help & support

If you’re in one of our service areas, we’ll want to make sure all equipment is set up as expected and working as it should.

Please call our helpful team on 02392 065558 so we can ask a few quick questions before placing an order.

You should always have permission from the homeowner before toob is installed. By placing an order and proceeding with an installation, it is assumed that the installation has been authorised and agreed between yourselves.

If you’re renting, please see our additional information for landlords tab.

We require a minimum of 5 days between the date you place an order with us and your installation. For our business broadband customers, there is a minimum of 10 days between order and installation.

You will always be able to view or discuss our best availability when placing an order. If service is already available for your address, but you’re not quite ready to switch, you can also place an order now for installation on a later date.

We offer a range of installation times Monday to Friday. You can easily browse our latest availability and choose your preferred arrival time when placing an order. The engineer will usually give you a call once they’re on their way 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date. 

That’s great news! You should’ve already received confirmation of your order by email, with details of your next steps. If you haven’t received this email, please let us know.

We’ll dispatch your new toob wi-fi router a few days before your installation date and send you tracking details by email. You’ll need the router to complete activation of your service.

If you’ve ordered complete wi-fi as an extra, additional equipment will be dispatched once you’re connected (please allow a few days for delivery).

Should you need to reschedule for whatever reason, let us know as soon as possible. You can easily do this in my account.

If you’ve ordered using One Touch Switch, there’s a few other things to know.

We’ll dispatch your new toob wi-fi router a few days before your installation date and send you tracking details by email.

You’ll need the router to complete activation of your service.

We’ll also include instructions of the best positions to place your router, for ultimate wi-fi performance.

If you’ve ordered complete wi-fi as an extra, a mesh extender will be dispatched once you’re connected (please allow a few days for delivery).

Yes, you can monitor your delivery’s progress right up to your front door. We’ll notify you of important tracking information via email roughly a week before your installation is due.

If you’re not home for the first delivery attempt, don’t worry – there’s plenty of time to collect your parcel from an alternate location or arrange a re‑delivery.

If you haven’t had a first delivery attempt by 12noon two working days before your installation (Monday to Friday), please call us on 02392 065558.

Your installation engineer should arrive within your preferred arrival time window, indicated on your order confirmation email. 

Standard installations can take 1 to 2 hours to complete, so please bear this in mind when choosing your preferred times. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date.

Installation of your home broadband is really simple and will typically take around 1 to 2 hours, depending on the installation type required for your address. In some instances, we may need a little extra time to get you connected, so please bear this in mind when selecting your preferred arrival time slot.

Your toob wi-fi router is being delivered to you separately. Please see your order confirmation email or toob wi-fi router dispatch notification for further details.

It will really help us if you can ensure that the installation area is clear before your appointment. If any furniture needs to be moved on the day, we may kindly ask that this is completed so we can proceed with the rest of your installation.

Your engineer will need access to a mains power socket next to where your fibre box will be located. You’ll also need a second mains power socket to connect your toob wi-fi router after the installation.

The engineer will agree the equipment’s location with you during the installation. This will usually be in the same room as the service enters the building.

You may see teams outside your address a few days before your installation. We’ll just be making a few additional checks – and look forward to seeing you for your appointment.

Customers can easily change their installation appointment in my account. Just log in and choose a new date from the available slots!

We may charge a fee for any last‑minute changes made after 2pm the working day before your installation.

Sometimes unexpected events can cause a slight delay to your engineer’s arrival, although we hope this never happens.

Your engineer should get in touch to let you know when they’re leaving their previous installation. This can be up to 1 hour before they’re due to reach you. If you’ve already spoken to them — or you’ve had a missed call or voicemail — feel free to call them back for the latest update.

If your appointment time has passed and you haven’t heard from your engineer yet, just give us a call on 02392 065558 and we’ll get this checked for you straight away.

The installation team will bring a brand-new fibre cable into the home (using a suitable entry point) to give you a full-fibre connection. This could be overhead (from an existing telegraph pole) or underground (via ducting) depending on how service has been designed in your area. A small box will also be fitted to an external wall.

