If you’re in one of our service areas, we’ll want to ensure all equipment is exactly as we’d expect and is working as it should be. Please call our helpful team on 023 9300 9300 so we can ask a few additional questions before placing an order.

You should always have permission from the homeowner before toob is installed. By placing an order and proceeding with an installation, it is assumed that the installation has been authorised and agreed between yourselves.

If you’re renting, please see our additional information for landlords tab.

We require a minimum of 5 days between the date you place an order with us and your installation. For our business broadband customers, there is a minimum of 10 days between order and installation.

You will always be able to view or discuss our best availability when placing an order. If service is already available for your address, but you’re not quite ready to switch, you can also place an order now for installation on a later date.

We offer a range of installation times Monday to Friday. You can easily browse our latest availability and choose your preferred arrival time when placing an order. The engineer will usually give you a call once they’re on their way 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date. 

That’s great news! You should have already received confirmation of your order via email, with details of your next steps. Please review this information carefully, and take note of what you need to consider before your installation takes place. If you haven’t received this email, please let us know. 

We’ll dispatch your new toob wi-fi router around one week before your installation date. You’ll need the toob wi-fi router to complete activation of your service. We’ll make sure to notify you of the tracking information via email. Your delivery will include instructions on how to activate your service and advice on where you may want to position your equipment 

In the meantime, we’ll start mobilising our teams for your installation. Should you need to reschedule for whatever reason, it’s important to let us know as soon as possible.  

If you’ve ordered using One Touch Switch, there’s a few other things to know. Click here for more information 

We’ll send your new toob wi-fi router directly to you. This is usually a week or so prior to your installation, as it’s needed to complete activation of your service.

We’ll notify you of additional tracking information via email so you can manage your delivery. This email will also include instructions of how to connect your toob wi-fi router and the most effective locations to position it.

Yes, you can monitor your delivery’s progress right up to your front door. We’ll notify you of important tracking information via email roughly a week before your installation is due.

We understand you might not be home first time around, so there should be ample time to collect your parcel from an alternate location or schedule re-delivery.

If you haven’t had a first delivery attempt by 12noon two working days before your installation (Monday to Friday), please call us on 023 9300 9300.

Your installation engineer should arrive within your preferred arrival time window, indicated on your order confirmation email. 

Standard installations can take 1 to 2 hours to complete, so please bear this in mind when choosing your preferred times. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date.

Installation of your home broadband is really simple and will typically take around 1 to 2 hours, depending on the installation type required for your address. In some instances, we may need a little extra time to get you connected, so please bear this in mind when selecting your preferred arrival time slot.

Your toob wi-fi router is being delivered to you separately. Please see your order confirmation email or toob wi-fi router dispatch notification for further details.

It will really help us if you can ensure that the installation area is clear before your appointment. If any furniture needs to be moved on the day, we may kindly ask that this is completed so we can proceed with the rest of your installation.

Your engineer will need access to a mains power socket next to where your fibre box will be located. You’ll also need a second mains power socket to connect your toob wi-fi router after the installation.

The engineer will agree the equipment’s location with you during the installation. This will usually be in the same room as the service enters the building.

You may see teams outside your address a few days before your installation. We’ll just be making a few additional checks – and look forward to seeing you for your appointment.

Home broadband customers can amend their installation appointment online or by calling our customer service team.

Click here to access your customer portal account, where you can choose a new appointment according to our current availability. If you’re a business broadband customer, please give us a call on 023 9300 9300 and we’ll rearrange your appointment for you.

We may charge a fee for any last-minute changes if they fall after 2pm the working day before your installation.

We hope that this will never happen, but occasionally unexpected events could cause a slight delay in getting to you within the agreed arrival time window.

Your engineer should be in touch to let you know when they are leaving the previous installation (this can be up to 1 hour before they are due to arrive at your address). If you’ve already spoken to them (or have had a missed/call or voicemail), feel free to give them a call back and they’ll provide you with the latest information.

If you haven’t heard from your engineer, please call toob on 023 9300 9300 and we’ll urgently investigate this for you.

