Experiencing issues with your Broadband or Landline? Try our simple checks to get you up and running as soon as possible.
Telecoms & Broadband Help
Frequently asked questions
- What do I do if I have a telecoms fault?
- What is a care level?
- How long does it take to fix a fault?
- Where can I find information about the broadband, phone and mobile tariffs you offer, the services provided and the content of each tariff element (e.g. allowances, charges etc.)?
- What information do you share with Emergency organisations, and why?
If you are unfortunate enough to experience a telecoms fault, and the online technical help above has not resolved this, you can report the fault by calling our customer service team. We will carry out live line tests and advise you on any simple equipment checks you can carry out yourself. Alternatively, to see if there are any major issues in your area that might be affecting services, use the below online checker by simply typing your postcode in to the box. If a major problem has been identified in your area you’ll see what’s caused it, when it was reported and an indication of when it should be fixed.
If following these checks the fault is still present then, following time related charge confirmations, we will liaise with Openreach engineers on your authority to rectify the fault as soon as possible, keeping you fully updated every step of the way. On certain occasions it may be possible to offer you a temporary call diversion facility.
A care level is a level determining the speed in which your fault will be responded to by Openreach. Woav offers four types of cover which are explained in more details here. Please feel free to contact us to change your care level.
This depends completely on the nature of the fault. All faults will be responded to as priority according to your care level. Fault resolution times all vary depending on the necessary work required. We will however communicate directly with Openreach at regular intervals to seek a resolution as soon as possible, and keep you fully updated on the progress of the fault.
Tariff information is available in the Pricing Schedule. Click here to view the schedule [PDF].
Here you will find information about:
• Any allowances, such as GB of data, voice minutes and messages
• Usage charges for any additional use of services or facilities
• Numbers or services subject to particular pricing conditions
• Access and maintenance charges
• Any special and targeted tariff schemes
• Any additional charges
• Any costs with respect to Terminal Equipment
• Any after-sales, maintenance and customer assistance services offered
• The standard contract conditions offered, including contract duration, any Early Termination Charges, rights in relation to the termination of Bundles or any elements thereof
When we install/transfer your telecoms service, your supply address will be shared with the ‘Emergency Database’. This is used by the police, fire, and ambulance services to locate you in an emergency.
If you’ve taken a Cloud Voice service, the supply address should be the premises from which you mainly operate your business. If you change address, your business name or your business signage, it’s important you tell us, so we can update the emergency database.
You can do this by contacting our team on 0330 159 8099 Mon-Fri, 8am – 6pm.
As I am sure you are aware, broadband speeds vary from customer to customer as they are dependent on both line length and quality from the exchange. We can provide a download speed of up to 17 Mbps with our ADSL broadband or up to 76 Mbps* download speed with our Unlimited fibre package which, is based on the fact that a minimum of 10% of users on the network achieve this speed and above. We can also assure you that our broadband support teams can ensure you receive the maximum speeds available to you as we use a technology called Direct Line Management that actively optimises your connection making constant adjustments to provide the best possible speed and uptime, meaning faster speeds and continuity of service.
The chance of you noticing any downtime is unlikely during a transfer of services. However, like all service providers, we can’t guarantee there will be no downtime but please be aware there may be temporary downtime with our Fibre packages.
* Based on 10% of our customers on the network achieving this speed or faster. The actual speed you will receive is subject to line distance from the principal connection point to your premises and line quality. Speeds vary significantly by location. External factors e.g. internet congestion and premises wiring also significantly affect speed. An engineer will need to attend your premises to complete the connection. If you fail to provide access on the appointed date a missed appointment fee of £125 will apply. On the day the Fibre service is scheduled to be completed you will experience a temporary interruption to your telephone service and any existing broadband connection you may have. You must have a router with a VDSL Modem to connect to your fibre broadband. If you do not have one, we will supply one at no additional cost. P&P of £7.99 applies. Fibre is subject to exchange availability.