If you’re in an apartment and service has already been pre-installed throughout the building, we’ll connect you to the nearest point. For all installations, please make sure you have permission from the homeowner before work takes place.

The fibre cable will be fed into your home through a new small hole in the wall. The hole will be fully sealed, and the cable will connect to a small fibre box mounted to an internal wall. Any fibre within your home will be tacked neatly to the wall.

The engineer will tidy up after themselves, ensure you’re happy with the quality of the installation and be on their way.

Please connect your toob wi-fi router following installation to complete activation of your service. Instructions of how to do this can be found with your delivery.

If you’ve ordered complete wi-fi, your equipment will be dispatched once you’re connected (please allow a few days for delivery). We’ll provide simple instructions on how to pair the mesh extender with your toob router.

Think about where you use the internet most. If possible, the router should be on a raised surface and at a distance from other electrical items or furniture. Let your engineer know where you plan to position the toob wi-fi router, so the installation can take place as close to this as possible (depending on the layout of your property).

Be aware of everyday objects which can significantly affect your wi-fi signal. Try to avoid:

– Concrete (or some insulated walls)

– Thick timber beams/walls

– Windows, mirrors, large screens, fish tanks

– Sofas, TV stands, and other large furniture

– Multiple power cables or adapters

– Kitchen spaces and equipment

– Metal objects and underfloor heating

– Other Bluetooth or wi-fi devices

If you live in a larger property, mesh wi-fi solutions can often extend coverage into hard-to-reach areas and are readily available to purchase from retailers.

You should’ve received a quick start guide with your new toob wi-fi router. This shows you how and when to connect it after your installation.

download toob wi-fi 7 router guide

Linksys SPNMX60TB

You must connect your toob wi-fi router to complete activation of your service. You can do this from 6am on the day your service is due to be activated.

Follow the steps in your welcome guide for how to do this. Download a digital copy of the leaflet here.

There are several ways you can connect to your toob wi-fi router:

connect using ethernet

We recommend using a minimum Cat 5e ethernet cable connected to one of the LAN ports on the back of your router. This keeps your full-fibre connection running straight to your capable devices and ensures the maximum speed.

connect using wi-fi 

Select your toob wi-fi network on your device and enter the wi-fi name and password shown on the back or bottom of your router. If your router has a QR code, you can also scan this with your device’s camera for a quicker way to connect.

Please select your router for full instructions and connection options:

download toob wi-fi 6 router guide 
Linksys MX4200 & Linksys MX5600

download toob wi-fi 7 router guide 
Linksys SPNMX60TB

Oh no, that doesn’t sound right!

If you’ve connected to your toob wi-fi router but can’t access the internet, first check that you’ve followed the steps in your welcome guide from start to finish.

• are all cables fully inserted and in the right place?
• are all the lights on your fibre box lit up?
• is there a solid light on your router?

If you answered yes to these questions, a quick reboot can often help. Simply switch both the fibre box and your router off at the power socket, then turn the fibre box back on first. Once the lights are back to normal, switch the router back on and give it a moment to reconnect.

If this hasn’t solved your issue, please call us on 02392 065558 and we’ll be happy to help.

Please be with your equipment so we can ask you a few additional questions.

You will need to connect your new toob wi-fi router to complete activation of your service.

Once you’ve done this (and if you’d prefer to use your own equipment) you can connect another wi-fi router directly into the fibre box after you’ve received your first bill. You should always keep your toob wi-fi router somewhere safe, just so we can provide you with any remote assistance if required.

There are many things to consider if measuring speed – from closing background apps to choosing the right settings.

Here’s a handy guide on the best ways to connect devices and measuring the highest speeds.

You’ll be surprised which household objects or appliances can interfere with your wi-fi connection.

We’ve some great tips on securing the fastest, most reliable wi-fi speeds, including the best location for your router and which obstacles to avoid.

If your home needs a little extra help for hard to reach areas, why not boost your wi-fi with our complete wi-fi service?

You will receive confirmation of your new static IP address via email, usually within a few hours of your service being activated.

