If you have a question about the Simplifydigital comparison & switching service, or about moving to a new broadband, phone and TV supplier, take a look at this handy FAQ. If the answer you need isn't here, email us using the contact us form on our website, or call our customer service department for assistance.
August 29, 2014
at 11:00 AM
Handy info about services, your rights & industry
What's the best way to get in touch?
If you've seen a deal on our website you would like to know more
about or want to know what offers are available in your area, give
our impartial broadband experts a call on 0808 163
Our advisers are available:
- Monday-Saturday 8am-8pm
- Sunday 10am-6pm
If you have any queries or issues with an order you have already
placed you can call our customer service team on 0800
Our opening hours are
- Monday-Saturday 9am-5.30pm,
If you are calling from a mobile or your network charges for 08
numbers, let us know and we will call you right back so we can
avoid running you up a big bill.
Do you have an email address?
Our email address is email@example.com or,
if you prefer, you can use this webpage to send us
a message. Please note that it can take longer to receive an email
response to a customer service enquiry, so if you need urgent
assistance within opening hours, please call our customer service
team on 0800 1388 388.
I haven't received my confirmation email yet, can I get a new
Sometimes emails from companies can end up in your junk email
folder if you have high security settings, so it might be worth
checking there first.
If you called us to switch providers and haven't received a
confirmation email from Simplifydigital within a few hours, or
you've yet to receive a confirmation email from your supplier and
it's been at least a day since you called to switch, head to
our contact us page and fill in
the email enquiry form, or call our customer services team to let
Promotions and payments
When can I expect my vouchers/cash back?
If your new package came with a voucher, or you have taken part
in our refer a friend scheme, we aim to post it to you within 30
days of your line being installed and activated. Your supplier will
contact us to confirm activation and then your voucher will be sent
out. If it has been more than 60 days since your service was
installed and you have yet to receive your voucher, please email or
I ordered a laptop/desktop computer as part of my broadband deal,
when will that arrive?
Computers are usually sent out 28 days after your order. This is
just to make sure your new service has been activated and you are
ready to start using the internet. Once you are connected, your new
supplier will inform us and we will let the distributor know you're
ready for your laptop.
When will my discount be applied?
If you have made an order which includes a monthly discount on
the standard rate, this will be applied automatically for you as
soon as your new connection goes live.
Do you offer money back if I see the same deal cheaper
Simplifydigital has a Lowest Price Guarantee for any package
available on our website. If within 14 days of you placing your
order, you find the same deal at a lower price on a different
website, please complete and send back our Lowest Price Guarantee form, together with a
screenshot of the deal and price. You can send it to our postal
address, for the attention of Simplifydigital Customer Services, or
email the completed form and screenshot to
firstname.lastname@example.org. We will assess your claim,
and if accepted, send you a cheque to cover the cost of any saving
you would have made, within 90 days of the activation of your
A payment of £25 to Simplifydigital has appeared on my bank
statement, what's this for?
This will appear if you have switched to Virgin Media through us
- it isn't a payment to us, our services are free regardless of
which supplier you switch to. It's a deposit that we collect on
behalf of Virgin Media, and it will be returned to you as credit on
your first monthly bill. If you do decide to cancel your order
before your line becomes active please let us know on 0800
1388 388 and we will make sure your deposit is
How does Simplifydigital fund its services?
So that we can keep providing our online and telephone-based
switching services to you free of charge, we fund them in the
Funding of our services does not influence the results of our
Ofcom-accredited comparison tool, and we are committed to giving
you impartial advice on the package that best suits your
- Display adverts - we show banner advertisements from providers
on selected areas of the website, such as the sliding offer banner
on our homepage. We never show sponsored advertisements in our
Price Comparison Tool search results.
- Commissions - we receive a commission from providers for sales
placed either directly through Simplifydigital's telephone
switching service, or that are placed on the supplier's website by
visitors who originated on the Simplifydigital website.
Delivery, activation & installation
When will I get my welcome letter?
You will receive your welcome letter via email. Most broadband
companies are now completely paperless and confirmation will only
be sent by letter if no email address was given when the order was
made. If you can't find it in your main inbox it's worth checking
your junk mail folder as sometimes the emails can end up there.
