1. MyAccount
  2. Search

FAQs

Which Toople.com option is right for me? Can I have my cake and eat it?

To hone in on exactly the right option for you, please use our Bombastic Broadspeed Checker. Our speed checker lets you know what speeds you can receive in your office and see whether these cover your needs. If there are only a few of you in your office then you will most likely need only the Toople.com Broadband/ If there are 8 or more of you then we would recommend that you order the Toople.com Fibre Lite or Toople.com Fibre XL to cover your needs. So you can have your cake and eat it!

I want to join but I'am still in contract what can I do?

You can check your early termination fee with your current supplier (this is usually your monthly tariff multiplied by the number of months left on your contract) if you are not able to pay off this amount you will have to wait until you are out of contract. Sorry, however, Toople.com will always be here for you.

Can I keep my existing number?

As part of our on boarding process we can transfer (or port in telecom nerdy language) your current number from your existing provider. All we need is you Porting Authorisation Code (PAC) and the date you want to switch over (this can be filled in on the order form when you are placing your order). The PAC code is available, securely, from your current provider.

Is the SIM 4G compatible?

Yes, the toople.com SIM is 4G compatible but you will need a handset that is 4G enabled so you can access the appropriate network.

Can I use my own phone?

You can, we offer a range of SIM only deals. You will need to make sure that your phone is unlocked too

Why is my first month's bill different than I expected?

Your first bill will show your connection – and any additional one off – charges and your rental fees prorated from the date of activation until your monthly billing date, plus your monthly charges billed one month in advance (your monthly rentals will always be payable one month in advance).

My SIM card has arrived but I can’t make calls

All of our SIM cards are sent out “inactive” in case they are misplaced in the post. It happens from time-to-time. When your SIM arrives log into your MyAccount (username and password sent separately) portal and click “Unblock” to make your SIM card live.

I want to join but am still in contract what can I do?

You can check your early termination fee with your current supplier (this is usually your monthly tariff multiplied by the number of months left on your contract) if you are not able to pay off this amount you will have to wait until you are out of contract. Sorry, however, Toople.com will always be here for you.

Can I keep my existing number?

As part of our on boarding process we can transfer (or port in telecom nerdy language) your current number from your existing provider. All, we need is you Porting Authorisation Code (PAC) and the date you want to switch over (this can be filled in on the order form when you are placing your order). The PAC code is available, securely, from your current provider.

Where do I get a Porting Authorisation Code (PAC) from?

If you call your existing supplier they will be able to provide it for you, they must provide this within 2 hours of your request. Go get ‘em, champ.

 

Is the SIM 4G compatible?

Yes, the Toople.com SIM is 4G compatible but you will need a handset that is 4G enabled so you can access the appropriate network. 

Can I use my own phone?

You can, we offer a range of SIM only deals. You will need to make sure that your phone is unlocked too.

How long will it take for my SIM to arrive?

Your SIM card will arrive within 5-10 working days, the date of delivery will be confirmed via email after your order is placed.

How long will it take for my handset to arrive?

Your shiny new handset(s) should arrive within 5-10 working days. The date of delivery will be confirmed via email after your order is placed. This could be delayed due to your handset being out of stock but you will be notified of any stock issues or date changes. However, we will notify you every step of the way.

My new SIM is not working in my old handset. h How can I fix this?

This is most likely because your old handset is locked to another network. You will have to contact your old supplier and ask them to unlock it. There could be a charge for this. Be prepared.

What is the charge for going over my data allowance?

Our out of bundle data is charged at 2.5p per MB

What is the charge for calls out of my bundle?

Out of bundle calls for UK landlines are charged at 33p Per Min (all calls to Channel Islands & Isle of Man are charged at 33p per minute).

How can I block my SIM card?

In your MyAccount portal, select your number from the list of numbers on your account and select block.

What will I be charged for using my mobile abroad?

Please see our data roaming and call bundle prices below:

Data Roaming: European Countries - 13p per MB; North America - 600p per MB

 

Roaming Calls Whilst Outside of the UK: Calling the UK / Receiving a call

Western Europe EU and non-EU: 3.6p / Free

Eastern Europe: 81p / 52p

USA and Canada: 90p / 39p

Asia Pacific: 60p / 43p

Rest of the world: £1.20 / 85p

How can I find out what speed Toople.com could give me?

If you put your postcode into our availability checker, then we can let you know the potential speeds that you can receive in your premises. Don’t worry, there won’t be a busybody, jobs worth trying to slow you or your business down.