If you’ve chosen to order using One Touch Switch, click here for a guide on what to expect when joining us 

If you’ve ordered complete wi-fi as an add-on to your toob broadband service, a mesh extender will be dispatched once you’re connected (please allow a few days for delivery).

We’ll email you tracking details and include a simple guide on how to quickly install your mesh extender in the box.

Follow these simple steps to get set up quickly.

We’ve sent a handy set of instructions with your additional complete wi-fi equipment.

Follow these simple steps to get set up quickly.

We’re only able to do this if you’ve decided to order using One Touch Switch. Select ‘I’m happy for toob to manage the switch’ if you’re ordering online and we’ll let your current provider know that you’re leaving. We’ll also ask your current provider to complete the disconnection once we’ve activated your new service.

Click here for a full guide on joining us using One Touch Switch.

If you’ve chosen to manage the switch, we recommend that you don’t cancel your service until after your toob installation is complete.

Log in to your online account to view your bills, change your details, get help or report an issue!

You’ll need to have your account email address and mobile handy to log in successfully.

If you’d like to update your phone number or Direct Debit details, you can do this anytime through my account.

If you need to update your email address, let us know on live chat and we’ll get it updated for you.

Of course you can!

The contract will stay in your name, and you’ll still receive all notifications, but other members of your household can be given access to discuss your account or tell us about a problem if you’re not at home.

To add someone, just head to my account and update your authorised users.

Please note, you’ll need consent to share their full name, contact number and email address with us.

If you need to tell us about a power of attorney, benefits appointee or deputyship it’s best to give us a call so we can talk you through the process.

A copy of your bill will be sent to you via email on the same billing date each month. You can also view your bills by logging into my account.

Payment is due as soon as your latest bill has been raised. It can take up to 5 working days for the transaction to complete, so please ensure funds are available for this duration

If your Direct Debit payment has failed, we’ll automatically try the payment again, usually within 3 working days.

If your circumstances have changed or you’re having difficulty paying your bill, please let us know. Failure to make payments may result in a reduction or suspension of your broadband. You can read more in our terms and conditions.

We’ll notify the bill payer if a payment is still unsuccessful after the final attempt.

If you need to update your Direct Debit details, you can do this anytime in my account.

You can update your bill date in my account.

Your Direct Debit payment is set to be taken 5 working days after your monthly bill is created.

Yes, you are. All Direct Debits are protected by a guarantee. If there is a change to the date, amount or frequency of your Direct Debit, we will give you 3 working days’ notice in advance of your account being debited.

You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation email.

If you switch or close your bank account, please update your Direct Debit details through billing in my account in advance of your next bill to avoid any missed payments.

If you used a promo code when placing your order, you’ll receive your gift card within 30 days of being connected. This will be emailed to you directly.

See our promotional terms and conditions for details.

Making sure you’re on the correct package for you is important. Please call our friendly team and we’ll talk you through how to switch between our home broadband contracts.

Please provide at least 7 days’ notice of your next bill to complete this without additional charges.

Customers on eligible home broadband contracts can add a static IP for £8 a month. You’ll start a new rolling contract for the static IP, separate to your broadband service. The add‑on will appear on your toob bill each month.

If you’re an existing customer, you can add a static IP through my account.

If you’re placing a new order, you can choose the static IP add-on when ordering. If you can’t see this option, just give us a call and we can add it once your order’s complete.

You can read the full terms and conditions at toob.co.uk/legal 

If you’re on our 1‑month rolling contract or out of your minimum contract period, you can upgrade and lock in a new service or choose to cancel. We just need at least 7 days’ notice before your next bill date to process your request.

If you’re coming to the end of a longer contract, we’ll email you within 30 days of your contract ending to outline your options. These include:

• do nothing and keep your existing toob service, where your monthly charge will move to our rolling service price – please see our charges and fees document for details
• sign up for a new contract with us; you can follow the link in your reminder email or visit my account to do this
• cancel your service without paying any early termination fees; just get in touch before your contract ends so we can arrange this.

If you have any questions, just give us a call on 02392 065558.

