- > What is Greenbee Phone and Broadband?
- > Does Greenbee Phone and Broadband include line rental?
- > What about my existing Greenbee Broadband account?
- > What about my existing Greenbee Phone account?
- > What about my existing Waitrose Account?
- > Can I still get Greenbee Phone and Broadband if my phone line is through a cable service provider?
- > I already have a broadband service with another ISP. Can I change it over to Greenbee Phone and Broadband?
- > How will the handover from my current telephone supplier be arranged if I sign up?
- > What do I need to join Greenbee Phone and Broadband Service?
- > What sort of computer will I need to connect to Greenbee Phone and Broadband?
- > Can the installation of broadband affect my home security systems?
- > How do I sign-up?
- > Is there a contract?
- > How long does it take to get Phone and Broadband?
- > What happens to my Phone and Broadband service if I move house?
- > What if I want to cancel my Phone and Broadband subscription?
- > How do I change my Direct Debit details?
- > Do I contact Greenbee if I have a fault with my phone line that requires an engineer's attention?
- > What is Webmail?
- > What is an IP address and why do I need one?
- > Why might I need a static IP address?
- > How much does it cost to have a static IP address?
- > Do I have to pay for a new line installation if I have been using BT as my phone provider?
- > Can Greenbee help me if I don't have a BT line?
- > How do I know if I need a new line?
What is Greenbee Phone and Broadband?
Greenbee Phone and Broadband is a service which enables you to get broadband and line rental on just one bill and unlimited landline calls on numbers beginning 01, 02 and 03.
Does Greenbee Phone and Broadband include line rental?
Yes. With Greenbee Phone and Broadband line rental is included in your monthly payment of £29.99 a month. There are no set-up charges and you get to keep the same phone line and number.
What about my existing Greenbee Broadband account?
If you wish to switch from Greenbee Broadband to Greenbee Phone and Broadband you can do so by phoning our call centre or signing up online. You will be able to keep your greenbee.net email address and your line rental will be included in your monthly bill. You will continue on your current contract.
What about my existing Greenbee Phone account?
If you wish to switch from Greenbee Phone to Greenbee Phone and Broadband you can do so by phoning our the call centre or signing up online. You will be able to keep your existing phone number.
What about my Waitrose account?
If you are currently using Waitrose as your Internet Service Provider but wish to move to Greenbee Phone and Broadband you will be able to keep your Waitrose email address. However you will have to enter a new 12 month contract with Greenbee if you switch to Greenbee Broadband. You will not be charged a migration fee if you are within your minimum contract with Waitrose.
Can I still get Greenbee Phone and Broadband if my phone line is through a cable service provider?
Unfortunately you won't be able to get Greenbee Broadband unless you have a non-cable phone line. To have a non-cable phone line installed, you can sign up for our Greenbee Phone service as a new line installation. We will then arrange for a line to be installed for you. Please note that an installation charge of £115 inc VAT may be applicable. You will also require a standard landline phone in order to make and receive calls.
I already have a broadband service with another ISP. Can I change it over to Greenbee Phone and Broadband?
To change your current broadband service over to Greenbee Phone and Broadband follow these simple steps:
- Request a MAC code (Migration Authorisation Code) from your current provider. At this stage it's important that you don't tell them to cancel the service immediately. Most providers will automatically cancel your service once the migration to your new ISP is completed. Please check with your current ISP that this is their practice. MACs must be used within 30 days of being issued.
- Sign up for Greenbee Broadband. When you do, our systems will automatically detect that you already have broadband installed on your line and prompt you for the MAC. Please enter it and complete your order. Even if you don't have a MAC at that time, you can proceed with your order and email it to us later.
- It will take us between 7 and 10 working days to switch your broadband service over to Greenbee. You'll receive an email from us confirming your order. You will still have broadband through your current provider until we switch you over to our network.
The benefit of switching providers in this way is that you won't have to go without broadband.
How will the handover from my current Phone supplier be arranged if I sign up?
Switching to Greenbee Phone is easy. Once you sign up, we'll contact your current supplier and arrange everything for you. Most providers are likely to send a hardcopy letter which informs that they have received your request for the transfer of your service and includes your final invoice. However, don't forget that you'll need to contact your bank to cancel any direct debits set up for your current supplier.
What do I need to join the Greenbee Phone and Broadband Service?
In order to receive the Greenbee Phone and Broadband Service, you need six things:
- A non-cable phone line (e.g. BT, Homecall, Post Office or similar)
- A telephone
- Internet access
- A PC or Mac
- And eithera Visa, Visa Delta, MasterCard or Switch/Maestro card for initial payment
- Or bank details to set up direct debit. Ongoing payments can only be made by direct debit
What sort of computer will I need to connect to Greenbee Phone and Broadband?
