Your broadband questions answered

Availability and compatibility

Are BT Select Services supported?

Yes, BT Select Services are supported, including Call Waiting, Call Return and Caller Display.

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Does broadband work with an ISDN line or Home/Business Highway Services?

No, you need to revert to an analogue line, which can then be upgraded to the new service. This line will be subject to a line check and Pipex Homecall cannot provide any guarantees that the service will be available. Minimum contract periods may also apply to any ISDN/Home Highway contracts you already have.

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Are there any compatibility issues with Pipex Homecall broadband and internal phone systems?

There are a number of less common services that have compatibility issues:

For more information about the above compatibility issues, please contact our Pipex Homecall Broadband Technical Support team on 0871 663 3300. Lines are open 7 days a week, 8am to 10pm or email broadbandsupport@homecall.co.uk, or visit http://www.homecallbroadband.co.uk

(Calls are charged at national rates and may be recorded for training purposes.)

I am currently on an 'Anytime' dial-up service, can I change to Pipex Homecall broadband?

It's easy for dial-up customers (whether they're using Pipex Homecall or another ISP) to upgrade to broadband. Simply call our customer care team on 0871 663 3300 - lines are open Mon - Fri 8:00am - 8.00pm, Sat 8:00am - 5:00pm, or you can email care@homecall.co.uk. Calls are charged at national rates and may be recorded for training purposes.

What happens to my broadband connection if I move house?

If you move home during your 12 month contract you will need to start a new 12 month broadband contract. When you start a new 12 month contract at your new address you will be subject to the same connection charge and recurring monthly rental charges as applied at the time of signing your existing contract.

If, during your 12 month contract, you move to a part of the country that is not yet broadband-connected, you will be liable to pay a cancellation charge (to the value of the remainder of your contract). This charge will be wavered if you agree to continue using Homecall telephone services.

If you are moving (during a 12 month contract) to a part of the country that is broadband-connected, and you do not wish to start a new 12 month contract at your new address, you will be liable to pay a one off cancellation charge (equal to the value of the remainder of your contract), whether you are a Pipex Homecall customer or not.

If you start a new 12 month contract at your new address you will not be sent a new modem. You are therefore asked to take your modem with you when you move house.

If a modem is damaged in transit, you will have to order a replacement modem. In order to continue the broadband service. The cost of the replacement modem will be wavered if you are a Pipex Homecall telephone customer.

To check if your future location is in a broadband-enabled area and to arrange your move, call our customer care team on 0871 663 3300 - lines are open Mon - Fri 8:00am - 9.00pm, Sat 8:00am - 5:00pm. Calls are charged at national rate and may be recorded for training purposes.

Does it matter where in the house I would like to use my broadband connection?

Your broadband connection is only available on the line with the phone number you provided when registering for our service. However, if you have several sockets in the house using the same phone number, you can connect to whichever socket you choose. Just remember to plug a filter into each socket and that only one computer at a time can use the Pipex Homecall Broadband service.

How long will it take to move from one Pipex Homecall broadband service to another?

We aim to do this within 14 days of your order.

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