You can quickly check availability for your new address.

If toob is available, there won’t be any additional charges for a new installation. You’ll just start a new toob contract with the same services at your new home.

It’s not possible to take your static IP with you, but you can order a new one.

If we’re not available at your new address, just let us know. We’ll need at least 30 days’ notice to make sure everything’s ready for your move. You can reach us on 02392 065558.

We’ll also send details on what to do with your equipment. For more information about moving home, check our full terms and conditions.

Good luck with the move!

If you’d like to cancel your toob service, you can request this through the help centre in my account or by speaking to us on live chat.

If you cancel your services before the end of your minimum contract period, you may have to pay a fee to leave. Cancelling your home broadband will also cancel any extras you have with your service.

If you’re outside of your minimum contract period (or are on our 1 month rolling contract) you can cancel at any time giving at least 7 days’ notice of your next bill, with no additional payment due. Your service will be disconnected at the end of your current billing period.

We’ll send you details of what to do with all your equipment. For more information, please check our full terms and conditions and charges and fees document.

Once you start placing a One Touch Switch order with a new provider, we’ll send a list of ‘switching impacts’ to your registered email address. Please make sure you understand and accept these before you continue.

If you go ahead with your order elsewhere, we’ll confirm your planned disconnection date shortly after and issue your final bill by email (once you’ve left us). Keep an eye out for these important messages.

If you cancel your service before the end of your minimum contract period, you may have to pay a fee or you could have a credit/refund due to you. These will be highlighted on your final bill. See our terms and conditions at toob.co.uk/legal.

If your new order can’t be fulfilled by your new provider (or you choose to cancel your order) you’ll stay with toob and your service will continue as normal. If you’re near or outside of your minimum contract period, check our latest charges and fees at toob.co.uk/legal.

Of course you can we’d love you to stay!

Please contact the other provider right away to cancel your order with them. As much as we’d like to, we’re unable to do this for you. It’s the rules…

Our complete wi-fi is the perfect companion to your full-fibre connection, giving you enhanced wi‑fi coverage around your home with our mesh wi‑fi service.

If you’re yet to place an order, just select complete wi-fi when ordering online. If you don’t see the option, just give us a call and we can add it once your order’s complete.

If you’re an existing customer, you can add complete wi-fi to an eligible contract through my account.

We’re only able to do this if you’ve decided to order using One Touch Switch. Select ‘I’m happy for toob to manage the switch’ if you’re ordering online and we’ll let your current provider know that you’re leaving. We’ll also ask your current provider to complete the disconnection once we’ve activated your new service.

Click here for a full guide on joining us using One Touch Switch.

If you’ve chosen to manage the switch, we recommend that you don’t cancel your service until after your toob installation is complete.

Log in to your online account to view your bills, change your details, get help or report an issue!

You’ll need to have your account email address and mobile handy to log in successfully.

If you’d like to update your phone number or Direct Debit details, you can do this anytime through my account.

If you need to update your email address, let us know on live chat and we’ll get it updated for you.

Of course you can!

The contract will stay in your name, and you’ll still receive all notifications, but other members of your household can be given access to discuss your account or tell us about a problem if you’re not at home.

To add someone, just head to my account and update your authorised users.

Please note, you’ll need consent to share their full name, contact number and email address with us.

If you need to tell us about a power of attorney, benefits appointee or deputyship it’s best to give us a call so we can talk you through the process.

A copy of your bill will be sent to you via email on the same billing date each month. You can also view your bills by logging into my account.

Payment is due as soon as your latest bill has been raised. It can take up to 5 working days for the transaction to complete, so please ensure funds are available for this duration

If your Direct Debit payment has failed, we’ll automatically try the payment again, usually within 3 working days.

If your circumstances have changed or you’re having difficulty paying your bill, please let us know. Failure to make payments may result in a reduction or suspension of your broadband. You can read more in our terms and conditions.

We’ll notify the bill payer if a payment is still unsuccessful after the final attempt.

If you need to update your Direct Debit details, you can do this anytime in my account.

You can update your bill date in my account.

