Have you recently installed a new program such as antivirus software?
Check to see if your firewall rules have changed and that your computer is allowed to communicate with the internet. Some computers may require a restart after installing new programs and this could solve the connection problem.
Why are your prices cheaper than BT?
We're a wholesaler which means we buy in bulk and pass the savings on to you.
Why do you use Openreach?
If it's not broke, don’t fix it! The Openreach network provides 90% of telephone lines in the UK. They do it fantastically well, so you stay where you are, receiving great speeds and line quality and response times but without paying a high price for it.
Who are Think Telecom?
We provide the full suite of telecoms products that your business needs. Whether it's as simple as saving you money and bringing your customer service back into the UK, or if you're looking to replace/upgrade your phone system or its capabilities we can provide the systems, cabling, kit and even training to help your business.
I'm moving address - how can I move my services?
This will need to be discussed on a case-by-case basis, so please call our customer service team who will be able to advise you on the process of moving.
How do I switch to Think?
Give our team a call and they will happily explain it all for you. In simple terms, demonstrate savings, confirm it all in writing if happy, then in 14 days time start receiving cheaper billing.
Can I keep my number?
Yes, of course you can - that’s just one of the benefits of staying on the Openreach network.
Are my rates going to increase after a certain period of time?
We pride ourselves on our price guarantee of fixed pricing for the term of your choice.
Do I have to sign up for a long term contract?
Absolutely not. We would never want anybody to not want to be with us. We keep the contracts from 12/36 months.
How are Think able to offer cheaper rates?
We have fantastic relationships in the industry which allow us to purchase at the best rates. This means we can give you the best price for your business.
How will I be I be billed?
You will be billed by monthly direct debit.
I've plugged in my router and the internet is not working. Why?
There are 2 possible reasons. 1 - You may have plugged your router in before your service has been activated. Check with us to ensure that your service has been switched on. 2 - There may be a setup/connection issue. Please check that everything has been connected as it should. If there is still no service, call our Technical Support team.
How do I connect my router?
Your router connects to your Openreach telephone socket either via a microfilter or direct into the smaller top socket. The smaller of the 2 cables provided connect the router to the telephone socket and the larger is for connecting direct from the router to a computer.
What is the 'cooling off' period?
It’s a 14 day window (10 working days) during which you have the opportunity to cancel your service if you want to.
How do I cancel my contract?
Call the customer service team on 03300240180. They will be able to assist in any of the queries. You can also contact your account manager who will be able to help.
Who owns my incoming line?
You do. you're paying for it. Openreach is the network that brings the line in/maintains it/repairs it and upgrades it, we simply bill your services at a wholesale cost.
How do I report a fault?
Contact the technical or customer service team on 03300240180 or firstname.lastname@example.org.
What is my maximum internet speed?
Your maximum internet speed depends on the service initially. If it's a Fibre connection, your speed depends how far your home or business are away from your local FTTC Cabinet. If it is ADSL, your speed is dependent on the distance from your home or business to the local telephone exchange. Basically, the further you are away from the signal source the more the signal degrades.
What is my IP address?
Finding your IP address is as simple as going to Google and searching in 'what's my IP address?'.
How do I find out the number of my broadband connection?
Plug a phone in to your telephone socket. Dial 17070 and you will be presented with your phone number.
My broadband is slow. I need help.
Ensure your router is connected to the Openreach master socket and not connected to either an extension socket or via an extension lead. Then re-test your speed from there. If your speed is still slow call us!
My broadband isn't working. I need help.
Before you call us just double check to see that all your connections are firmly in place and in the right order. If they are and your connection is still faulty, then call us.
What is my phone number?
It should be at the top of your current bill. Failing that, plug a phone into the socket and dial 17070 and it will be read back to you.
How to I transfer my number to Think?
We can do this for you. Give the team a call and they will look after the seamless transfer of your number.
My phone line is not working. I need help.
Please locate your master Openreach telephone socket and plug your telephone directly into that socket - you should also remove the microfilter. If there is still no dial tone, please try another phone. If there is still no dial tone then please remove the front faceplate from the master socket and place the telephone into the engineers test socket. If there is still no tone then call us.