In some cases, for instance with Plusnet, a new email address
will be made for you so your bills can be delivered there.
When will my router be delivered?
Your new router will usually arrive 3-5 days before your new
broadband service is due to go live. Quite often these are small
enough to fit through a letter box but if it's larger, and you're
not home, Royal Mail will leave a card notifying you of which
collection office your router can be picked up from.
Can I have a wired router, one that works using cables?
All wireless routers will also function as wired routers if you
wish. You will find the appropriate sockets in the back of your new
router and one network cable will usually be delivered in the box
along with it. Any extra or longer network cables will have to be
When will I be activated and/or installed?
When you place your order we give an estimate of when your new
connection will go live based on supplier availability. You will
receive a welcome letter or email shortly after you place your
order, which will state the exact confirmed date.
One of my services has started working before the others, is this
Don't worry, it's pretty common for the activation of your
services to be a little staggered
If you have ordered a TV bundle that uses YouView, for example
from BT or TalkTalk, your internet connection will often be up and
running a couple of days before you even receive your new digital
If you have ordered all your services from Sky on the other
hand, your TV will usually be ready to go even before the telephone
line is activated.
As Virgin Media services all come through a single cable
connection you should find these all start working on the same day.
Can I change my activation/installation date?
An activation date can be changed as long as you call your new
supplier well in advance, 7 days is usually enough time. They
should be able to contact Openreach, the company responsible for
activating new lines, and arrange for a more suitable date.
An installation can be rescheduled 24 hours before
the engineer is due to arrive at your property. When
you place your order we will try and arrange for an engineer to
visit on a day that is most suitable for you, we do understand
however that circumstances can change. If this is the
case just give your new supplier a call and let them
know which dates would work better for you.
Visit this webpage for a
list of supplier contact numbers.
Do I have to be home on the day of installation?
If an engineer is required to install one of your new services
then either you, or someone over the age of 18, must be at home to
advise them on where you would like your new router or digital TV
box to go, along with all its wires and possibly even a new socket
in your house.
An engineer was never sent out to me, is this normal?
Quite often, if you have an existing telephone socket in your
house all the engineer has to do is connect you at the cabinet,
test your line, and let your supplier know. If this is the case you
should get an email/SMS from your new supplier a couple of days
later confirming your new line is active.
Can my line be activated/installed sooner?
Unfortunately activation dates are already as soon as they can
possibly be. Because Openreach deal with thousands of connections
every week everything is done on a first come first served
Installation dates however might be more flexible. Much like
with any other appointment, if there is cancellation in the area
then an engineer might be able to offer that time slot to you
instead. Just give your new network a call to find out. Visit this webpage for a list
of supplier contact numbers.
Would I get a quicker activation date with another
The short answer to this is no. All telephone lines are
activated and installed through the same company, Openreach, and
each area of the UK is covered by the same engineering team across
all suppliers. Virgin Media's cable service does work slightly
differently, but these engineers can often be just as busy as the
Openreach ones, especially around busy times such as Christmas.
I already have a telephone socket, why does an engineer need to
Sometimes if you are moving between a company that uses BT's
network and one that uses its own, an engineer may have to visit to
install a new socket for you.
You will also need an engineer if you are moving to a fibre
optic broadband service. The main socket in your property will need
its faceplate changed so it can be used for both the new fibre line
and your home phone at the same time.
Your service - speeds, data, traffic management & changing
Can I upgrade/downgrade my package?
More often than not your new supplier will be happy to change
the deal you are currently on. Just remember that any promotional
offers or discounts you were given, such as a six month discount on
your bill, will be removed if you move to a new deal so it's
usually worth waiting till these finish before you make the
My package carries a monthly data allowance, what is this?
A monthly data allowance is the amount of data (measured in
Megabytes (Mb) and Gigabytes (Gb) that you are allowed to consume
every month without incurring a penalty.