The engineer will bring a brand-new fibre cable into your home (via a suitable entry point) to ensure a full-fibre connection to the premises. This could be overhead (via an existing telegraph pole) or underground (via ducting) depending on how service has been designed in your area. A small box will also be fitted to an external wall.

If you’re in an apartment and service has already been pre-installed throughout the building, we’ll connect you to the nearest point. For all installations, please ensure you have permission from the homeowner for work to take place.

The fibre cable will be fed into the property via a new small hole in the wall. The hole will be securely sealed and the cable will connect to a small fibre box mounted to an internal wall. Any white fibre cables inside the property will be tacked neatly to the wall. The engineer will tidy up after themselves, ensure you’re happy with the quality of the installation and be on their way.

Remember, we will need two mains power sockets (one for the fibre box and one for your toob wi-fi router). Please connect your toob wi-fi router following installation to complete activation of your service. Instructions of how to do this can be found with your delivery. Click here to download a digital version of these simple instructions.

Think about where you use the internet most. If possible, the router should be on a raised surface and at a distance from other electrical items or furniture. Let your engineer know where you plan to position the toob wi-fi router, so the installation can take place as close to this as possible (depending on the layout of your property).

Be aware of everyday objects which can significantly affect your wi-fi signal. Try to avoid:

– Concrete (or some insulated walls)

– Thick timber beams/walls

– Windows, mirrors, large screens, fish tanks

– Sofas, TV stands, and other large furniture

– Multiple power cables or adapters

– Kitchen spaces and equipment

– Metal objects and underfloor heating

– Other Bluetooth or wi-fi devices

If you live in a larger property, mesh wi-fi solutions can often extend coverage into hard-to-reach areas and are readily available to purchase from retailers.

Linksys MX4200

You must connect your toob wi-fi router to complete activation of your service. You can do this from 6am on the day your service is due to be activated.

Follow the steps in your welcome guide for how to do this. Download a digital copy of the leaflet here.

download toob wi-fi router guide

Sagecom F@st 5366

download toob wi-fi router guide

Linksys MX4200

Oh no, that doesn’t sound right! If you’re connected to your toob wi-fi router via wi-fi, but can’t access the internet, check you’ve followed all the steps in your router guide, from start to finish.

Check if the cables are fully-inserted and in the right place? Is your toob wi-fi router showing the expected status light combination?

If you still can’t connect, try repeating the process again – or connect a device using a minimum Cat 5e specification Ethernet cable. If you’ve followed these steps and still can’t access your toob service, call us on 023 9300 9300 and we’ll be happy to help.

Please be with your equipment at the time of the call so we can ask a few additional questions.

You will need to connect your new toob wi-fi router to complete activation of your service.

Once you’ve done this (and if you’d prefer to use your own equipment) you can connect another wi-fi router directly into the fibre box after you’ve received your first bill. You should always keep your toob wi-fi router somewhere safe, just so we can provide you with any remote assistance if required.

We recommend you perform a speed-test on your computer, using a minimum Cat 5e specification Ethernet cable connection, as it will be more capable of reaching 900 Mbps. If you have a Linksys router, the Linksys app will measure the speed of the connection to your router itself. Click here for details on how to do this.

For all other speed-tests, we recommend you download the Ookla Speedtest app (version specific to your device type), which is available here. It is the industry standard speed-test app…

Please remember to select “toob Ltd” as your speed-test server, but don’t be tempted to run a speed-test via your web browser – please download it instead, as nothing else compares.

For an accurate speed-test, ensure all web browsers, windows, tabs and background applications aren’t running – and please be aware antivirus software and VPNs are also known to significantly affect speed-test results. Note: If using Windows, the built-in Firewall may block the speed-test if it is set to the ‘High’ setting.

Speed-tests on mobile/wi-fi devices (or using a web browser) will vary significantly and won’t be an indication of your service speed into your home.

As wi-fi performance is dependent on many factors within the home, there’s a few things you can try and avoid to maximise the potential of your wi-fi.

You might be surprised by how many household objects can significantly affect your wi-fi signal. Electrical items can turn on and off to cause interference. Even furniture, walls or reflective surfaces can disperse your signal so you’re not enjoying the full benefit.

