If you're new to Truespeed

Here are the answers to some common questions from customers who have just made the switch to truly better broadband.

Where can I find my Wi-Fi password?

Depending on which router you have with your Truespeed service, please follow accordingly.

Linksys:

You will be able to find your Wi-Fi password on the bottom of your Linksys router, unless you changed the password in your Linksys app. If you’ve forgotten what password you set within your Linksys app, you will need to re-set your router. You can do this by holding down the reset button for at least 10 seconds.

Zyxel or Fritz:

If you have any of our other routers (Zyxel, Fritz) You can find your Wi-Fi password in the welcome email that you received when we first connected you. If you’re struggling to find your Wi-Fi password, please contact our customer care team on 01225 300 370 or email ultrafast@truespeed.com

What’s the difference between broadband & Wi-Fi?

Broadband is the connection that is set up to your property, while Wi-Fi is a signal sent from the router to your device.

It is impossible to have a strong Wi-Fi signal around your home without a good broadband speed. There are many different types of broadband and a number of factors that impact your Wi-Fi.

I want to keep my existing landline phone number

When you switch to Truespeed, you can transfer your current telephone landline number to us. This is a process called ‘porting’ – which has a one-off cost of £15. The phone line has no extra cost on top of your broadband package, you only pay for the calls you make.

If you want to keep your number, it’s super important not to close your old phone contract down after you’ve signed up with us. This short overlap of live phone lines allows us to contact your existing landline supplier, locate your number and port it across to your new Truespeed service.

This means that One Touch Switching cannot be used when you’re keeping your number, as both services need to be active at the same time. We normally check this when we confirm your installation with you. Please note that if for any reason, we don’t have this transition time, we can still switch you over to Truespeed, we’ll just need to issue you with a new phone number.

To port / carry on with your existing number you need to complete the PNPA form which is attached to the activation email we send within 24 hours of your installation. Fill out the form and email it to back to us at ultrafast@truespeed.com and we’ll start the porting process.

Porting your number can take between 10-15 working days and you’ll receive confirmation of the date your landline number will be transferred to your Truespeed service. On this date your number is ported and ready to use so, you can plug your landline cable into your Truespeed router to be connected. And this date also means you can cancel the service with your existing provider.

What can I do to improve my Wi-Fi signal?

There are a few ways to improve your WIFI signal around your home. For further support check out this article on Wi-Fi speed

Your bills and payments

You will receive your first invoice by email the day after installation. We’ll take your first direct debit payment 3 working days after that.

Every following month, we will invoice you on the first working day of the month and take your direct debit 3-7 working days after that.

Each month you will be sent 3 emails including your invoice. Each monthly invoice is a breakdown of your broadband costs, call plans, and any phone calls you’ve made (if you have a Truespeed landline).

I’d like my friends to switch too, can I earn rewards?

Yes! You can earn a £35 Amazon gift card whenever you refer your friends or neighbours to Truespeed. Plus, they’ll get a £25 gift card too!

Start referring

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Any questions?

And if you have any questions at all, you can call or email our friendly customer service team. Please make sure you include your full name, address and phone number to help us help you faster.

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