FAQ

Your speed will depend on your distance from the exchange and what service you take. Enter your postcode to get an accurate view of what we can offer you.

All our services come with a pre programmed router ready to use when you go live.

We do not operate a throttling policy or cap your usage.

Placing your broadband order just became a lot easier! You'll receive an estimated go-live date within two days, and the whole process typically takes up to 16 days.

We'll send a pre-configured router to plug in on your go-live date. If you have any questions, don't hesitate to reach out to us and one of our friendly customer service agents will be happy to help guide you through getting connected – it could take until midnight before everything is completely primed and running!

You'll receive your brand new router two days before you can start using it, and we promise to get it there quickly! We will send tracking details in an SMS as soon as the package leaves our warehouse, so that you know when exactly to expect your super-fast internet.

When you place your order, we'll let you know whether any extra work like an engineer visit is needed. We always check with the local exchange to get up-to-date info on what kind of connection is in your property and order accordingly.

You don't need to speak to your current provider at all we just require a few details when you place your order, and we'll handle the switch for you.

Once your new service is live, your old service ends automatically, so there's no need to cancel it yourself.

Switching can feel like a big decision, but the process itself couldn't be simpler.

There are no limits.

When you placed your order you will see the range of speeds that are available at your property.

If you're switching to a new service provider, we want to make sure that your transition is as seamless and effortless as possible. We'll do our best to transfer your existing number so that the changeover isn't too disruptive - but if it's not feasible in this instance then don’t worry – we'll be in touch before completing any orders or changes on your behalf!

The speed you will see when placing an order will always be shown in Mbps (Megabits per second) - this is the standard for all providers

Contacting us is the easiest way to cancel your subscription. Our chat hours are Monday-Sunday 9:00 AM - 6:00 PM, so make sure you reach out with at least 30 days notice prior! Please note that canceling your direct debit may result in extra charges added onto your final invoice though–so we recommend contacting us first before taking any other action.

If you’re getting ready to move, don't forget that our services can come with you! Just remember to give us a heads up at least two weeks ahead of your relocation so we can check if they're available. In the event we cannot offer the same service in your new home, an equivalent option will be provided - simple as that!

Keeping your contact details up-to-date is essential. Keep us in the loop whenever anything changes and we will ensure that all your records are corect.

At POP telecom, delivering excellent service is our number one priority. You can help us reach that goal by letting us know if something isn't quite right - just email customer.service@poptelecom.co.uk and we will be in contact within 72 hours to get things sorted out!

You can visit our Code of Conduct section for more information.

If you're looking to take your experience a step further and upgrade, it's easy! Just chat with one of our friendly team members or call us on 03435386611. Don't hesitate to get in touch – we'd love to hear from you.

You will find the login button on the top right corner of our website. Just enter your email address or username and your password and that will get you access. If you have forgotten your password there is a reset link. Don't worry to keep it secure we will send you a onetime passocde each time you log in.

From within the customer area you are able to pay your bill, view invoices.

Simply click the Pay Bill at the top of our website then enter your postcode and account number

Your first bill will cover your rental and bring you in line with our billing cycle. This may be less or more than your normal monthly plan

Please feel free to contact our customer services on 03435386611 or via the live chat on our webpage and we will be able to explain any part of your bill

You can update your direct debit details online in your customer area or by calling our customer services on 03435386611

Paper billing covers the cost of printing your invoice and then the postage and costs to send this to you. If you have an email address please contact us and we can update your account and send them via email.

If you’re having trouble making payments, there are a few steps to take. First and foremost get in touch with professional financial advice from organisations like National Debt Line or your local Citizens Advice Bureau - they will be able to provide the best guidance on how deal with this situation. Additionally, we at Pop Telecom understand these trying times — please give us a call (03435386611) so that our team can help discuss potential solutions together before debt becomes more serious, or email customer service@poptelecom.co.uk for callback assistance right away!

Currently we only provide one payment date for direct debit customers which is the first working day of the month. If you're experiencing financial difficulties and unable to make a payment, please contact us as soon as possible as a missed payment will result in disruption to your services.

You can use your own router with our service. You will need to make sure that it is compatible with the product you have chosen. We will then supply you with the credentials needed to get it online. Unfortunatley as we are trained on the routers we supply we may be limited in helping you in technical issues.

We understand that different customers have different needs and we supply a wide range of routers with different features and functions. Please contact us and we can advise on upgrading your router.

Sure we can supply static Ips in either 1 or a group 5.

Some houses do have Wi-Fi dead spots and we have a range of products that can be installed to increase the Wi-Fi throughout your property.

If you're having problems with your phone, there are a few simple checks you can do to help us resolve it faster. Make sure your telephone is connected and undamaged; check the volume on your handset (it may be muted); try connecting another wired phone into the socket; and finally test your phone in the BT test socket directly. If none of these fixes work, our friendly customer service team is available via live chat Monday-Sunday 9:00am to 6:00pm or technical@poptelecom.co.uk for any further support!

Your password will be on the original paperwork that we sent with your router. If you are unable to find this please ring our customer services on 03435386611 who will be able to give it to you.

You can contact POP telecom in various different ways. You can email to customer.service@poptelecom.co.uk, via live chat on our site, or by calling us 03435386611.

We offer all broadband services – from our Standard ADSL broadband with an average speed of 11Mpbs all the way up to our Ultrafast Full Fibre with blistering speeds of up to 1000Mbps.

Please return the equipment to the below address:

PO Box 12927, Ingatestone, Essex, CM4 9YW

We do advise to send this over via your local Royal Mail, please provide a tracking no. once this is processed.

Just need to get online? FTTP Essential

Lots of devices? WiFi Plus

Want the fastest and the latest? WiFi Ultra

WiFi doesn’t reach every room? Home WiFi