Here’s a few things to look out for:

– Concrete (or some insulated walls)

– Thick timber beams/walls

– Windows, mirrors, large screens, fish tanks

– Sofas, TV stands, and other large furniture

– Multiple power cables or adapters

– Kitchen spaces and equipment

– Metal objects and underfloor heating

– Other Bluetooth or wi-fi devices

– Your neighbour’s wi-fi and equipment

If you live in a larger property, mesh wi-fi solutions can often extend coverage into hard-to-reach areas and are readily available to purchase from retailers.

You will receive confirmation of your new static IP address via email, usually within a few hours of your service being activated.

If you’ve chosen to order using One Touch Switch, click here for a guide on what to expect when joining us 

We’re only able to do this if you’ve decided to order using One Touch Switch. Select ‘I’m happy for toob to manage the switch’ if you’re ordering online and we’ll let your current provider know that you’re leaving. We’ll also ask your current provider to complete the disconnection once we’ve activated your new service. 

Click here for a full guide on joining us using One Touch Switch. 

If you’ve chosen to manage the switch, we recommend that you don’t cancel your service until after your toob installation is complete. 

If you’ve already set up your account, you can log into your online account here. From your account, you can download copies of your bills, review your account details or quickly report any issues you experience. Alternatively, just give us a call!

To setup your customer portal account for the first time, click the unique link provided in your order confirmation/service activation emails. You will need to confirm your registered email address, set a password and choose your security questions.

A. Don’t worry, we’ve all been there. Simply go to the usual login page, click “forgot password?” and follow the instructions. Alternatively, just click here to reset your password.

Please note that this will always be separate to your wi-fi password or the details you use to log into the advanced toob wi-fi router settings.

If you wish to make a change to your Direct Debit information or update your contact details, please give us a call on 023 9300 9300.

You can easily add more users to the account. As the account holder, the contract will remain in your name and notifications will still come to you, but you can set up access so that other members of your household can raise queries or report a fault if you’re not at home.

If you wish to add other authorised users to the account, please call us on 023 9300 9300 to discuss the level of access you wish to allow others to have.

A copy of your bill will be sent to you via email on the same billing date each month. You can also view your bills on your online account by logging in here.

Payment is due as soon as your latest bill has been raised. It can take up to 5 working days for the transaction to complete, so please ensure funds are available for this duration

If the Direct Debit payment has failed for whatever reason, payment will automatically be attempted again, usually within 3 working days. Please let us know if your circumstances have changed or if you are having difficulty paying your bill. Failure to make payments may result in a reduction or suspension of your broadband. Please see our terms and conditions for further details.

We’ll notify the bill payer if a payment has been unsuccessful, after the final attempt. We kindly request that you call us on 023 9300 9300 if new payment details are required.

Your billing date will remain the same throughout your contract. This will be based on the date your service was activated. Payment will be due from this date and be taken within 5 working days of this date each month, depending on when this falls.

Yes, you are. All Direct Debits are protected by a guarantee. If there is a change to the date, amount or frequency of your Direct Debit, we will give you 3 working days’ notice in advance of your account being debited.

You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation email.

If you switch or close your bank account, please advise us in advance of your next bill to avoid any missed payments.

Our products represent excellent value, but we sometimes run additional offers or promotions. If you qualified for an offer or used a promo code when placing your order, you will receive the offer within 30 days of your service being activated. This will be emailed to you directly.

Please note that these offers cannot be used in conjunction with our Refer a Friend promotion. Click here for more details.

Making sure you’re on the correct package for you is important. Please call our friendly team and we’ll talk you through how to switch from our 1 month rolling contract to an 18 month contract. We ask that you provide at least 7 days’ notice of your next bill to complete this without additional charges.

If you’re yet to place a new order for our 18 month contract, simply select this add-on option while ordering online. Full terms and conditions can be found at toob.co.uk/legal.

Alternatively, if you already have service call us on 023 9300 9300 and we’ll happily apply this for you.

• Doing nothing and keeping your existing toob service, where your monthly charge will increase from £29 to our rolling service price – please see our charges and fees document at toob.co.uk/legal for details. You may cancel your contract at any time after this. Please provide us with 7 days’ notice to fulfil your request.
• Signing up for a new 18 month contract with us at £29 a month – our best price! You can call us or click the link in your reminder email to benefit from this great deal.
• Cancelling your service without paying any early termination fees. Please give us a call before your contract ends so we can make these arrangements for you.

