Frequently Asked Questions

Everyday Broadband is intended for everyday activities such as browsing, streaming and video calls. Suitability depends on local coverage, the number of active devices and how heavily they are used.

Next Day Broadband provides flexible home broadband over the mobile network without a landline or engineer visit. Your router arrives preconfigured: plug it in, connect your devices and get online, subject to network coverage. Our standard broadband packages have a three-month minimum term followed by a monthly rolling subscription.

Our router connects to a mobile network and creates Wi-Fi for your devices. Plug it in, connect using the Wi-Fi details on the device, and get online.

It suits households, renters, people moving home, temporary accommodation, home workers and businesses needing a quick connection. Performance depends on coverage at the location.

No. The router uses a mobile network, so there is no landline installation or engineer appointment.

It may work in these locations where the supplied network has suitable coverage and use is permitted under your plan. Check coverage before travelling.

Enter your postcode in our coverage checker before ordering. We'll review available network coverage, although indoor reception cannot be guaranteed.

We use selected UK mobile networks, choosing an appropriate connection for the location and package. Availability depends on network and commercial arrangements.

It is intended for locations where indoor mobile signal is weak but a better signal may be available outside. Suitability requires an assessment of coverage and the property.

You can tell us about networks that work well or badly at your property. We consider your preference but cannot guarantee a specific network.

Often yes, because the router uses mobile coverage. Please contact us before moving it so we can review coverage and any service restrictions at the new address.

If your broadband is not working as expected, please visit our Support Section first. Its guides and troubleshooting videos can resolve many common issues. We offer an additional 14-day money-back guarantee for eligible requests where less than 10GB of data has been used, subject to the guarantee terms. If you still have problems, including after the first 14 days, please contact our support team so we can investigate and help.

No, we do not carry out credit checks for broadband orders. To help prevent fraud, we record the address details you provide and use payment-security checks. These may include checking whether the billing address matches the payment-card details and asking the cardholder to complete 3D Secure (3DS) authentication. These security checks are not credit checks.

Yes. Streaming services such as Netflix and YouTube normally work where the connection has sufficient speed and stability.

SIM-only mobile plans and data-only broadband plans may have different permitted uses. Check the plan terms and device compatibility before using a SIM in a router.

Usually yes. Smart TVs and Sky Stream can connect by Wi-Fi or Ethernet where supported. Some devices or services may need network-setting adjustments; contact us if you experience issues.

Many online games work well, but mobile-network latency and congestion can vary. Competitive gaming or strict NAT requirements may need additional checks.

Yes, for many customers. Video calls and remote work depend on coverage, upload speed and stability; test any employer VPN requirements.

Most Wi-Fi security cameras and smart devices can connect. Devices needing inbound connections, port forwarding or specific network settings may require compatibility checks.

This depends on the router and how much data each device uses. Everyday and Everyday Plus are typically described as supporting up to 16 and 32 connected devices respectively.

Many VPNs work, but some corporate VPNs or services requiring a public IPv4 address may need specific settings. Ask support if you have compatibility problems.

A mains-powered home router normally stops working during a power cut unless it has a suitable backup power supply. Mobile network coverage may also be affected by a local outage. Portable battery-powered routers can continue while charged, provided the mobile network remains available.

Some security systems, work applications and remote-access devices require port forwarding, a public IP address or particular network settings. These features are not guaranteed on mobile broadband, so please contact support to check your requirements before ordering.

On the Go is our portable mobile broadband service, using a compact battery-powered router to share internet access over Wi-Fi.

You can use it in UK locations with compatible mobile coverage, subject to the package's permitted-use conditions. Coverage and speeds vary.

Battery life is approximately eight hours under typical conditions, but varies with usage, signal and the number of connected devices.

Our On the Go portable router is typically described as supporting up to eight devices, depending on model and use.

Check the battery charge, power the device off and on, and try a different location. Contact support if the SIM or network connection does not recover.

No credit check is required for the SIM-only plans described in our current product information. Payment and identity-security checks may still apply at checkout.

Our SIM-only product information lists unlimited standard UK calls and texts, eSIM on eligible plans, Wi-Fi calling, tethering and roaming in selected European destinations. Exact data allowances, destinations, exclusions and device compatibility depend on your chosen plan; check its details before ordering.

A home phone service that makes and receives calls over your broadband connection instead of a traditional copper landline. Use a new digital phone, or plug your existing phone into our adapter.

No. Everything runs through your broadband connection, so there’s no landline to install or pay line rental on.

Yes, you can call 999 and 112. Because the service runs over your broadband, it needs power and a working internet connection. Keep the address on your account up to date so emergency services can find you.

No. Digital home phones need power and a working broadband connection, so keep a charged mobile handy. If you rely on your home phone, for example for a personal alarm or telecare device, tell us before you switch so we can help.

