Scheduled Maintenance
Important announcement for Phone Co-op Broadband Customers
As part of our continuing commitment to offer a reliable and high quality broadband service, we will be moving some of our broadband customers to a new broadband supplier in order to maintain the high level of service that our customers' deserve.
What is The Phone Co-op planning to do?
Over the next few weeks, we will be moving a small number of customers from an old supplier to our current broadband supplier. We are doing this in order to maintain and improve the quality of service we are able to provide for all our broadband customers
Is everyone going to be affected?
No. Only a very small number of customers will be affected by this changeover. If your username begins XXXX@phonecoop.coop, we will be writing to you over the next month to tell you when the changeover will happen. If your username does not end in @phonecoop, then you are not affected by this change and you will not have to do anything.
What is going to happen?
Before we move your connection over to our new supplier, we will write to you and give you a new username and password, as well as a date telling you when the changeover will happen. From this date, you will only be able to connect to the Internet using the new details we will have sent you. It is vitally important that you make these change, otherwise your broadband service will not work.
Sounds complicated. What Changes do I need to make to continue using the Internet?
All you will need to do is change the username and password in the modem or router that allows you to connect to the Internet. These new login details will be sent to you in advance of the changeover. Don't worry, there are easy to follow guides on how to do it at
www.thephone.coop/support/internet/broadband/router.html or you can speak to a member of our Customer Services Team on 0845 458 9000 if you need any additional help. Once you have changed your username and password, you won't need to do anything else. You will not have to make any changes to your email settings or payment details as the monthly price will remain the same.
Is there anything else I should know?
There will be a small period of service disruption on the changeover day whilst you make the change to your details. After this, you will be able to enjoy the benefits of broadband as before. We will also be implementing a Fair Use Policy. In the unlikely event that you use more than 40GB of data in a month, we will contact you to suggest ways to reduce your usage or discuss some of our other package options which are more suited to heavy internet users. However, this is very unlikely to affect many users at all.
I think I am one of those who will be affected. When will I get my letter?
We want to give you as much notice as possible and so we will be writing to all affected customers during the month of December. We aim to make sure that the changeover has happened before Christmas, so you will still be able to do your Christmas shopping online!
If you have any questions about the changeover, or wish to discuss your broadband options with us, please call 0845 458 9000.
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