Do I have to use the router Toople.com provide or can I use different router?

You can use a different router to the one we provide but we would suggest that you contact our support team (support@toople.com) to check that it is compatible with the service you have ordered through us. They know their onions. Also, they won’t cry if you insist on using your own hardware. Promise.

Do I need to have a phone line?

It is true. You do need a phone line in order to utilise Toople.com broadband (or any other broadband, for that matter). If you have one already we will transfer it over to service. On the other hand, if you don’t have one we will arrange to have one installed for you.

Do I have to pay an activation fee?

Our activation fee is £35 for Toople.com Business Broadband and £45 Toople.com Fibre Lite and Toople.comFibre XL. We compare favourably with our nearest and dearest competitors.

How can I tell if I already have phone sockets in my office?

If you haven’t tripped over them already, you can check around the skirting boards or ask our support team who can check whether there are any live lines at your business address. If you haven’t tripped over them, our happy guys n’ gals can save you the bother of looking. That’s one job off the “To do” list!

If I switch to Toople.com when I still have a contract with another company, will they charge me?

You will have to check your contract with the other supplier but they most likely will. As a substitute, they might take your lunch money. Stand up to them! Bullies are nasty.

How is Toople.com Broadband installed?

If you already have a telephone line and broadband connection, we will simply transfer this to our service offering. This means no need for a BT engineer to come to your office to survey or install. If you don’t have a broadband connection but do have a line then again you won’t need an engineer to come to your office. If you don’t have a line, then we will need to send an engineer to your premises to install the line for the broadband to run on. If you order Business Broadband and ask for an engineer to attend site we will send one out, this is no longer necessary for such installations, so as standard we won’t send one out. Probably a good thing – helps you get on in peace.

How long will it take to get Toople.com broadband once I've ordered?

It will take around ten working days (2 weeks.) We would like to be more specific but delays can happen. When you place your order you will be given a go live date which we will work tirelessly to achieve. This go live date does sound like a Spaceship blasting off from Florida; our broadband service could have a similar effect for your business!

If I have BT Broadband, how quickly do I need to give you my MAC code?

MAC codes are no longer required in broadband transfers so don’t have to contact your old supplier to get one

What is my broadband connection speed?

This is the speed that you can upload and download packages from the internet. Packages are the building blocks that make up emails, videos and music which are sent and received across your connection.

What affects my broadband speed?

The distance you are from your local exchange is the main thing that affects broadband speed. The further you are from the exchange, the longer the cable is that runs to your office. The longer the cable is the more degradation of speed you will see. In simple terms, this means how far you are along the route will determine the speed of your broadband. Don’t think this is like Postman Pat, where you wait for him to go round the village – being useless – it will all happen seamlessly.

What broadband products are available?

We offer Business Broadband (ADSL speeds up to 24MB download) Fibre – Lite (FTTC 40/10 speeds up to 40MB download and 10MB upload). Business Fibre – XL (FTTC 840/20 speeds

What's the minimum contract length?

24 months or 2 short years. The time will fly by and you will keep going and going and going. Just like the Duracell Bunny. Other battery brands are available!

What's the monthly usage allowance?

There isn’t one. Taa-dah!

What happens if I go over my monthly usage allowance?

You can’t, as there isn’t one. Boom-tish!

Can I order more than one broadband line?

Yes, no problem.

Do I have to pay line rental if I don't need a phone line?

We will take over your existing phone line to put our broadband on so that your line rental will be through us. It’s better for you and us that we can manage your whole telecom estate to make sure that if you have any issues we can resolve them as quickly as possible

How will I get my bills?

Your bills will be emailed to you and you can retrieve your bills online in your MyAccount portal. It will be like the centre of your telecoms universe!

What is business broadband?

Business broadband is different to residential broadband in two main ways; the levels of support on offer and the traffic on the network. The level of support offered to business customers is far superior to those using standard residential services. All businesses rely on broadband connectivity for their day to day operations. Business broadband customers get preferential treatment over residential customers due to the SLA’s (service level agreements) that are in place with business broadband. The traffic on the network is the other area where business broadband is superior to residential broadband. Residential networks normally suffer drops in speeds at key points in the day due to people getting home and logging on at the same time.

Do I need business broadband?

In short if you are a business; yes. Whilst some residential packages may be cheaper, for the reasons outlined above the business broadband provides a more reliable service to ensure you are able to work to your full capability. We give businesses with aspiration and ambition the ability to reach their full potential. We like this.