FAQs

• Step 1 – call us on 01453 700800 or use the form provided by your village operator to tell us your apartment number, 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 DD will be collected around 20th of the month giving you time to call with any queries.

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.

All prices quoted include VAT at 20%. Invoices are issued on the 5th working day of each month and payment is to be made by Direct Debit. Invoices will be sent via email or available through our secure portal. Paper bills can be made available at an administration charge of £1 per month. For accounts without direct debit arrangement a £2.50 per month charge will be applied to the account.

Your broadband line will be dedicated to you and not shared with other residents, so it will only be affected by your traffic. 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!

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.

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

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.

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.

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