If toob broadband is available at your new address, you can retain your current broadband service and not pay any additional fees. You can check to see if our full-fibre will be available at your new address here.

We may have to schedule a new installation, so please give us a call on 023 9300 9300 to discuss what this means for you. There will be no charge for the installation and you will enter a new toob contract at your new address. We’re sorry, but if you’ve purchased a static IP address, it is not possible to take this with you, but you can order a new one.

If we can’t provide toob broadband at your new address, you are free to cancel your toob broadband service with no early termination charges. You should aim to provide at least 30 days’ notice in order to schedule your disconnection.

We do ask that you leave all toob equipment in position at your old property.

For more information on moving to a new address, please check our full terms and conditions here.

Quick, give us a call! We’ll be pleased to discuss your service and any reasons why you’re thinking of switching to see what we can do. 

If you cancel your toob service before the end of your minimum contract period, you may have to pay a fee to leave. See our charges and fees document at toob.co.uk/legal for more information .

If you’re outside of your minimum contract period (or are on our 1 month rolling contract) then you can cancel at any time giving at least 7 days’ notice, with no additional payment due. Your service will be disconnected at the end of your current billing period. 

When you service has been cancelled, we ask that you leave your equipment connected and in position at the wall. 

Once you start placing a One Touch Switch order with a new provider, we’ll send a list of ‘switching impacts’ to your registered email address. Please make sure you understand and accept these before you continue. 

If you go ahead with your order elsewhere, we’ll confirm your planned disconnection date shortly after and issue your final bill by email (once you’ve left us). Keep an eye out for these important messages. 

If you cancel your service before the end of your minimum contract period, you may have to pay a fee or you could have a credit/refund due to you. These will be highlighted on your final bill. See our terms and conditions at toob.co.uk/legal. 

If your new order can’t be fulfilled by your new provider (or you choose to cancel your order) you’ll stay with toob and your service will continue as normal. If you’re near or outside of your minimum contract period, check our latest charges and fees at toob.co.uk/legal. 

Of course you can we’d love you to stay! Please contact the other provider right away to cancel your order with them. As much as we’d like to, we’re unable to do this for you. It’s the rules… 

We’re only able to do this if you’ve decided to order using One Touch Switch. Select ‘I’m happy for toob to manage the switch’ if you’re ordering online and we’ll let your current provider know that you’re leaving. We’ll also ask your current provider to complete the disconnection once we’ve activated your new service. 

Click here for a full guide on joining us using One Touch Switch. 

If you’ve chosen to manage the switch, we recommend that you don’t cancel your service until after your toob installation is complete. 

If you’ve already set up your account, you can log into your online account here. From your account, you can download copies of your bills, review your account details or quickly report any issues you experience. Alternatively, just give us a call!

To setup your customer portal account for the first time, click the unique link provided in your order confirmation/service activation emails. You will need to confirm your registered email address, set a password and choose your security questions.

A. Don’t worry, we’ve all been there. Simply go to the usual login page, click “forgot password?” and follow the instructions. Alternatively, just click here to reset your password.

Please note that this will always be separate to your wi-fi password or the details you use to log into the advanced toob wi-fi router settings.

If you wish to make a change to your Direct Debit information or update your contact details, please give us a call on 023 9300 9300.

You can easily add more users to the account. As the account holder, the contract will remain in your name and notifications will still come to you, but you can set up access so that other members of your household can raise queries or report a fault if you’re not at home.

If you wish to add other authorised users to the account, please call us on 023 9300 9300 to discuss the level of access you wish to allow others to have.

A copy of your bill will be sent to you via email on the same billing date each month. You can also view your bills on your online account by logging in here.

Payment is due as soon as your latest bill has been raised. It can take up to 5 working days for the transaction to complete, so please ensure funds are available for this duration

If the Direct Debit payment has failed for whatever reason, payment will automatically be attempted again, usually within 3 working days. Please let us know if your circumstances have changed or if you are having difficulty paying your bill. Failure to make payments may result in a reduction or suspension of your broadband. Please see our terms and conditions for further details.

