Frequently Asked Questions
How do I update my contact details?
Ensure your contact information is up to date by getting in touch whenever your phone number or email address changes! Find out how to contact us here: https://home.connexin.co.uk/contact-us/
How long do I have left on my contract?
order confirmation or contact Customer Care in one of the following ways: https://home.connexin.co.uk/contact-us/
I need to cancel my contract early, what do I do?
Cancellation requires 30 days notice in advance and it must be requested in writing via our online Live Chat system and cancellation form. you are cancelling your contract during the minimum term, you may be subject to early termination charges.
What happens if I move house?
You can find Connexin’s moving house policy here: https://home.connexin.co.uk/legal
I’m not always available, can someone speak on my behalf?
Add an authorised contact to your account by getting in touch with Customer Care! Authorised contacts can make payments or get support with technical faults on the account, however to make any changes to the account, the account holder must contact us directly.
Can I contact you over the phone?
We mainly use text based communication however if you would like to speak to us over the phone, just send a text to 07883288925 and request a call back!
How do I make my monthly payments?
If you’re a Fixed Wireless Access customer, you can make your monthly payment via the portal available at https://my.connexin.co.uk/ .We can also provide a direct payment link – speak to us on Live Chat to find out how! you are connected through either Connexin Fibre or Partner Fibre you will have set up a direct debit at point of sign up – this should come through to us automatically but if you have any concerns, or need to change the account it comes from, please get in touch with Customer Care
When is my payment due?
Your bill will generate on 1st of each month and we allow 12 working days for payments to clear. If no payment is made after 12 working days and no arrangement has been agreed, your service will be suspended
Can I change my payment date?
The only payment date we have available at the moment is 1st of each month, however we are looking to change this in the future.
I'm struggling to make my payment, what can I do?
We know things can get difficult sometimes so if you’re struggling to make a payment, please contact Customer Care as soon as possible and the team will assist you the best we can!
What happens if I miss a payment?
You will be notified that payment is missed and have until the 12th working day to contact us to make an arrangement or services will get suspended.
How do I do a speed test?
To run an accurate speed test, we would advise connecting your device to your router using an ethernet cable, turning off the Wi-Fi and having only one device connected. From there, go to speedtest.net or nperf.com and hit ‘go’
I’m not getting the right speeds, what can I do?
We would first advise you to run a speed test using an independent website such as speedtest.net or nperf.com while your device is hardwired through the router and ensuring no other devices are connected. If these speeds are below what is advertised on our website, please contact Customer Care.
My internet is offline, what can I do?
There are a number of checks you can perform before having to speak to a member of Customer Care. We would first advise you to check your devices, ensuring there is power and no cables have come loose.\n\nFor Fixed Wireless Access customers we need to check the cables. The ethernet cable coming from your router’s WAN port should be connected to the power brick’s LAN port, and the cable coming from your outdoor equipment should be connected to the power brick’s POE port.\n\nFor Fibre customers we'd advise you to check your ONT.\n\nIf there is no light on POWER, please check the power supply has not been disconnected.\n\nIf there is a red light, or no light at all, on OPTICAL, please check the green cable underneath the ONT to ensure it is fully connected.\n\nIf there is no light on LAN1, please check the cable connecting to the LAN1 port on the ONT is connected to the WAN port on the router.\n\nIf you are still offline after completing these checks, please contact Customer Care
I would like to make a formal complaint
We are committed to providing you with the best possible products and services, but in the unfortunate circumstance that you have a complaint please get in touch with us as soon as possible. You can see Connexin’s full complaints code of practice here: https://cdn.sanity.io/files/6rg878xj/production/bbff0cdc9ce132e0dc87e4f49ce1aa4126a09317.pdf?dl=