If you have a Windows PC, it must be running Windows 2000, XP or Vista and have a minimum of a Pentium 300MHz processor or equivalent. If you have a Mac it must be an iMac G3, or Powerbook G3 or running OSX 10.1 or above. It must have an available ethernet port.
It's possible to connect a computer that does not meet these specifications but our Technical Support team is only trained on the above configurations.
Can the installation of broadband affect my home security systems?
It's possible that the installation of broadband may affect security, burglar or health alarm systems that use your phone line. You should check the compatibility of such systems by referring to your supplier before ordering Greenbee Broadband.
How do I sign-up?
You can sign-up online at any time by visiting our sign-up pages or call us on 0800 916 6805.
Is there a contract?
There is a 12 month minimum contract for this service.
How long does it take to get Phone and Broadband?
We're currently able to have this service installed in around 7-10 working days from the receipt of your order.
What happens to my Phone and Broadband service if I move house?
Our Customer Service Team will be happy to help you in your move and transfer your Phone and Broadband Service to a new address. Provided your new phone line is suitable for broadband, you can move Greenbee with you.
There is an administration fee of £65 to move your Phone and Broadband service to your new premises - even if you take the same number with you. This is the charge that is applied to us by BT to enable the broadband service on the new telephone line.
If you're moving, please let us know as early as possible by logging in to your Telecoms Account and clicking on Moving Home. Alternatively, give our Customer Service team a call on 0800 916 6805 and we'll do our best to make your move as smooth as possible.
What if I want to cancel my Phone and Broadband subscription?
Your Greenbee Phone and Broadband service has a 12 month service term. You may cancel anytime you wish following the first 12 months, subject to one month's notice, without penalty. If you cancel within 12 months charges will be incurred - please refer to the Terms and Conditions for more information. To cancel your service, all you will need to do is call Customer Services on 0800 916 6805. They're available between 8am and 8pm, 7 days a week, except Bank Holidays.
How do I change my Direct Debit details?
To change your Direct Debit details, login to your Telecoms Account and select the My Details link. Click on the Update Payment details link to change your Direct Debit details.
Do I contact Greenbee if I have a fault with my phone line that requires an engineer's attention?
Yes. We'll schedule a BT Openreach engineer appointment on your behalf. We'll do our best to make sure all line faults are corrected as quickly as possible.
What is Webmail?
Webmail comes as part of the Greenbee Broadband package. It allows you to send and receive emails from any internet connection, wherever you are in the world. Webmail also gives you access to useful features, such as an address book and a free spam filter. To log into Webmail, please enter your username and password in your Telecoms Account.
What is an IP address and why do I need one?
To connect to the Internet your computer needs an IP address. This enables other computers online to find you and transmit the information you need to view websites. Without an IP address, you wouldn't be able to collect email or view web pages. Each time you connect we will randomly assign your computer an IP address unless you request otherwise. This is known as a dynamic IP address and for the vast majority of customers, this is the best way of being assigned an IP address.
Why might I need a static IP address?
Some broadband customers may require a static IP address, i.e. the same one every time they connect. This could be needed if you wish to work remotely from a central office or if you play certain online games. The basic rule is, if you're not sure whether you need a static IP address or not, you don't need one.
How much does it cost to have a static IP address?
A static IP address from Greenbee is completely free to broadband customers. If you need a static IP address, just login to your Telecoms Account and click on the Broadband tab to claim your free static IP address.
Do I have to pay for a new line installation if I have been using BT as my phone provider?
If you have been using BT as your phone provider or if you have a white BT phone socket on your wall it is most likely that you can continue using it when you switch to Greenbee Phone. In this instance you will not need to pay for a new line installation and we can give you a new number if required.
Can Greenbee help me if I don't have a BT line?
If you do need a new line Greenbee can help you if:
- You are moving to a new address which does not have a phone line
- You want to move from a cable to a non-cable line
- Your property has a disconnected line
- A new line installation in most cases involves an engineer visit and will cost you £115. We'll arrange everything for you and you don't need to contact any other provider.
How do I know if I need a new line?
In some cases, such as with brand new properties, a BT socket exists but no line has actually been installed. This will require a new connection. If you are not sure whether or not you need a new line installation please call us on 0800 916 6805 between 8am and 8pm daily, excluding Bank Holidays and we'll be able to help you with a new line and number. Please note calls are charged at your local rate (excludes mobiles).
Please call us on
0800 916 6805