Most orders placed before 4pm are aimed for next-working-day delivery, subject to stock, address and courier availability. Delivery is not guaranteed.

You can request a preferred delivery date at checkout where available. We will try to accommodate it, subject to courier arrangements.

Yes. We use tracked delivery where available and provide tracking information after dispatch.

Follow the courier's instructions for redelivery or collection. Contact us if you need help locating your parcel.

Contact us as soon as possible. If your order has not been dispatched, we may be able to stop it; statutory cancellation rights still apply where relevant.

Physical SIM orders placed before 4pm normally aim for next-working-day delivery, subject to availability and courier service. Eligible eSIM orders can be set up digitally without waiting for a physical SIM.

Yes. We offer easy-to-use cordless digital phones from £39.99 one-off.

Connect the power, wait for the network indicator to settle, then join the Wi-Fi network using the details supplied with your router.

Most customers can connect within minutes after the preconfigured router arrives and receives a mobile signal.

Broadband routers are normally preconfigured. Connect the power and follow the quick-start instructions; contact support if the SIM or service does not activate.

Unplug the router for about 30 seconds and reconnect it. Avoid a factory reset unless instructed, as it may remove preconfigured settings.

Charge the device, switch it on and connect your phone, laptop or tablet using the Wi-Fi details supplied with it.

Yes. You can request a PAC from your existing mobile provider by texting PAC to 65075, then provide the code and requested transfer details. Transfer timing depends on the providers involved.

Yes, on eligible plans and compatible devices. Follow the instructions provided with your eSIM. Your phone generally needs eSIM support and an internet connection for setup.

No drilling, brackets or mounting kit. The Outdoor / Indoor Hub fixes in place with industrial double-sided tape and works outside or inside, wherever the signal is strongest. An Ethernet cable connects it to the eero Wi-Fi unit indoors. If you rent, check with the property owner before fixing anything to an outside wall.

In most cases, yes. Tell us your current number when you order and we’ll check it can move over to us. Keeping your number is subject to eligibility.

Yes. Most standard home phones work with our ATA adapter (£24.99 one-off). Plug your phone into the adapter, and the adapter into your router.

Choose your plan, get your equipment (our adapter or a new digital phone), connect it to your broadband and follow our simple instructions. Then you can start making calls.

The supplied router depends on the plan: a home router for Everyday, a faster home router for Everyday Plus, an Outdoor / Indoor Hub with eero Wi-Fi for Everyday+ External Boost, and a portable battery-powered router for On the Go. Models may vary.

Routers may be new or professionally tested refurbished units. Refurbished equipment can show minor cosmetic marks but should be fully functional.

Try a raised, open location near a window, away from metal objects and thick walls. Test a few positions to find the strongest connection.

Our broadband service is intended for use with the router supplied or approved by us. Contact support before using alternative equipment.

Many home routers include Ethernet ports, but availability depends on the supplied model. Portable models may not include one.

This depends on the supplied router model and its charging instructions. Follow the equipment guidance provided with your device.

You can usually change these in your router's management interface. Check your device guide or ask support for model-specific steps.

Move the router centrally where possible, or consider a compatible Wi-Fi extender or mesh system. Wi-Fi range is separate from the mobile signal coming into the router.

Yes, suitable Wi-Fi extension options may be available, including mesh equipment. Ask us which products work with your router and property size.

Unless expressly sold to you, the supplied router remains the property of Next Day Broadband and must be returned when your service ends.

The eero 6 is a Wi-Fi 6 mesh router from Amazon. It spreads strong, reliable Wi-Fi around your home, so you get fewer dead spots.

The eero 6 is £8 a month, with no setup fee.

One eero 6 covers up to 1,500 sq ft, which suits most flats and small to medium homes.

You can connect more than 75 devices at once, including phones, laptops, TVs, games consoles and smart home gadgets.

If your Wi-Fi drops out in some rooms, slows down when lots of people are online, or struggles to reach upstairs or the garden, an eero can help.

Yes. The eero plugs into your Next Day router and boosts the Wi-Fi around your home. Your broadband plan stays the same.

No. Plug it in, connect it to your Next Day router with the cable, then follow the steps in the eero app. Our eero setup guide video walks you through it.

Yes. The eero 6 has 2 gigabit Ethernet ports for things like a TV, games console or PC.

Yes. The eero 6 has a built-in Zigbee smart home hub, so compatible smart plugs, lights and sensors can connect straight to it.

It won’t change your broadband speed, but it gets that speed to more of your home by improving Wi-Fi coverage and reliability.

Call us on 0330 229 6577 or message us on WhatsApp and we’ll help.

Enter your postcode on our website and check the estimated availability for your address.

The checker is an estimate based on available coverage information. Building materials, indoor location and network congestion can change real-world performance.