Your Direct Debit payment is set to be taken 5 working days after your monthly bill is created.

Yes, you are. All Direct Debits are protected by a guarantee. If there is a change to the date, amount or frequency of your Direct Debit, we will give you 3 working days’ notice in advance of your account being debited.

You have the right to cancel at any time and this guarantee is offered by all the banks and building societies that accept instructions to pay Direct Debits. A copy of the safeguards under the Direct Debit Guarantee will be sent to you with our confirmation email.

If you switch or close your bank account, please update your Direct Debit details through billing in my account in advance of your next bill to avoid any missed payments.

If you used a promo code when placing your order, you’ll receive your gift card within 30 days of being connected. This will be emailed to you directly.

See our promotional terms and conditions for details.

Making sure you’re on the correct package for you is important. Please call our friendly team and we’ll talk you through how to switch between our home broadband contracts.

Please provide at least 7 days’ notice of your next bill to complete this without additional charges.

Customers on eligible home broadband contracts can add a static IP for £8 a month. You’ll start a new rolling contract for the static IP, separate to your broadband service. The add‑on will appear on your toob bill each month.

If you’re an existing customer, you can add a static IP through my account.

If you’re placing a new order, you can choose the static IP add-on when ordering. If you can’t see this option, just give us a call and we can add it once your order’s complete.

You can read the full terms and conditions at toob.co.uk/legal 

If you’re on our 1‑month rolling contract or out of your minimum contract period, you can upgrade and lock in a new service or choose to cancel. We just need at least 7 days’ notice before your next bill date to process your request.

If you’re coming to the end of a longer contract, we’ll email you within 30 days of your contract ending to outline your options. These include:

• do nothing and keep your existing toob service, where your monthly charge will move to our rolling service price – please see our charges and fees document for details
• sign up for a new contract with us; you can follow the link in your reminder email or visit my account to do this
• cancel your service without paying any early termination fees; just get in touch before your contract ends so we can arrange this.

If you have any questions, just give us a call on 02392 065558.

You can quickly check availability for your new address.

If toob is available, there won’t be any additional charges for a new installation. You’ll just start a new toob contract with the same services at your new home.

It’s not possible to take your static IP with you, but you can order a new one.

If we’re not available at your new address, just let us know. We’ll need at least 30 days’ notice to make sure everything’s ready for your move. You can reach us on 02392 065558.

We’ll also send details on what to do with your equipment. For more information about moving home, check our full terms and conditions.

Good luck with the move!

If you’d like to cancel your toob service, you can request this through the help centre in my account or by speaking to us on live chat.

If you cancel your services before the end of your minimum contract period, you may have to pay a fee to leave. Cancelling your home broadband will also cancel any extras you have with your service.

If you’re outside of your minimum contract period (or are on our 1 month rolling contract) you can cancel at any time giving at least 7 days’ notice of your next bill, with no additional payment due. Your service will be disconnected at the end of your current billing period.

We’ll send you details of what to do with all your equipment. For more information, please check our full terms and conditions and charges and fees document.

Once you start placing a One Touch Switch order with a new provider, we’ll send a list of ‘switching impacts’ to your registered email address. Please make sure you understand and accept these before you continue.

If you go ahead with your order elsewhere, we’ll confirm your planned disconnection date shortly after and issue your final bill by email (once you’ve left us). Keep an eye out for these important messages.

If you cancel your service before the end of your minimum contract period, you may have to pay a fee or you could have a credit/refund due to you. These will be highlighted on your final bill. See our terms and conditions at toob.co.uk/legal.

If your new order can’t be fulfilled by your new provider (or you choose to cancel your order) you’ll stay with toob and your service will continue as normal. If you’re near or outside of your minimum contract period, check our latest charges and fees at toob.co.uk/legal.

Of course you can we’d love you to stay!

Please contact the other provider right away to cancel your order with them. As much as we’d like to, we’re unable to do this for you. It’s the rules…

Our complete wi-fi is the perfect companion to your full-fibre connection, giving you enhanced wi‑fi coverage around your home with our mesh wi‑fi service.

