No – due to Ofcom regulations, we require a “record of consent” to process your new order.  The easiest way to do this is by placing your order online via our website.

The setup of your Direct Debit mandate must also be completed online to comply with financial regulations.

If you have any questions or are unsure of any part of the order process however, we are more than happy to guide you through it via phone or e-mail, so don’t hesitate to get in touch!

Our standard contract period / minimum term is 12 months unless otherwise stated on the products information page.

All broadband & telephone packages payments will be collected by Direct Debit through our partner payment processor GoCardless.  Payments will appear on your bank statement as GOCARDLESS – WORCESTERIT.  Please note: how this reference appears on your bank statements can vary depending on who you bank with.

Once you have signed up with your chosen packages & completed the Direct Debit mandate setup, we will submit your order to our wholesale suppliers for processing.  Once they have completed their checks, they will allocate a date & time to install your new service – this usually takes no more than 48 hours.  We will then provide you with your confirmed installation date & time – either AM (08:00 – 12:00), or PM (13:00 – 17:00).

Yes! As members of TOTSCo (The One Touch Switch Company) we are able to notify your current supplier that you are leaving, and will cancel any existing services with them as soon as your new service with us is up and running.

Don’t worry, we won’t cancel anything with your old supplier until your new service is fully operational.

Once your order has been accepted by our wholesale partners, we will aim to get your service up and running within 14 days.  The install process usually takes 1 – 2 hours, however for more complicated installs this could be a little longer.  Please make sure someone over the age of 18 can be present on the day & throughout the installation.

If you have ordered a new line installation, an engineer will need access to the property on the day. You will be advised of the date & time to expect the engineer in advance of the visit.

For new line installations, engineers may visit your property prior to your allocated installation date to carry out some pre-installation work.  This may include installing a new line from a nearby telegraph pole or via the existing underground ducting to your property.  Don’t worry, you won’t need to be present for this part of the installation.

If your service is migrating from another supplier, no access to the property is usually required.  In some cases an engineer visit may still be needed, however we will confirm in advance if this is the case.

Our billing cycle runs on a calendar monthly basis.

All bills are generated on the 1st of each month, with payment being collected via Direct Debit at least 14 days later – it may be a bit longer for some months depending on which day of the week your payment day falls, as payments are only collected on working days (Monday to Friday).

Your first bill may be slightly different to what you were expecting, as we include any pro-rata charges to align your bills with our monthly billing cycle.

For example, if your new service is activated on the 15th of Janurary, your first bill will be sent on the 1st of Feburary and will include service charges for 15th to 31st of January, and all of February.

Your first bill will also include any installation and number porting charges (if you’ve moved your landline number to us).

You can also view all charges, previous/upcoming bills and your call charges (if you have our digital landline service) via our self service portal here:  billing.worcesterit.services

If you havn’t setup an account, please get in touch and we’ll send out an activation link to your registered e-mail address.

If you are still unsure of any charges on your bill or you think something may be wrong, please don’t hesitate to get in touch wth us!

Depending on your location, your new router & any other hardware will either be delivered by courier, or one of our own delivery drivers.

We always endeavour to deliver your new hardware in advance, or on the day of your service installation or activation. 

On rare occasions this may not be possible, & we cannot be held liable in the event of a late delivery due to courier failures or other external factors such as bad weather.

For details on how to connect your new router, please download our Router Quick Installation Guide.

All Worcester I.T. Services supplied hardware comes with a 12 month warranty from the day of service activation.

The warranty will be void in the event of damage caused by;
Flood, fire, humidity, spillage, or damage caused by physical interference whether accidental or on purpose e.g. broken casing, cigarette burns, or if the casing has been opened in anyway.

Yes! If you prefer to use your own router/hardware, we can supply you with your broadband login details and settings.  Please bare in mind that only hardware supplied by us will be linked to our automated configuration & monitoring service, therefore if you choose not to use the router supplied by us, we will only be able to limited support in the event of any problems with the service.

Yes!  A single IPv4 & a /48 block of IPv6 static addresses are included with all packages.  We can supply additional IPv4 addresses if required – please get in touch.

No.  We do not apply any traffic management or port throttling on our network, nor do we restrict access to any particular ports or websites, including torrent or news servers etc. 

You can update your details via the Customer Account Portal or by contacting us via one of the advertised methods with the details you need changing.

If you need to update your billing or payment details, please contact us via one of the methods published on our website.

If you are moving home to a property that we are able to offer you service at, we will move your services without any early cancellation fees, provided you place a new order and be bound to the current terms and conditions and new minimum contract period.  You will be required to pay the installation fee if your new property has not previously had the service installed.

If you are moving home or premises, and we cannot offer you service at your new address, we will release you from the minimum contract period provided you supply us with evidence of the move, and, at our discretion, return any hardware within 14 days.

If you are moving to a property we are able to offer service at, but choose not to place a new order, early cancellation charges will apply as per section 6.1 in our terms & conditions.