Some packages include unlimited data, and we
encourage you to consider opting for a package with an unlimited
allowance if you are online a lot and enjoy doing things like
watching BBC iPlayer programmes, using video streaming services
like Netflix or LOVEFiLM, and downloading movies through programmes
If you mainly use the internet to do less data heavy things,
like online shopping, emailing and checking social networks, then a
data allowance of 10Gb or more should be sufficient, however it's
important to forecast your usage over the length of your contract
before committing to a deal with a data allowance if your
circumstances may change half way through, for instance if your son
or daughter is coming home from university and requiring internet
Most suppliers will warn you with a letter or email if you go
over your monthly data allowance once or twice, but if you
consistently go over your allowance you may be subject to penalty
payments, or even switched to a higher value package with an
increased allowance. We encourage you to check the data allowance
information in your contract so that you are aware of your
My supplier is increasing the cost of my contract - can I switch to
a different provider?
New Ofcom regulation is coming into play from 23rd January 2014,
which will allow consumers and small businesses to exit their
contracts during a minimum term contract, if the price increases.
This is to protect you and ensure that you are getting the service
you signed up for. All you need to do is give your supplier 30 days
written notice that you intend to switch. Full information can be
read on the Ofcom website.
How do I check my broadband speeds?
Use the free broadband
speed checker tool on our homepage to see what your actual
broadband speed is right now - just enter your postcode and press
'start' to calculate the speed of your connection. Please note, the
broadband speed checker works for your current location, so if you
run the check at work, it'll tell you the current speed of your
work connection. If it's your home network you're keen to test,
please wait until you're at home and connected to your home network
before running the test.
Launch a broadband speed
Understanding your broadband speed test results is easy once you
get the hang of it - speed is measured in Megabytes (Mb) and
Gigabytes (Gb), and two different measures are taken - your
download speeds, which is the rate at which you
can receive information from the internet, and upload
speeds, which is the speed at which you can receive
information from the internet. Simplifydigital has a free,
comprehensive guide to understanding broadband speeds, which you may
'Up to' and 'actual' broadband speeds: Why is my broadband speed
lower than the estimated speed quoted?
'Up to' speeds are the theoretical maximum your connection is
capable of achieving, if every condition is perfect. In the real
world, 'actual speeds' are often significantly lower. For instance,
if you signed up to 30Mb broadband, it wouldn't be surprising if
you achieved actual speeds of around 21 or even 19Mb - as long as
your service stays within an acceptable level, and your 'actual'
speed is comfortable to use, there's no need to worry. Ofcom's
handy broadband speed
FAQ will help you to understand what sort of speed you should
be expecting from your service.
It takes a little while for your new connection to achieve its
actual maximum speed. In the first couple of days, up to about a
week, your supplier will be testing the line to make sure they are
providing the most stable speed available in your home. Just keep
using the web as you normally would and you should find everything
will eventually work as normal.
Check your broadband speeds at regular intervals using our
free broadband speed test tool. If the results show that you are
consistently not receiving speeds close to the 'up to' speeds
advertised for your package, we suggest using our slow connection guide to
troubleshoot any potential issues that could be impacting the speed
of your service and checking with your supplier whether any
reported issues or engineering works are affecting you.
If your speed drops to below the minimum you expect, or if your
service becomes unusable due to slow speeds and constant lags, give
your supplier's customer service team a call, they will let
you know what can be done to speed up your network. Visit this webpage for a list
of supplier contact numbers.
Traffic management information: My broadband slows down at certain
times, why is this?
Some broadband suppliers employ traffic
management techniques to manage broadband bandwidth at
peak times, when the most users are online and requiring access to
the local network.
If you're on a fast fibre broadband package you might not even
notice traffic management being applied, but if you're on a slower
connection these speed dips can hamper your online experience
If you are likely to be using your internet service most during
peak times, we recommend opting for a supplier that does not apply
traffic management policies, for instance TalkTalk or Sky. You can
read our traffic management guide to find out which
suppliers apply traffic management policies, and which do
Problems with your account
My name has been spelt wrong, can you change it?
Of course, sorry we got it wrong. We will also notify your new
supplier that we are making the correction. Very occasionally this
might delay the connection for just a little while.
I called my new supplier and they don't have my order, what's going
Sometimes when we send off an order to your new supplier an
account won't be created for you immediately. Rest assured once
everything has been processed your account will be created very
I have not made an order with Simplifydigital, why have I received
an email from you?