We’ll notify the bill payer if a payment has been unsuccessful, after the final attempt. We kindly request that you call us on 023 9300 9300 if new payment details are required.

Your billing date will remain the same throughout your contract. This will be based on the date your service was activated. Payment will be due from this date and be taken within 5 working days of this date each month, depending on when this falls.

Yes, you are. All Direct Debits are protected by a guarantee. If there is a change to the date, amount or frequency of your Direct Debit, we will give you 3 working days’ notice in advance of your account being debited.

You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation email.

If you switch or close your bank account, please advise us in advance of your next bill to avoid any missed payments.

Our products represent excellent value, but we sometimes run additional offers or promotions. If you qualified for an offer or used a promo code when placing your order, you will receive the offer within 30 days of your service being activated. This will be emailed to you directly.

Please note that these offers cannot be used in conjunction with our Refer a Friend promotion. Click here for more details.

Making sure you’re on the correct package for you is important. Please call our friendly team and we’ll talk you through how to switch from our 1 month rolling contract to an 18 month contract. We ask that you provide at least 7 days’ notice of your next bill to complete this without additional charges.

If you’re yet to place a new order for our 18 month contract, simply select this add-on option while ordering online. Full terms and conditions can be found at toob.co.uk/legal.

Alternatively, if you already have service call us on 023 9300 9300 and we’ll happily apply this for you.

• Doing nothing and keeping your existing toob service, where your monthly charge will increase from £29 to our rolling service price – please see our charges and fees document at toob.co.uk/legal for details. You may cancel your contract at any time after this. Please provide us with 7 days’ notice to fulfil your request.
• Signing up for a new 18 month contract with us at £29 a month – our best price! You can call us or click the link in your reminder email to benefit from this great deal.
• Cancelling your service without paying any early termination fees. Please give us a call before your contract ends so we can make these arrangements for you.

If toob broadband is available at your new address, you can retain your current broadband service and not pay any additional fees. You can check to see if our full-fibre will be available at your new address here.

We may have to schedule a new installation, so please give us a call on 023 9300 9300 to discuss what this means for you. There will be no charge for the installation and you will enter a new toob contract at your new address. We’re sorry, but if you’ve purchased a static IP address, it is not possible to take this with you, but you can order a new one.

If we can’t provide toob broadband at your new address, you are free to cancel your toob broadband service with no early termination charges. You should aim to provide at least 30 days’ notice in order to schedule your disconnection.

We do ask that you leave all toob equipment in position at your old property.

For more information on moving to a new address, please check our full terms and conditions here.

Quick, give us a call! We’ll be pleased to discuss your service and any reasons why you’re thinking of switching to see what we can do. 

If you cancel your toob service before the end of your minimum contract period, you may have to pay a fee to leave. See our charges and fees document at toob.co.uk/legal for more information .

If you’re outside of your minimum contract period (or are on our 1 month rolling contract) then you can cancel at any time giving at least 7 days’ notice, with no additional payment due. Your service will be disconnected at the end of your current billing period. 

When you service has been cancelled, we ask that you leave your equipment connected and in position at the wall. 

Once you start placing a One Touch Switch order with a new provider, we’ll send a list of ‘switching impacts’ to your registered email address. Please make sure you understand and accept these before you continue. 

If you go ahead with your order elsewhere, we’ll confirm your planned disconnection date shortly after and issue your final bill by email (once you’ve left us). Keep an eye out for these important messages. 

If you cancel your service before the end of your minimum contract period, you may have to pay a fee or you could have a credit/refund due to you. These will be highlighted on your final bill. See our terms and conditions at toob.co.uk/legal. 

If your new order can’t be fulfilled by your new provider (or you choose to cancel your order) you’ll stay with toob and your service will continue as normal. If you’re near or outside of your minimum contract period, check our latest charges and fees at toob.co.uk/legal. 

Of course you can we’d love you to stay! Please contact the other provider right away to cancel your order with them. As much as we’d like to, we’re unable to do this for you. It’s the rules… 

You should always have permission from the homeowner before toob is installed. By placing an order and proceeding with an installation, it is assumed that the installation has been authorised and agreed between yourselves.

