Help and support

When can I expect my services to switch or go live?

We'll write to you let you know the exact dates your services are going live or switching to us.

Energy 

The switch-over process can take up to 21 days. In most cases, it’s around 17 days. There is no interruption to your supply and we take over from a switching date which we've agreed with your previous supplier. Although there's no need to let them know you've switched, you can give them the same read you supply to us as your opening read to ensure they bill you correctly.

Home Phone and Broadband

Switching your Home Phone and Broadband usually takes two weeks unless you choose a later date for connection. You can also keep your existing phone number if you choose to, just let us know when you are placing your order. If you've ordered one of our routers it will arrive by post before your activation date and is designed to fit through most letterboxes.

Mobile

We will send your Sim Card and Handset if you have picked one. Once you receive the SIM card you'll need to activate it in your online account or give us a call. If you're keeping your existing number it will usually take a couple of days after the activation provided you have given us the PAC (Porting Authorisation Code) from your old provider.

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