It's possible we may have the wrong email address or mobile
number. You can either contact us here
or give us a ring on 0800 1388 388. We will
confirm that the order placed wasn't meant for you and have your
information deleted from our system. We will also make sure to
update the supplier with the correct contact details for the actual
I'm still being billed by my old provider.
When moving from one supplier to another it is always worth
ringing to make sure your old services have all been cancelled
especially if you are moving from a standard provider to a fibre
optic or cable one. For more information take a look at our switching guide, which should answer
any questions you might have about the process.
If you are still having a problem give us a call on 0800
1388 388 and we will see if we can get the issue
straightened out for you.
My order reference says "error", what does that mean?
Occasionally if something goes wrong with one of the ordering
systems we use then this might appear in place of the reference
number. This is to let our technical team know that something isn't
quite right so they can get to work fixing it for you. If you
haven't heard from your new supplier within 3-5 working days
however, call our customer support team on 0800 138
388 and we will get everything straightened out.
I can't log into my new account, can you help me?
Often you will need to register your new account before you are
able to log into it properly. How you do this varies depending on
the supplier. If you are having any trouble setting up the account
just give your provider's customer service number a call, the
technical support team will be happy to guide you through the
process. Visit this
webpage for a list of supplier contact
Can I cancel my order?
Sometimes circumstances change and we completely understand if
it turns out this wasn't the right time to get a new service.
However if you are having an issue with pricing, contract or even
the service we are delivering please give our customer service team
a call on 0800 1388 388 and we will do our best to
sort out the issue for you. If you still feel like you need to
cancel we can either stop the order from being submitted or, if it
has already gone through, provide you the right contact details for
the network in question so you can cancel the order right away.
Can I have two people marked as the account holder?
Unfortunately not, however once you are live you can call your
new providers customer service
number and have another person as a 'named' user. This will
give them the ability to do everything but change the name on the
account and cancel the service completely.
Can I pause, rewind and record live TV with my new digital TV
Sky and Virgin Media both come with set top boxes with plenty of
space to record all your favourite shows and allow you to pause and
rewind any live TV channel.
BT and TalkTalk's YouView box's also both have this option but
only for the Freeview channels that are provided through your
aerial. Any additional live channels, streamed via your broadband
connection, cannot be paused or recorded at the moment, however
YouView is working on making this option available in the near
On demand content on the other hand can be paused at any time,
so there is plenty of time to grab some popcorn before the movie
I am in rented accommodation, can I still get broadband
As long as your landlord or letting agency is OK with getting
the service installed. Remember that if you are ordering a Sky
package you should make sure the owner of the property is happy for
a satellite dish to be installed on the outside of the
If you are taking out a new package with Virgin Media, the
network will need to contact the owner of the property to double
check everything is ok. We will take your landlord's details during
the ordering process and the network will send them a form to fill
out, confirming they are happy for everything to go ahead.
How do I find out about individual supplier complaint
Ofcom provides a quarterly
report on supplier complaint levels that will help to inform
you of general satisfaction levels, when choosing between
There is still a Virgin Media service active at my new
In some cases if your home's previous owner hasn't yet cancelled
their service, or applied for it to be moved, the line will remain
active. This can unfortunately delay the installation of a new
broadband service. If you are having this problem when ordering a
new broadband deal give us a call on 0808 163
7069 and we will contact Virgin Media for you to sort
out the issue and get you moved on to a new supplier.
I am moving home, will it cost me anything to move my services
Most providers are happy to give you one free home move a year,
they will also attempt to move you onto the same or equivalent
deal. However, if you are within a minimum term contract and
moving to an area where your current broadband package is not
available, you might find either your charges increase or your
broadband speed is altered.
If you are a Virgin Media customer and you are moving to an area
where a cable network is not available you will be referred right
through to us. One of our broadband experts will compare all the
best broadband packages available at your new home, then recommend
the one that's best for you based on your budget, and what you need
from a broadband connection.
You can check which packages are available in an area by using
our deal checker below. Simply put your postcode into the box and
our comparison table will show you which networks are offering the
best deals in your area.