If you are renting, please see our helpful Information for Landlords guide in the Landlords tab.

Lucky you! We will want to ensure that all the equipment is still connected and working exactly as it should be. Please call our helpful team on 023 9300 9300 so we can ask a few additional questions before placing a new order.

We offer a range of installation times Monday to Saturday. You can easily browse our latest availability and choose your preferred arrival time when placing an order. The engineer will usually give you a call once they’re on their way. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date. 

It will really help us if you can ensure that the installation area is clear before your appointment. If any furniture needs to be moved on the day, we may kindly ask that this is completed so we can proceed with the rest of your installation.

Your engineer will need access to at least two mains power sockets for the fibre box and your wi-fi router. The engineer will agree the equipment’s location with you during the installation. This will usually be in the same room as the service enters the building.

You may see us outside your address a few days before your installation. We’ll just be making a few additional checks – and look forward to seeing you for your appointment.

Your installation engineer should arrive within your preferred arrival time window, indicated on your order confirmation email. 

Standard installations can take 1 to 2 hours to complete, so please bear this in mind when choosing your preferred times. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date.

Our engineers will bring a brand-new fibre cable into the property (via a suitable entry point) to connect you to our full-fibre network. This could be overhead (via an existing telegraph pole) or underground (via ducting) depending on how service has been designed in your area. A small box will also be fitted to an external wall.

If you’re in an apartment and service has already been pre-installed throughout the building, we’ll connect you to the nearest point. For all installations, please ensure you have permission from the homeowner for work to take place.

The fibre cable will be fed into the property via a new small hole in the wall (less than 8mm in diameter). The hole will be fully sealed and the cable will connect to a small fibre box mounted to an internal wall. Any fibre within your property will be a white 3mm diameter cable, tacked neatly to the wall.

We will need two mains power sockets (one for the fibre box and one for the wi-fi router). The engineer will connect your new router to the fibre box and test your broadband service to ensure you’re receiving our full 900 Mbps full-fibre broadband when using an ethernet cable. We’ll also set up your wi-fi and test the speeds your devices might be capable of, and answer any final questions that you may have.

Once we’ve tidied up after ourselves, we’ll leave you to enjoy our full-fibre broadband allowing the whole household to stream, surf or play all day!

Installation of your home broadband is really simple and will typically take around 1 to 2 hours, depending on the installation type required for your address. In some instances, we may need a little extra time to get you connected, so please bear this in mind when selecting your preferred arrival time slot.

Home broadband customers can amend their installation appointment online or by calling our customer service team.

Click here to access your customer portal account, where you can choose a new appointment according to our current availability. If you’re a business broadband customer, please give us a call on 023 9300 9300 and we’ll rearrange your appointment for you.

We may charge a fee for any last-minute changes if they fall after 2pm the working day before your installation.

You will receive confirmation of your new static IP address via email, usually within a few hours of your service being activated.

download toob wi-fi router guide

Sagecom F@st 5366

download toob wi-fi router guide

Linksys MX4200

We recommend you perform a speed-test on your computer, using a minimum Cat 5e specification Ethernet cable connection, as it will be more capable of reaching 900 Mbps. If you have a Linksys router, the Linksys app will measure the speed of the connection to your router itself. Click here for details on how to do this.

For all other speed-tests, we recommend you download the Ookla Speedtest app (version specific to your device type), which is available here. It is the industry standard speed-test app…

Please remember to select “toob Ltd” as your speed-test server, but don’t be tempted to run a speed-test via your web browser – please download it instead, as nothing else compares.

For an accurate speed-test, ensure all web browsers, windows, tabs and background applications aren’t running – and please be aware antivirus software and VPNs are also known to significantly affect speed-test results. Note: If using Windows, the built-in Firewall may block the speed-test if it is set to the ‘High’ setting.

Speed-tests on mobile/wi-fi devices (or using a web browser) will vary significantly and won’t be an indication of your service speed into your home.

If you’ve chosen to order using One Touch Switch, click here for a guide on what to expect when joining us. 

We are working hard to deliver full-fibre broadband, to benefit everyone in the community. We typically aim to use existing infrastructure to get our new fibre cables to you, specifically to avoid any unnecessary disruption for our future customers.