If you’re yet to place an order, just select complete wi-fi when ordering online. If you don’t see the option, just give us a call and we can add it once your order’s complete.

If you’re an existing customer, you can add complete wi-fi to an eligible contract through my account.

You should always have permission from the homeowner before toob is installed. By placing an order and proceeding with an installation, it is assumed that the installation has been authorised and agreed between yourselves.

If you are renting, please see our helpful Information for Landlords guide in the Landlords tab.

If you’re in one of our service areas, we’ll want to make sure all equipment is set up as expected and working as it should.

Please call our helpful team on 02392 065558 so we can ask a few quick questions before placing an order.

Home broadband customers can easily change their installation appointment in my account. Just log in and choose a new date from the available slots!

If you’re a business broadband customer, please give us a call and we’ll rearrange the appointment for you.

We may charge a fee for any last‑minute changes made after 2pm the working day before your installation.

We offer a range of installation times Monday to Saturday. You can easily browse our latest availability and choose your preferred arrival time when placing an order. The engineer will usually give you a call once they’re on their way. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date. 

It will really help us if you can ensure that the installation area is clear before your appointment. If any furniture needs to be moved on the day, we may kindly ask that this is completed so we can proceed with the rest of your installation.

Your engineer will need access to at least two mains power sockets for the fibre box and your wi-fi router. The engineer will agree the equipment’s location with you during the installation. This will usually be in the same room as the service enters the building.

You may see us outside your address a few days before your installation. We’ll just be making a few additional checks – and look forward to seeing you for your appointment.

Your installation engineer should arrive within your preferred arrival time window, indicated on your order confirmation email. 

Standard installations can take 1 to 2 hours to complete, so please bear this in mind when choosing your preferred times. 

toob commits to complete the installation on your selected appointment date. Most of our installations happen within the preferred timeslot. We’ll be sure to keep you informed and always aim to install your service on your chosen date.

The installation team will bring a brand-new fibre cable into the home (using a suitable entry point) to give you a full-fibre connection. This could be overhead (from an existing telegraph pole) or underground (via ducting) depending on how service has been designed in your area. A small box will also be fitted to an external wall.

If you’re in an apartment and service has already been pre-installed throughout the building, we’ll connect you to the nearest point. For all installations, please make sure you have permission from the homeowner before work takes place.

The fibre cable will be fed into your home through a new small hole in the wall (less than 8mm in diameter). The hole will be fully sealed, and the cable will connect to a small fibre box mounted to an internal wall. Any fibre within your home will be a white 3mm diameter cable, tacked neatly to the wall.

We’ll need two mains power sockets (one for the fibre box and one for the wi-fi router). The engineer will connect your new router to the fibre box and test your broadband service to make sure you’re receiving full speeds using an ethernet cable. We’ll also set up your wi-fi, test the speeds your devices might be capable of and answer any final questions that you might have.

Once we’ve tidied up after ourselves, we’ll leave you to enjoy our full-fibre broadband.

Installation of your home broadband is really simple and will typically take around 1 to 2 hours, depending on the installation type required for your address. In some instances, we may need a little extra time to get you connected, so please bear this in mind when selecting your preferred arrival time slot.

Home broadband customers can amend their installation appointment up to 2pm the working day before their installation date by visiting my account or through live chat.

If you’re a business broadband customer, please give us a call on 02392 065558 and we’ll rearrange your appointment for you.

We may charge a fee for any last-minute changes if they fall after 2pm the working day before your installation.

You will receive confirmation of your new static IP address via email, usually within a few hours of your service being activated.

If you have one of our Linksys routers, the Linksys app will measure the speed of the connection to your router itself.

We’ve a full guide on choosing the best way to connect devices to achieve the highest speeds, and things to consider if measuring speed.

If you’ve chosen to order using One Touch Switch, click here for a guide on what to expect when joining us. 

If you’ve ordered complete wi-fi as an extra, a mesh extender will be dispatched once you’re connected (please allow a few days for delivery).

We’ll email tracking details and include a simple guide on how to quickly install your mesh extender in the box.

