Thinking of switching provider?

The answers to your burning questions...

• Why should I choose Grain?

  We’re committed to providing a quality Full Fibre broadband service that is affordable, too!

  This means, while other providers are raising their prices mid-contract, we’re giving our customers peace of mind with fixed price contracts. Plus, with our Price Match Guarantee, you’ll always get the best available deal!

• What is automated switching?

  Automated switching, also known as One Touch Switch, is a new feature that simplifies the process of switching broadband provider. With just one request, your new provider handles the entire switch, including notifying your current provider and coordinating the transition, so you don’t have to worry about the details. 

  When you decide to switch to Grain, simply sign up for our service. We’ll then manage the entire process of switching from your current provider, including cancelling your old service and ensuring a smooth transition to Grain with minimal disruption to your internet connection. 

• What do I need to consider before switching?

  Check your current contract, including any end dates and cancellation fees. You can do this by calling them, checking a previous statement or logging in to an online account. When you make your switch, you will need to have your customer ID or account number handy, and also ensure its the registered bill payer who makes the switch.

  If you choose to start an automatic switch, you will receive an email when we make the initial request that contains all the relevant information about your contract and monthly charges. This does not confirm a switch and will not cancel any existing service, until we get your consent.

• What if I am already in a contract?

  If you’re still within your contract, you may need to pay an early termination fee to your current provider. However, we recommend checking your contract terms to see if there’s an option to leave without penalties, such as if you’ve received a price increase. 

• When can I not use One Touch Switch?

  You can’t use One Touch Switch if you’re moving home, if you’re not the registered account holder or if you have a business broadband package. If any of these apply to you, get in touch to chat through your options – we can still help you switch stress-free!

• Can I keep my phone number?

  Yes! When you switch providers, you can usually port your number over. You will need to ensure that you provide all the relevant information at sign up stage to ensure you don’t risk losing your number.

• When will I be installed?

  Check your postcode to find out whether we are currently live and connecting homes in your area. If we’re ready to connect you, a member of our team will be in touch to book your free install straight away!

  If we’re not quite live in your area just yet, signing up online will reserve the amazing offer BUT we won’t be able to install you straight away. It’s still important to sign up to lock in the great price, and remember – no payment will be taken until you’re all set-up and installed! If we can’t install you right away, we can still organise your switch when we book your installation appointment.

• Any downtime during the switch?

  One Touch Switch is designed to minimise downtime. Once your new Grain service is installed, your current provider will be notified and action the cancellation of the old service, meaning you should never be left without a broadband service. 

• What if I like TV services?

  We recommend unbundling your TV and broadband packages for commitment-free viewing, tailored to your taste. You could be saving £££s! Find out more, here.

• Can I keep my router and equipment?

  In most cases, you’ll need to use the router provided by Grain to take full advantage of our Full Fibre service. However, our installation team will assist you in setting everything up and making sure it works seamlessly. 

• What if I change my mind about switching?

  If you change your mind about switching provider, you have until you are installed with Grain broadband to change your mind.

  We only cancel the contract with your current provider when your Grain install is complete. Please aim to cancel your install appointment with at least 48 hours advance notice, or there may be a charge.

• Been offered a retention offer?

  We doubt it’ll happen but if you’re offered an equal package, for a better price, we’ll match it. So you can still enjoy all the benefits of the Grain service, with the best broadband deal on your street!

  Remember to check the whole life cost of the contract – you might get a discount for a couple of months, but when you add in the mid-contract price rises, you’re often no better off.

• Can businesses use automated switching?

  Businesses are not included in the current rollout of the One Touch Switch. However, this feature is due to be extended to business customers in approximately 12 months. This phased rollout will allow us to address any potential issues and optimise the feature for all users. 

  Businesses can still switch providers through traditional methods. Any questions? Please contact our Customer Support team for support with the switching process. 

  We will provide updates and announcements about the rollout to business customers through our website and direct communications. Be sure to check our website regularly or subscribe to our newsletter for the latest information. 

• What does this mean for Grain customers?

  If you’re already part of the Grain family, One Touch Switch won’t change anything about your service (you’re already in good hands!). 

• Can I opt out of switching?

  Yes, but we don’t recommend it. There are multiple reasons why you may need to opt out, but we always suggest that you take the automated switching option for a smooth and hassle-free switch from your old provider. If you do choose to opt out, it is your responsibility to make the necessary arrangements to cancel the service with your old provider.