Normally we can let your current provider know you're switching to UW, so you don't have to. But there are some scenarios where you'll have to contact your current provider:

• If you're switching to us from Virgin Media, or;
• You have an Full Fibre (FTTP) service with another provider who doesn't use the Openreach network (see below).
• If you currently don't have Full Fibre (FTTP) broadband with another provider and want to take a Full Fibre (FTTP) tariff with us.

We recommend you wait until your UW broadband is live before you cancel your old broadband service to reduce the risk of having no broadband for a period of time.

Here are the major providers that do use the Openreach network:

• BT
• Sky
• TalkTalk
• Plusnet
• NOW Broadband
• Vodafone
• EE

If your provider isn't listed above, it's likely not a part of the Openreach network and you'll need to cancel with them directly. Here are the major providers that don't use the Openreach network:

• Virgin Media
• City Fibre
• Hyperoptic
• Community Fibre
• G. Network
• Gigaclear.

The speed available on your line can be affected by:

• How far your property is from the telephone exchange or street cabinet.
• The quality of your telephone line and internal wiring.

The actual speed you receive can be affected by:

• The processing power of your PC / devices.
• How many people are sharing your broadband connection.
• Whether you use a wireless or cable connection between your router and PC, laptop or other connected devices.
• If using a wireless connection; where you keep your router.
• The speed of websites that you visit.
• If you connect at peak times, such as evenings, weekends or major sporting events.
• Network capacity in Durham.

Information on Broadband speeds can be found here : Full Fibre Broadband speeds

Yes, you can. But you'll need to make sure your router isn't locked by your previous provider.

When you sign up to us, we'll send you your username and password, so you connect your own router. With our superfast fibre-optic Ultra Broadband options, your router needs to be Very High-Speed Digital Subscriber Line (VDSL) compatible. If it's not, it won't work with our broadband service.

If you need a router, we can send you one too.

Information on UW router can be found here : Whole Home Wi-Fi systems

Yes, we do. At UW, keeping you connected is important to us. So we signed up to Ofcom's Automatic Compensation scheme for Phone and Broadband services. Making sure our broadband and landline customers get compensation when things go wrong remains a priority.

This means that, if you're eligible, we offer Automatic compensation for those unfortunate circumstances when:

• There's a delayed repair following the loss of service
• An engineer misses an appointment
• Your service goes live later than the date we said it would.

We'll apply the following compensation as a credit on your next monthly bill after the incident:

• £8.40 for each calendar day that a faulty service hasn't been repaired after two working days of the issue being raised.
• £26.24 per missed appointment if an engineer either doesn't show up for a scheduled appointment, or cancels with fewer than 24 hours' notice.
• £5.25 for each calendar day of delay when your service fails to go live on the day we said it would, including the missed start date.