How to contact your broadband provider

The routes below come from each provider's own contact, help, cancellation or terms pages, checked between 24 and 27 October 2026. Numbers and hours change, so confirm them on the provider's website, app or your latest bill. Postal addresses are further down.

Smaller providers are in the next section, and our broadband providers hub lists every provider we cover.

These routes were checked on the providers' own pages between 24 and 27 October 2026.

• Hyperoptic: live chat sits in My Account, and Hyperoptic says customer support is available 24/7. Residential customers can call 0333 332 1111.
• Zen: phone, email or live chat. Home technical support is on 01706 902001 (the same number handles orders), billing on 01706 902902 during weekday office hours, and cancellations on 01706 582068 or cancellations@zen.co.uk. Only someone with permission on the account can cancel. Our guide on how to cancel Zen broadband goes through the process.
• Community Fibre: customer service on 0800 082 0770, Monday to Friday 8am to 9pm, and 9am to 7pm at weekends and on bank holidays. For leaving, see how to cancel Community Fibre.
• Gigaclear: 01865 591 131 or support@gigaclear.com, with live chat, a Customer Portal and a Support Hub. Phone lines open 8am to 7pm on weekdays; on Sundays it's live chat only.
• YouFibre: chat in the YouFibre app (8am to 8pm, seven days a week), a support line on 0330 822 2222 (9am to 6pm, Monday to Friday) and email around the clock. Outage updates appear in My Account and the app.
• Starlink: support through the Starlink app and starlink.com at any time, either through its chat assistant or a support ticket, and UK phone support on +44 808 160 9177. Its registered offices don't handle customer enquiries. More on the service is on our Starlink broadband page.

If you're leaving one of these networks, our guide to cancelling a smaller full fibre provider explains what to check before you get in touch.

The channel affects how fast you get an answer and what proof you keep.

On 24 April 2026 Virgin Media O2 warned that scammers had influenced AI search results so that fake customer service numbers appear to people trying to contact companies, and said it had dealt with fraud cases where customers called them. In its own research (the release doesn't give survey details), around 1 in 8 people said they'd been shown a fake customer service number through a search engine or AI tool.

Three habits keep you safe:

• Take the number from somewhere you trust: your bill, the provider's app, or its website reached by typing the address yourself.
• If someone contacts you, break the contact. The National Cyber Security Centre says scammers lean on authority, urgency and emotion; if in doubt, stop and contact the organisation using details from its official website.
• Never share security codes or personal details with someone who called you out of the blue. Openreach says it never asks for bank details or access to your computer by phone or email; if you're unsure, hang up and call your provider using the number on your bill.

GOV.UK says to forward suspicious texts to 7726 (free) and emails to report@phishing.gov.uk, and to report scam adverts in search results to the Advertising Standards Authority and to Google or Bing. If you've lost money, contact Report Fraud on 0300 123 2040 in England and Wales, or Police Scotland.

For more, see our guides to broadband scams and nuisance calls, silent and abandoned calls and provider security add-ons.

1. Check for a known problem. TalkTalk, BT, Sky and Vodafone all have a status checker; if there's an outage, your provider already knows.
2. Find your account details. They're in your online account and on your bill; BT's fault text also needs your landline number.
3. Make sure you're the right person. Cancelling usually needs the account holder or someone with permission (Zen and Plusnet both say so); Hyperoptic lets you nominate someone to manage the account. Acting for a relative who can't manage their own account? See our guide to broadband contracts and mental capacity.
4. Write down the problem and what you want. When it started, what you've tried, and the outcome you want: a repair, a corrected bill, a credit or a cancellation date.
5. For billing questions, have the bill to hand. If your first bill looks high, our guide on why your first broadband bill is higher may answer it before you call.
6. For a fault, know what's next. If an engineer is needed, our guide on what happens when an engineer comes to fix a fault explains the visit.

Note the date, time, channel, adviser's name, any reference number and exactly what was agreed. Ask for anything important, such as a credit, a cancellation date or a promised call-back, to be confirmed in writing.

If the problem isn't fixed, say you want to make a complaint, so it's logged as one. Under Ofcom's rules every provider must give you at least a phone number and an email address or web form to complain. For complaints first raised on or after 8 April 2026, you can take the dispute to an ombudsman scheme (the Communications Ombudsman or CISAS) six weeks after you first complained (eight weeks for complaints raised earlier), or straight away if the provider sends a deadlock letter saying it can't do any more. Ofcom doesn't investigate individual complaints; our plain-English guide to Ofcom's General Conditions explains them.

If you're moving between providers that take part in One Touch Switch, you usually don't need to contact your current one at all. Since One Touch Switch arrived on 12 September 2024, you contact only the new provider, which handles the switch, and your current provider must send you the switching information, including any early termination charges. Before you call anyone, you can compare broadband deals at your postcode through our partner's comparison, then order with the provider you choose.

Satellite and mobile broadband can differ: Starlink's UK contract summary doesn't mention One Touch Switch. If you're moving to or from satellite or 4G/5G home broadband, ask the new provider whether it can switch you; if not, cancel the old service yourself once the new one works. Our guides to switching to 4G or satellite broadband and cancelling Starlink go through this.

You also need your current provider to cancel without switching (say, when moving in with someone who already has broadband) or to end extras such as Sky TV. Get the notice period and final bill confirmed in writing. Just signed up? Virgin Media says you can cancel within 14 days without an early disconnection fee, and TalkTalk says you can leave without penalty within 14 days of your order date, paying for what you've used.