Help with BroadBand

Frequently Asked Questions for Broadband

How easy is it to switch to 5Tel?

This process is very similar for broadband and phone. Just order a phone line from 5Tel and we’ll notify your existing supplier and switch your line over in the easiest, most convenient way. If you don’t have an existing line we can easily install one for you. Our friendly team will be happy to help. 

How easy is it to switch?

All you need to do is select the right deal for you based on speed, sign up, and we’ll do the rest. It couldn’t be easier!  Your broadband service and phone line won’t be interrupted, and in most cases you won’t even need to contact your provider – we’ll do all the hard work for you! You don’t need a special code to switch your internet provider. Thanks to changes in industry rules, you can move to 5Tel more easily and quickly than ever before. All you have to do is place your order with 5Tel and let us handle the rest.

 Switching from a provider that uses the Openreach network

If you’re switching from a provider that uses the Openreach network, then we’ll take care of everything for you. We let your old provider know that you want to cancel their service and start a new service with 5Tel.

Your broadband and phone could both be switched over in as little as two weeks from the date of your order.

We’ll also transfer your existing phone number to 5Tel, so no need to change!

When leaving your current service provider, you may need to check your contract to confirm if any final fees need to be paid.

Switching from Virgin Media

If you’re currently with a provider on a cable network, such as Virgin Media, switching does require you to contact them. We’ll tell you when you need to contact your old provider and what you need to tell them.

How long will it take to switch?

As soon as your broadband order has been accepted plus all checks completed, and your ongoing payment has been processed, we will advise you of your activation date. If you are switching your service from another provider it could take approximately two weeks to go live.

Should I cancel my current broadband service?

No, you don’t need to do anything. It’s easier to move an active broadband connection over to 5Tel, so if you cancel your broadband account with your current provider your move could be delayed.

Can I order broadband without Line Rental

Yes you can as long as you have an active line.  We understand that not all phone and broadband contracts run in sync, and that is why we have made all our broadband products available with and without line rental.

If your broadband contract is up for renewal, but your phone contract is not, you can still make the switch to 5Tel and simply add line rental at a later date if you wish.

What does ‘Unlimited’ mean?

It means exactly what it says. When you take your broadband with 5Tel, you can download and upload as much as you want and we will never slow you down. Unlike other providers, we do not have a fair usage policy or enforce traffic management, and that means you are free to enjoy the internet as it was intended.

How fast are the different services?

ADSL—delivers ‘up to 8 meg’ downstream and delivers across the UK an average (median) speed of 3.9 Mbps (Mega bits per second)

ADSL2—delivers ‘up to 24 meg’ downstream with a median UK download speed of 6 Mbps

VDSL2 / ‘fibre broadband’ through phone lines (FTTC)—delivers a maximum ‘up to 76 meg’ downstream, with a UK median speed of 29 Mbps

What is a static IP address and why would I need one?

An IP address is the number used to identify the location of your computer on the internet, which enables it to communicate with other computers and websites.

A static IP address from 5Tel means that this number assigned to your computer never changes. It is a fixed, permanent address, a little like the number of your house for example.

You will need a static IP address if you want to:

  • Run your own FTTP server.
  • Host your own website.
  • Connect to your computer from anywhere in the world via remote access.

Ensure other computers can locate your computer anywhere across the internet.

How do I buy broadband services from you?

Simply call us on 0333 335 2020 or email to discuss your requirements.

I’m moving premises, what do I do?

No problem with moving all we need is one month’s notice to move your line(s). It depends how far you’re moving as to whether you can keep the same number. A simple check can show us instantly if you are moving outside the existing telephone exchange area.

If you cannot keep your number this will unfortunately be the case with every provider, but we do have some options for you that will help you transition to a new number with ease.

When will I receive my first bill?

Once you’ve switched to 5Tel, we’ll send you an invoice shortly after the transfer has taken place. Your previous broadband or telephone supplier will also send you a final bill.

Who should I contact regarding any services issues?

If you have any service issues before you switch to 5Tel, you should contact your existing broadband or phone provider up until the transfer date. After that, you should contact our customer support team to help resolve any faults or problems you might be having with your service.

What happens if I am already in a contract with another telecom provider?

There may be a cancellation fee payable to the provider before you switch to 5Tel services.

Can I use my own router?

Yes, you will need to configure the router.  Drop us an email to  and we will be happy to assist.

Who should I contact if there is a fault on the line?

If there is a fault on your line, please let us know by calling us or emailing us at

Who repairs my fault?

We run our service on the Openreach network, and your phone line remains part of this network. That means that if you have a fault with your line, an Openreach engineer will repair it.

How long will the fault repair take?

How quickly a fault is repaired depends on a number of different issues. 5Tel’s service uses the Openreach network, which means that any faults with your line will be seen to by an Openreach engineer. How soon they address the fault depends on availability in your area as well as the complexity or location of the problem.

If an appointment is required we will always try to book the earliest possible slot for you, but please bear in mind that it may take a few days for an engineer to become available.

Wireless Router Set up Guide

Click Here for details.

Wireless Trouble shooting

Click Here for details.

Fibre Set up Guide?

Click Here for details.

Fibre Trouble shooting

Click Here for details.

Request a quote today or Connect with one of our Card Payment Experts: 0333-335-2020