On some occasions these options might not already exist or cannot be used, so we may complete additional work (such as installing cabinets, ducting or poles) to ensure we can provide service in your area.

We always try our hardest to keep any risk of disruption to a minimum. Most construction work will take place on the pavement, but there may be times when we need to build the network across a road. Rest assured that our teams will do all they can to complete this work quickly – and provide alternative arrangements where required.

Yes. Our construction crews will be clearly visible throughout the build and will provide full assistance and cooperation to ensure that you are able to access your property, either on foot or by vehicle. If your driveway or path is impacted by the construction at a time when you need to use it, crews will remove any barriers and cover any open trenches for you.

Teams work between 7am and 7pm, however engineers will not start any loud activity until after 8am. Construction will usually take 1 to 5 days to complete.

Parts of the construction process will sometimes include the use of loud machinery. Teams will not start any loud works until after 8am – and will carefully plan work to ensure this is kept to a minimum.

There may be a small amount of debris on the ground shortly after the build, particularly if the weather has been poor. Rest assured, our teams will endeavour to clean up once construction has completed in your area.

The pavement will be reinstated as close to the original surface as possible, by reusing existing paving slabs or covering with new tarmac. New tarmac will fade over time to provide a better match to the original surface and we may sometimes lay a new, temporary surface to ensure the safety of residents.

To help keep work moving quickly, please do not park on the pavement during construction. You may be asked to move your car as a precaution if work is taking place nearby.

Availability will be specific to your address. All work will be tested by area to ensure that it meets our strict quality controls and is ready for service. We can notify you once toob becomes available to order by registering your interest. Thank you for your patience.

If you have any questions or encounter any problems during construction, please speak to one of our on-site team or contact the toob customer service team on 023 9300 9300 or email complaints@toob.co.uk so we can discuss your query.

Our full-fibre broadband is great for small businesses, enabling you to keep in contact with your clients or suppliers and unleash the potential of your business. Whether it’s wi-fi calling, cloud file-sharing or video conferencing, our business broadband allows you to do all these things no matter what is happening in the rest of your business. You’ll benefit from 900 Mbps symmetrical download and upload speed, unlimited data usage and easy access to our local, friendly customer support. You’ll also benefit from a 48-hour SLA guarantee so you’ll have the peace of mind that your business needs are our priority.

You may choose to have intelligent mesh wi-fi fitted as part of your installation – or opt to receive a static IP address, at no extra cost, to help manage your specific business needs.

View the full business broadband terms and conditions, business SLA, charges and usage policies here.

Congratulations. We can’t wait to have you join us!

If you’ve already placed an order, you should have received a confirmation email discussing the next steps towards your full-fibre installation. We’ll be in contact with you (typically within 24 hours) to arrange a pre-installation survey so that we can assess the needs of your installation. This survey should take place at least 3 days before your installation to ensure that we can get everything ready for you in time. An authorised party and/or decision-maker regarding the installation must be present at the time of the survey.

If, as a result of your survey, a non-standard installation is required, we’ll be in touch to agree this with you ahead of your appointment. In some instances, a non-standard installation fee may apply if significant extra time, equipment or resource is required. You can view the full business broadband terms and conditions, charges and usage policies here.

If you have limited access hours, do please ensure that ample time is available for the installation to take place. If you have any questions, please talk to our helpful customer service team in advance of your appointment.

We will need to complete a short survey to confirm the access and layout of the premises, discuss your preferred installation choices and agree the expected location for your toob equipment. The engineer will arrive within your chosen time slot and the survey should take no more than an hour to complete.

You may be asked to provide access to some of the installation areas and someone authorised to make decisions for the upcoming installation should be present at the time of the survey. Your engineer will help determine if any additional arrangements are necessary or whether you require a non-standard installation.

If you require mesh wi-fi as part of your installation, please discuss this with your engineer. A single mesh wi-fi unit will be installed (if required) at no additional cost to business broadband customers.

You can amend any appointment up until 2pm the business day before, for extra peace of mind. If your new survey date is within 3 days of your installation date, we will advise if your installation should also be amended and talk you through making any changes. Just give our customer service team a call on 023 9300 9300 and we’ll be happy to help.

