Router Setup
How do I set up my broadband?
Once a package is chosen, our orders team will confirm your go live date with Openreach, followed by some communication to yourself in the next few days. You will be informed a day and rough time of installation, as well as receiving your router the working day before installation takes place.
Is an engineer required to install my broadband?
We can’t predict if an engineer will be required, so we need to confirm with our suppliers.
Once your account has been verified, we will place your order, confirming whether an appointment is required.
Once your order has been placed, you will receive an email confirming your go-live date. Should an engineer be required, you will receive a separate email containing the information about your appointment.
If you have any further questions about your appointment, please contact our customer service team.
When will my router be delivered?
You will need to tell us if you wish to order a router with your service.
Your router will be ordered three days before your service is due to go live, your router will be sent to you via DHL. When DHL dispatch your router, a tracking number will be sent to your email address.
Please do not try plugging your router in until your go-live date, as the connection won’t work.
I’ve just left you, how do I return my router?
Once you leave us you will be sent a prepaid returns bag to the address you state, once received you have 14 days to return it. If you return it using your own means, it will need to be sent to the following address- Netlynk, 1 First Avenue, Maybrook Industrial Estate, Sutton Coldfield, Birmingham, B76 1BA.
You will also need to provide proof of postage to the following email address: earthbroadband@hometelecom.co.uk