We’ve sent a handy set of instructions with your additional complete wi-fi equipment.

Follow these simple steps to get set up quickly.

We are working hard to deliver full-fibre broadband, to benefit everyone in the community. We typically aim to use existing infrastructure to get our new fibre cables to you, specifically to avoid any unnecessary disruption for our future customers.

On some occasions these options might not already exist or cannot be used, so we may complete additional work (such as installing cabinets, ducting or poles) to ensure we can provide service in your area.

We always try our hardest to keep any risk of disruption to a minimum. Most construction work will take place on the pavement, but there may be times when we need to build the network across a road. Rest assured that our teams will do all they can to complete this work quickly – and provide alternative arrangements where required.

Yes. Our construction crews will be clearly visible throughout the build and will provide full assistance and cooperation to ensure that you are able to access your property, either on foot or by vehicle. If your driveway or path is impacted by the construction at a time when you need to use it, crews will remove any barriers and cover any open trenches for you.

Teams work between 7am and 7pm, however engineers will not start any loud activity until after 8am. Construction will usually take 1 to 5 days to complete.

Parts of the construction process will sometimes include the use of loud machinery. Teams will not start any loud works until after 8am – and will carefully plan work to ensure this is kept to a minimum.

There may be a small amount of debris on the ground shortly after the build, particularly if the weather has been poor. Rest assured, our teams will endeavour to clean up once construction has completed in your area.

The pavement will be reinstated as close to the original surface as possible, by reusing existing paving slabs or covering with new tarmac. New tarmac will fade over time to provide a better match to the original surface and we may sometimes lay a new, temporary surface to ensure the safety of residents.

To help keep work moving quickly, please do not park on the pavement during construction. You may be asked to move your car as a precaution if work is taking place nearby.

Availability will be specific to your address. All work will be tested by area to ensure that it meets our strict quality controls and is ready for service. We can notify you once toob becomes available to order by registering your interest. Thank you for your patience.

If you have any questions or run into any problems during construction, please speak to the onsite team.

If you need further support, you can get in touch using our online contact form and we’ll look into your query.

Our full-fibre broadband is great for small businesses, enabling you to keep in contact with your clients or suppliers and unleash the potential of your business. Whether it’s wi-fi calling, cloud file-sharing or video conferencing, our business broadband allows you to do all these things no matter what is happening in the rest of your business. You’ll benefit from 900 Mbps symmetrical download and upload speed, unlimited data usage and easy access to our local, friendly customer support. You’ll also benefit from a 48-hour SLA guarantee so you’ll have the peace of mind that your business needs are our priority.

You may choose to have intelligent mesh wi-fi fitted as part of your installation – or opt to receive a static IP address, at no extra cost, to help manage your specific business needs.

View the full business broadband terms and conditions, business SLA, charges and usage policies here.

Congratulations. We can’t wait to have you join us!

If you’ve already placed an order, you should have received a confirmation email discussing the next steps towards your full-fibre installation. We’ll be in contact with you (typically within 24 hours) to arrange a pre-installation survey so that we can assess the needs of your installation. This survey should take place at least 3 days before your installation to ensure that we can get everything ready for you in time. An authorised party and/or decision-maker regarding the installation must be present at the time of the survey.

If, as a result of your survey, a non-standard installation is required, we’ll be in touch to agree this with you ahead of your appointment. In some instances, a non-standard installation fee may apply if significant extra time, equipment or resource is required. You can view the full business broadband terms and conditions, charges and usage policies here.

If you have limited access hours, do please ensure that ample time is available for the installation to take place. If you have any questions, please talk to our helpful customer service team in advance of your appointment.

We will need to complete a short survey to confirm the access and layout of the premises, discuss your preferred installation choices and agree the expected location for your toob equipment. The engineer will arrive within your chosen time slot and the survey should take no more than an hour to complete.

You may be asked to provide access to some of the installation areas and someone authorised to make decisions for the upcoming installation should be present at the time of the survey. Your engineer will help determine if any additional arrangements are necessary or whether you require a non-standard installation.

