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General Enquiries

ADSL

Asymmetric Digital Subscriber Line and is the most commonly available type of broadband, delivered through the copper wires of your phone line. ADSL has a national average download speed of 11mbps and runs off the BT Openreach network. Available to around 94% of the UK. Includes a landline service.

FTTC

Fibre-To-The-Cabinet broadband is delivered via clusters of fibre optic cables (each one thinner that a human hair) and speeds are faster than ADSL. FTTC has a national average download speed of 35mbps/63mbps dependent on package. This runs off the BT Openreach network. Includes a landline service. Available to around 94% of the UK.

FTTP

Fibre-To-The-Property broadband, as the name suggests, involves fibre optic cables running directly to your home. It is faster than Fibre-To-The-Cabinet but currently only constitutes a minority of broadband connections. Those type of services can offer speeds of up to 1,000mbps. No landline service. Fibre provided directly into the property not using the copper line, this ensures the speed into your property with little to no variance (speed can fluctuate dependent on router location, etc).

Whether you’re a new customer joining Earth Broadband or an existing customer relocating, we are committed to getting your broadband service up and running within a two-week timeframe. If you’re upgrading your broadband type, such as switching from copper broadband to superfast fibre, the activation process should still take approximately two weeks.

To stay updated on the progress of your broadband activation, you can easily reach out to our team via live chat. They will be more than happy to assist you an provide the necessary information to keep you informed throughout the process.

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

You can call our support team on 01403 214069.

If you’d rather not speak with an agent, we have the Live Chat option available on our website with options for language translation and the ability upload images to assist with your enquiry.

Alternatively you can email us on broadbandsupport@hometelecom.co.uk or reach out to us via social media.

You will also need to provide proof of postage to the following email address: earthbroadband@hometelecom.co.uk

We can provide support on services up to the router or telephone but as much as we would like to we are unable to provide technical assistance on 3rd party products such as TV’s or mobile phones.

Any FTTP customers can upgrade their contracts at any time.

Please get in touch with our promotions team to let us know which plan you would like to upgrade to.

We can place the order to upgrade with our suppliers; this takes roughly one to two weeks to complete.

Once this has been completed, your next invoice will be updated with your new charge, pro-rata based on days between each service.

Once you have registered with us and we have verified your account, it takes roughly 14 days to get you connected. 

We place your order with our suppliers, who provide us with the next available date they are able to connect you.

If you need to go-live on a specific date, please let us know when you sign up so we can try and get you connected as close to this as possible.

The go-live date we provide you with is the next available date we can connect you; we will be unable to make this any earlier.