Before your installation

If you’re connecting your new home to Truespeed for the first time, then you simply need to place an order with us.

If the house already has a Truespeed connection then give us a call and we will update the details of your property’s supply, and will contact you to book an appointment with our install team to double-check your Truespeed equipment and connection is all working correctly. If something’s up, the install team will sort it out there and then.

You can change your appointment by giving us a call but please give us plenty of notice, at least 24 hours, so we can adjust our engineers’ schedules and make the appointment available to someone else.

If you’re not going to be in and need to change your installation date or time, please call our customer care team on 01225 300 370.

Please make sure you do this more than 24 hours before your appointment, or you may be charged a fee of £40.

Please remember, we require someone over the age of 18 to be at the property for the duration of the installation.

If you currently have a Redcare security service from BT, or any similar BT security alarm product, we’ll need you to move this to another available line before you switch to Truespeed. This needs to happen before we submit the port request to your current call provider.

If it’s not moved or cancelled, the porting request will be rejected. That means we can’t port your current phone number

Please note: Redcare security services from BT, and any similar BT security alarm product, will only be compatible with a BT-supplied phone service.

If you’ve ordered a phone service with us and you want to port your existing number, please wait until your number has been ported successfully before stopping your old service, as we are only able to port a live number. If it’s been cancelled or ‘ceased’ we will be unable to transfer your number.

If you do want to port your number, you’ll need to fill out a short Phone Number Porting Authorisation form, which is sent to you as soon as you’ve been connected. Please note there is a one-off £15 fee to port a number, which we will add to your first month’s bill.

If you’ve not had to do this before, it’s likely because with any previous switch, your phone number has stayed on the same Openreach network, and by moving to Truespeed you are leaving that behind.

Transferring a live number is normally pretty fast but it can take up to 10 working days. Once complete, you can unplug your existing landline telephone from your old phone socket and plug it into your new Truespeed router instead.

If we’re in your area, then you can place your order to install your new connection whenever you like!

But if you’re also cancelling your contract with your existing supplier, you’ll need to ask them when the contract expires and if there are any exit fees if you cancel earlier.

Alternatively you can take advantage of One Touch Switching, where we will take care of cancelling your current service once you go live with us. Please note however if you are wishing to port your existing telephone number, as both services need to be live, One Touch Switching will not be available to use.

Most people wait until their contract is nearly over and then place an order with us, knowing there will be no fees to pay when they cancel. Or, if you already know that your contract expires in a few months, you may prefer to place your order now and choose a date in the future, that’s no problem.

Whether you decide to wait for your existing contract to end, or to pay fees to end it early, you can place an order for the date you’d like the new line, then sit back and wait for our installation team to confirm it with you.

Just in case there’s a problem on the day, please do not fully cancel your existing service until your Truespeed connection is live. We also can’t transfer a phone number to our network if it has already been cancelled.

On the day our install team arrive and set your connection live, once you’ve been connected you can contact your previous provider and let them know that you want to cancel your service completely.

One of our team will arrive promptly at your property, and check we have permission and that someone over the age of 18 is present.

We will drill a small hole into the wall of your property, through which your new full-fibre line will be fed. This can be within ten metres of where we left the cable on our previous visit.

On the inside of your home, we’ll connect that wire to your new router, usually via a small box called a termination unit. This is then connected to your new router, and you’re all set with your new Wi-Fi.

If you’ve ordered a phone package as well, your phone will be connected directly to your router too. As long as you have not yet cancelled your contract with your existing provider we can transfer your phone number too.

Sometimes we use slightly different equipment which means there may be an adapter between your phone line and the router, or your termination unit and router are combined into one box. We’ll set it all up for you and the result is the same!

You’re then able to change your network name, password, controls, and prioritise your devices through an app you can download onto your phone.

If you have switched broadband provider before, it’s likely that you received a new router in the post and the rest was handled in the background. That’s because most broadband switches don’t change the actual connection coming into your home.

When you join Truespeed, we’ll install a brand new full-fibre broadband line into your home, that’s yours and yours alone. As it’s a new line, it will be up and running without stopping or disrupting your existing line, so you can be sure it’s working brilliantly before you stop using the old one.

That might sound like a big job, but we work hard behind-the-scenes to make sure it can be done in under an hour on the day, with the absolute minimum of disruption to you or your property.

You will choose the date we’ll supply your new line when you place your order, whether in a few weeks or a couple of months. Once we’ve confirmed it the installation almost always goes ahead as planned. Very occasionally we uncover new problems on the day which mean we have to come back and complete the connection another time.

For this reason, we ask you not to cancel your existing contract until your new connection is up and running. We also can’t transfer your phone number if it has been cancelled already.

If Truespeed is already live in your area, we aim to get you connected within 21 days – usually less.

First up, you need to sign up to one of our packages. Once confirmed, we’ll check that everything is good to go from our side. Our installation team will then be in touch to book in your installation, appointments are morning or afternoon, Monday to Friday, and we ask that someone over 18 will be in.

On the day, the installation team will go through the steps to get you connected. Installs take about an hour in total but this might vary depending on how much work is needed for your property.

A BDUK (Building Digital UK) voucher and the Gigabit voucher are both sources of UK government funding for hard-to-reach properties, made available by the Department for Culture, Media and Sport (DCMS)

These vouchers enable us to deliver ultrafast network capability to everyone across the country by making installations free for customers.

When you place an order, we’ll ask for your consent to check if your property is eligible.

If it is, you’ll receive one email from DCMS asking you to confirm that you have requested our services, and a second email once you have been connected. We can only claim the funding once you respond to the second email.

General questions about nationwide government programmes should be directed to the Authority by contacting our general enquiries email at enquiries@dcms.gov.uk.