If you require mesh wi-fi as part of your installation, please discuss this with your engineer. A single mesh wi-fi unit will be installed (if required) at no additional cost to business broadband customers.

You can amend your appointment up until 2pm the business day before, giving you extra peace of mind.

If your new survey date is within 3 days of your installation date, we’ll let you know if your installation also needs to be moved and talk you through any changes.

If you need help, just give us a call on 02392 065558 and we’ll be happy to sort this with you.

Our engineer will carefully evaluate the needs of your installation while attending the pre-installation survey. Should significant additional time, resource or materials be required due to the complexity of the installation, we’ll discuss the available options with you after your survey is complete. A non-standard installation fee may apply. Click here for further details of our business broadband charges and fees.

As a non-standard installation is likely to take longer, do please ensure that you allow ample time for the appointment to take place within your business’s access hours. If you have any questions, please talk to our helpful customer service team in advance of your appointment.

Access to your installation areas will need to be clear and an authorised decision-maker must be present. It is always helpful if this is the same person that attended the pre-installation survey, but this isn’t essential. If you have limited access hours, please ensure that there is plenty of time for the appointment to take place as planned.

The engineers will arrive within your chosen time slot, confirm the agreed location of equipment, and complete your installation. Before the team leave, they will demonstrate 900 Mbps download and upload speeds to you on a wired connection and ensure your wi-fi or mesh wi-fi solutions are ready to go.

If you have chosen to receive a static IP address, we’ll send this to you via email shortly after your service is activated.

All toob business customers receive a powerful wi-fi 6 router, along with a small external cable box and a termination point installed on an outside and inside wall.
Your toob wi-fi 6 router delivers fast, reliable coverage throughout your premises with:

• dual‑band wi-fi with smart channel selection
• 4 gigabit ethernet ports for easy connection to wired devices
• support for seamless integration across your business

Depending on your premises and business needs, your engineer will also install a single mesh wi-fi extender as part of your agreed installation. This is free of charge for business broadband customers.

Mesh wi-fi can sometimes increase wi-fi range in hard-to-reach areas, depending on the building layout and what you intend to use your service for. A single mesh wi-fi option is available for business broadband customers at no additional cost.

If your business requires mesh wi-fi, discuss this with your survey engineer so that this can be planned alongside the rest of your installation. While mesh wi-fi will allow you to enjoy service in specific areas within the premise, it’s unlikely that you’ll receive the same high performance as those devices connected directly to your toob wi-fi router.

Some businesses may benefit from using a static IP address to help manage devices or services on their private network. There’s no obligation to have one, but it’s included free of charge for business broadband customers.

When you place an order for toob business broadband, you’ll be asked whether you need a static IP address.

If you’re already a toob business broadband customer, you can request a static IP address by calling 02392 065558 and one of our team will talk you through the process.

You will receive an email confirming your new static IP address once it has been activated. If you’re joining us for the first time, this will be on the same day as your installation. If you’re already a business broadband customer, this will usually be the same day as your request (unless you have chosen a later date).

We’d love to help your business make the most of toob’s business broadband.

And the best part? You don’t have to wait for your home broadband contract to end. Just give us a call on 02392 065558 and we’ll get you up and running.

toob is a broadband-only provider.

If you are transferring your existing number to an internet phone (VOIP) service, then you should retain your current landline until advised of a switchover date by your new phone service provider. You will also be responsible for contacting your current broadband provider, once your toob  installation is completed, to arrange your disconnection.

Our team are always here to help — and we’ll do everything we can to get things sorted quickly.

As a toob business broadband customer, you’ll also get our best availability if you ever need an engineer visit, and you’re covered by our 48‑hour SLA guarantee. You can find a full summary of these terms at toob.co.uk/legal

When you get in touch, we’ll need to run some diagnostics with you, so please make sure you can access your toob equipment during the call. It’s the fastest way for us to get straight to the issue.

You’ll find our contact number and opening hours here toob.co.uk/contact-us

Yes! You’ll get a new VAT invoice sent straight to your registered email address every month on your billing date.