There is noise and static on the line. I need help.
Please locate your master Openreach telephone socket and plug your telephone directly into that socket - you also need to remove the microfilter. If there is still no dial tone, please try another phone. If there is still no dial tone then please remove the front faceplate from the master socket and place the telephone into the engineers test socket. If there is still no tone then call us.
How do I block calls?
There are a number of ways of doing it and it really is quite simple. Give our guys a call and they will activate this for you.
How do I remove the block on some calls?
There are a number of ways of doing this - give our guys a call and they will activate this for you.
How do I set up call divert?
Our friendly customer service team can activate this for you and can also advise on how you can activate it.
Why can't you look at my problem quicker?
If there is a fault as a result of the Openreach Network failing then we are bound by their work stack. There are various care levels that can speed up the fix time should a fault occur on your line. Please call our customer services team for further information.
What will change when I switch?
If you are taking just line only, then nothing will change other than where your bill comes from. If you are switching broadband services, then you will have to swap out your current router for the new super router we send you free of charge.
I am in the process of switching and my line isn't working - why?
The line takes 14 days to transfer, then we are 'in control' of it. If the line stops working during that period, it will be down to your current billing provider to rectify the problem. Bear in mind it might not be them - it could be the line at the exchange, but whoever is 'in control' of the billing and customer service is who you should contact.
BT are telling me I need to pay to leave them - help!
Please get in touch with your Think account manager and we will help you.
What's the difference between BT and Think?
Whilst the technology is the same, Think offer our business customers great value and high quality UK based customer services.
Why am I not getting the full speed?
Your broadband speed is dependant on a number of variables. Don't worry - simply get in touch and we can help identify the maximum speed you should be receiving and how to manage your set up if you are not.
Can I get Fibre broadband?
Fibre Broadband is now available to 90% of the UK population. Please give the team a call on 03300240180 and we will check for you.
What internet speed can I get?
Get in touch with the team today on 03300 240180 and we'll let you know what speeds are available to your address.
How do I hide my outgoing caller ID?
You can select this service form Think along with voicemail, divert and many others.
How do I upgrade my package?
Simply call the team on 03300 240180 and we will upgrade you to a better service if one is available at your address.
Who fixes my line?
Think manage the fault process and use BT engineers to deal with any issues on the Openrach network. We will take care of everything until your fault is fixed.
Why do Think Telecom not send an engineer?
Openreach maintain the network and they are responsible for looking after that. We like to take care of your customer service and billing. The phone systems and networks that we provide all come with Think Telecom engineers.
If your broadband connection is intermittent and keeps connecting and then disconnecting, try the following simple steps:
1. Shut down your computer.
2. Switch your router off at the mains.
3. Leave it switched off for one minute.
4. Switch your router back on and wait for all status lights to come back on.
5. Switch your computer back on again and try connecting to the internet.
Still having problems?
If you have no broadband or your connection is still dropping, go through the checklist below:
Have you recently installed a new program such as antivirus software?
Check to see if your firewall rules have changed and that your computer is allowed to communicate with the internet. Some computers may require a restart after installing new programs and this could solve the connection problem
Have you recently changed your wireless password?
Make sure that the new password has been entered into the connection details for any wireless devices so that they can communicate with your router.
Has there been a problem with your last bill payment?
Missed payments can result in a suspension of service. Please contact our Accounts Team to rectify this. If your suspension has been lifted it can take up to 24 hours for the service to be reactivated. Please contact our Faults Team if normal service does not resume after this period of time.
Check your computer network settings.
If connecting to a domain or private network please ensure that your login details are correct. You may also need to check the IP settings on your computer to ensure that the computer is communicating with the router properly.
Check that there is nothing in your home set up that could be interfering with your wireless signal.
Anything with an electric motor or that requires a large amount of power to operate can cause interference with wireless signals. Move your router/mobile device away from any such sources to see if the connection is restored.
Try connecting to the internet via a wired connection using the Ethernet cable that came with your router.
Plug one end of the cable into your router and then into the network card on your computer to check that the router is communicating with the internet.