Frequently Asked Questions

Each village, home and unit is unique and so too are the owners that love them. That’s why our UK-based support team is full of real people ready to answer your questions and needs. In the meantime though, we have put together a group of the most Frequently Asked Questions to help get you started…

How do I set up my broadband and telephone package?

That’s really easy and our team of people are here to help. Just follow this simple process:

  • Step 1 – call us on 01453 700800 or use the form in the contact us section to tell us your village and apartment number and the service you want i.e. telephone and / or broadband.
     

  • Step 2 – we will send you a “Request for Service” form to complete with your new telephone number and ask you to sign and return it to us in a self-addressed envelope
     

  • Step 3 – once we receive the form, we will then set up your account on our system. If you are having a telephone line, then we will arrange for your telephone line to be switched on in time for you to move in. If it’s broadband, then we’ll send you a configured wireless router that you can simply plug in and go.
     

  • Step 4 – you move in and your phone and broadband will be ready to use.
     

  • Step 5 – you will receive an invoice from us in the first week of the month which will include your connection fee and rental charge from the date your service started until the end of the billing month.  Be aware if you move in on the 15th of the month you will be charged for 1 ½ months rental on your first invoice.
     

  • Step 6 – a monthly Direct Debit will be collected around 20th of the month giving you time to call with any queries.

How long is my contract?

We like to keep it simple and not tie you in, so all our contracts run for 30-days before rolling in to the next 30 day period. This will continue until notice is provided to cease the service.

Is the broadband secure?

Your broadband line will be dedicated to you in your home and no other residents will be able to see your network.   What’s more, we add a protective shield to all our broadband to protect the users from phishing attempts, hijack sites and suspicious activity. You should still have anti-virus on your devices, but your broadband is as safe as we can possibly make it!

What about safeguarding?

We appreciate that sometimes it is necessary to work with families and those who hold power of attorney. To ensure legitimate contact we set up our accounts with a minimum of three steps of authentication to ensure we are helping the right people.

Do I need a special phone?

No.  You can use the answerphones and handsets that you are used to.

Can I use caller display?

Yes absolutely. Our lines support caller display so as long as you have a handset that supports this, you will have no problem using it. Please note the BT 1471 service is not supported.

Can I have an answering machine?

Yes of course. You can attach or use an answer machine that is compatible with your handset, in order to record missed calls. Please note, the BT 1571 network answering machine is not supported.

What if I use a BT email address?

If you currently have a BT email address, but are looking to use our systems, then you have two options:


- If you want to keep your email address you can, but you need to contact BT and opt for their Premium Mail Service which has a small monthly charge. This will keep your email working and keep your email address the same.

- Alternatively, if you're not too attached to your email address, you can change over to any alternative free mail provider such as gmail for example.

 

How do you store, use and share my data?

We take data security very seriously and you can view our data privacy policy here.

How do I contact you?

Our team is based in the UK and is full of real people. Give us a call on 01453 700 800.