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Frequently Asked Questions

You can view the products we offer on our Broadband page. If you select a product we will then perform a speed test on your address and postcode to determine the product speed we can offer to you. 

If you put your postcode into our availability checker, then we can let you know the potential speeds you can receive in your premises. If the checker comes back with no availability please give us a call on 08000 499499 as we have other products available such as FTTP we maybe able to offer.

You can use a different router to the one we provide but we would suggest that you contact our support team ([email protected]) to check that it is compatible with the service you have ordered through us. 

You do need to have a phone line in order to utilise Toople  broadband (or any other broadband, for that matter). If you already have a line we will transfer it over to our service. On the other hand, if you don't have a line we will arrange to have one installed for you.

Our broadband products have no download caps. You are free to use your service as you wish.

You will have to check your contract with the other supplier but they most likely will if you are still in contract.

 

If you already have a telephone line and broadband connection, we will simply transfer this to us. This means no need for a Openreach engineer to come to your property to install. If you don't have a broadband connection but do have a line then again you won't need an engineer to visit.

If you don't have a line, then we will need to send an engineer to your premises to install the line for the broadband to run on. 

It will take around ten working days (2 weeks.) to get you live.  We would like to be more specific but delays can happen. When you place your order you will be given a provisional go live date which we will work tirelessly to achieve. A confirmed date will be confirmed within 3 days of your order being processed. 

To test your speed go to our Speed Test.

The price we charge you for our broadband includes the line rental in one low cost we advertise on our site. As our broadband requires a phone line to run it is part of our package.

We will shortly launch our Ultra Fast FTTP offering which will not require a phone line as part of the package.

Yes, the Toople mobile SIM is 4G compatible but you will need a handset that is 4G enabled so you can access the appropriate network.

You can, we offer a range of SIM only deals. You will need to make sure that your phone is unlocked too.

Your SIM card will arrive within 5-10 working days, the date of delivery will be confirmed via email after your order is placed.

Your SIM card will arrive within 5-10 working days, the date of delivery will be confirmed via email after your order is placed.

Our out of bundle data is charged at 2.5p per MB

If you call your existing supplier they will be able to provide it for you, they must provide this within 2 hours of your request.

Your bills will be emailed to you and you can retrieve your bills online in your My Toople portal.

You will receive your invoice between 3rd and 10th every month. Direct Debits will be taken between 17th and 23rd each month. If there is any issue with the direct debit payment we will try and take the payment again within 3 working days. If you have a card registered against your account we will try and take payment from this card.  

Direct Debit is our default payment method but we can accept payment by bank transfer, card, web walllets and over the phone. Give us a call on 08000 499499 and we can discuss further.

We expect invoices to be paid within 10 working days of issuing an invoice.

You can order online by clicking order now on the product you require. Alternatively you can call our sales team on 08000 499499 and one of our sales team will be able to provide you with a quote.

The minimum length of contract on our products is 24 months. Mobile can be 12 month minimum term and cloud phones have a minimum term of 36 months.

Quotes from our sales team are valid for 30 days from the date of issuing the quote.

We do provide certain products that are not featured on our website such as FTTP On Demand, G.Fast and FTTP. If you require these products give our sales team a call on 08000 499499.