Order page link and enter your account number and password. You can then select your existing service (entering postcode if requested). This displays options for changes to your service.
You can change tariff at any time. The change takes effect from your next regular bill. Simply use our broadband order pages to request a change of tariff. Customers on very old tariffs can change to our new usage billing system on the order pages as well.
How to change tariff: Click the order page link and enter your account number and password. You can then select your existing service (entering postcode if requested). This displays options for changes to your service.
Subject to availability you can upgrade ADSL to VDSL or (where available) FTTP services. Just order the regrade on our broadband order pages, and if available the change will be completed within a few days (FTTC/FTTP will be longer, 10 days dependent on engineer availability). The costs vary and are shown on the order page if the regrade is available.
How to change line type: Click the Order page link and enter your account number and password. You can then select your existing service (entering postcode if requested). This displays options for changes to your service.
You can order a new service at a new address and move your existing login and IP addresses. This means you do not have to re-program your router or change any of your settings. The new service has the same install or migrate charges as a new line, and the old service being ceased may have cease charges. You can arrange an overlap or a gap between the two if you need.
How to move address: Click the order page link and enter your account number and password. You can then order a new service. As part of the order you are given the chance to create a new login, or to move the existing login. Options are then presented to cease the existing service once the new service is installed, and to update your billing address. Select these as necessary. There may always be some overlap in services and hence billing. You can order the cease of the existing services separately once you have ordered new service to co-ordinate the dates for each as you require.
Some of our services require a Direct Debit to be maintained for the service to continue to work, it's possible to change the bank used for a Direct Debit, and we have a page explaining this.
How to change your Direct Debit: see : Changing a Direct Debit
There are various line settings which Support can change for you, including uplink capping and line stability. To order a change simply log in to the control pages for your line and select the required change. Older customers not on new tariffs just ask support to make any changes.
Customers with ADSL lines on TT back-haul can change noise margin, interleaving settings in real time on the control pages.