Our engineer will carefully evaluate the needs of your installation while attending the pre-installation survey. Should significant additional time, resource or materials be required due to the complexity of the installation, we’ll discuss the available options with you after your survey is complete. A non-standard installation fee may apply. Click here for further details of our business broadband charges and fees.

As a non-standard installation is likely to take longer, do please ensure that you allow ample time for the appointment to take place within your business’s access hours. If you have any questions, please talk to our helpful customer service team in advance of your appointment.

Access to your installation areas will need to be clear and an authorised decision-maker must be present. It is always helpful if this is the same person that attended the pre-installation survey, but this isn’t essential. If you have limited access hours, please ensure that there is plenty of time for the appointment to take place as planned.

The engineers will arrive within your chosen time slot, confirm the agreed location of equipment, and complete your installation. Before the team leave, they will demonstrate 900 Mbps download and upload speeds to you on a wired connection and ensure your wi-fi or mesh wi-fi solutions are ready to go.

If you have chosen to receive a static IP address, we’ll send this to you via email shortly after your service is activated.

All toob business customers will receive a powerful toob wi-fi router – and have a small external cable box and termination point installed to an outside and inside wall respectively. Our 7-antenna router provides customers with dual band wi-fi (with smart channel selection) to ensure that you always have the best connection for your employees and customers. The router has 4 gigabit ethernet ports to allow seamless integration with all devices within your business.

Depending on the premises and your business’s needs, your engineer will expertly install a single mesh wi-fi unit for you as part of your agreed installation. This is free-of-charge for business broadband customers.

Mesh wi-fi can sometimes increase wi-fi range in hard-to-reach areas, depending on the building layout and what you intend to use your service for. A single mesh wi-fi option is available for business broadband customers at no additional cost.

If your business requires mesh wi-fi, discuss this with your survey engineer so that this can be planned alongside the rest of your installation. While mesh wi-fi will allow you to enjoy service in specific areas within the premise, it’s unlikely that you’ll receive the same high performance as those devices connected directly to your toob wi-fi router.

Some businesses may benefit from using a static IP address to help manage devices or services on their private network. There’s no obligation to receive one, but this can be included free of charge as a business broadband customer.

When placing an order for toob’s business broadband, you will be asked whether you require a static IP address. If you already have service with us as a toob business broadband customer, you can request a static IP address by calling 023 9300 9300. One of our team will be happy to talk you through the process.

You will receive an email confirming your new static IP address once it has been activated. If you’re joining us for the first time, this will be on the same day as your installation. If you’re already a business broadband customer, this will usually be the same day as your request (unless you have chosen a later date).

We’d love to help your business enjoy the benefits of toob ’s business broadband. The best bit is you don’t have to wait until your current home broadband contract is up. Our customer service team are on hand to talk you through the process and get you registered. Simply call  023 9300 9300 for more details.

toob is a broadband-only provider.

If you are transferring your existing number to an internet phone (VOIP) service, then you should retain your current landline until advised of a switchover date by your new phone service provider. You will also be responsible for contacting your current broadband provider, once your toob  installation is completed, to arrange your disconnection.

Our local customer care team are on hand if you ever need assistance – and we will always do our best to resolve your issue quickly. As a toob  business broadband customer, you’ll have access to our best availability (should you ever require an engineer visit) and  you’ll be covered by 48-hour SLA guarantee. Click here for a full summary of these terms.

Importantly, we will need to complete some live diagnostics with you, so please ensure that you have access to your toob equipment at the time of the call. The fastest way to make us aware of an issue is by contacting customer services directly.

Our friendly team can be contacted between 8am – 8pm Monday to Friday, 8am – 6pm Saturday and 10am – 4pm Sunday.

Call us: 023 9300 9300
Email us: helpdesk@toob.co.uk

Yes. You’ll receive a new VAT invoice sent directly to your registered email address on your billing date each month. You can also view all your historic invoices in one place by signing-in to your customer portal account.

Click the unique link provided in your service activation email to complete the set-up for your customer portal account. If you have any issues accessing your customer portal, please call our customer service team directly on 023 9300 9300. We’ll be happy to help.