No. Everyday Plus speeds of up to 500Mbps are a maximum, not a guarantee. Speeds depend on coverage, signal and network conditions at your address.

Actual download speeds depend on your package, local coverage, signal strength, network congestion and router placement. Everyday is advertised at up to 60Mbps and Everyday Plus at up to 500Mbps. These are maximum advertised speeds, not guaranteed speeds or estimates of what every customer will receive.

No. Mobile broadband speeds vary with signal, congestion, router location and device capability. We will help investigate unexpectedly poor performance.

Walls, insulation, nearby buildings, terrain, distance from the mast and busy network periods can all affect reception.

5G can provide higher speeds and capacity where available. 4G generally offers wider coverage, and the best choice depends on your location.

A compatible 5G router may use 4G where 5G coverage is unavailable. Actual operation depends on the device, SIM and network.

No. External placement may improve reception in suitable locations, but speed and reliability still depend on local network conditions.

Try positioning the router higher up and near a window, away from thick walls and electronics. Restart it and compare speeds at different times.

Walls, foil-backed insulation, coated glass and other building materials can weaken mobile signals indoors even where outdoor coverage is good.

Yes. An eero Wi-Fi unit is included. It connects to the Outdoor / Indoor Hub with an Ethernet cable and spreads Wi-Fi through your home. You can add more eeros for bigger properties.

We may recommend an external router or suitable equipment for difficult locations. Please contact us so we can check compatibility and availability.

Our SIM-only product information describes roaming in 47 European destinations with a 5GB roaming fair-use allowance. Check the current destination list, charges and terms for your specific plan before travelling.

Our SIM-only product information includes Wi-Fi calling and tethering on eligible plans. Wi-Fi calling depends on your handset, software and network configuration; check device compatibility.

Our range includes Everyday Broadband, Everyday Plus and On the Go portable broadband, with different router types and capabilities. Check the pricing page for current packages.

Everyday uses a home router with download speeds of up to 60Mbps for up to 16 devices. Everyday Plus uses a faster router with speeds of up to 500Mbps for up to 32 devices, in areas with suitable coverage. Actual speeds vary.

You can request an upgrade through your account or support. We will explain availability, any equipment changes and the new price before proceeding.

Our broadband packages include unlimited data, subject to a 1TB (1,000GB) monthly Fair Usage Policy. Please read the Fair Usage Policy for how unusually high or repeated usage is handled.

Its faster router may be better suited to heavier usage, but the actual experience depends on local coverage, network congestion and Wi-Fi conditions.

Our Fair Usage Policy has a threshold of 1TB (1,000GB) per month. This is not an automatic data cap or an extra-data charge. If usage repeatedly exceeds this level, we may contact you to discuss your needs and any fair, lawful options. We do not automatically charge for additional data.

You will not receive an automatic extra-data bill simply for exceeding 1TB. If you repeatedly exceed the Fair Usage Policy threshold, we may contact you to discuss your requirements and proportionate options. Any network-management measures or service changes must comply with applicable law and your contract; we do not promise unrestricted performance in every circumstance.

We aim to show all applicable charges before you order, including subscription, delivery, equipment deposits and optional extras. Non-return or late-payment charges may apply where properly disclosed.

Yes. Contact support or use your customer account to request a package change. Any price or equipment differences will be explained before the change.

Yes, where coverage and the chosen package suit your needs. If you need business-critical connectivity, consider a backup connection as mobile network performance can vary.

Our standard broadband plans have a three-month minimum term for orders placed on or after 3 August 2026, followed by a monthly rolling contract.

Yes. You may give 30 days' notice during the minimum term so that the service can end at the end of month three, provided sufficient notice is given.

Your subscription continues on a monthly rolling basis until you cancel under the applicable notice rules.

Payment options are displayed securely at checkout and in your account. Contact us if you need help with an accepted method.

Your recurring payment date is shown in your subscription details and order confirmation.

Yes. Contact our customer support team to request a new monthly payment date. If you move your payment date later, you'll need to pay a proportionate amount for the additional days between your existing billing date and the new one. This is payment for extra days of service, not a separate fee for changing the date. Once the adjustment is paid, future monthly payments will be collected on your new date.

If a payment fails, we'll normally send a reminder and give you an opportunity to pay the outstanding amount or update your card securely through your customer account. Please make payment promptly to avoid possible service suspension and any applicable late payment charge.

Service may be suspended following failed payments and appropriate notice, subject to our terms and applicable rules.

A £5 late payment charge may apply if your service has been suspended and payment is more than 48 hours overdue, as set out in our terms. To avoid disruption, pay the outstanding amount or update your payment card promptly through your account. Reconnection can take up to three working days after payment.

Log in to your customer account to view your billing history and available invoices, or contact support if you need a copy.

Our SIM-only range includes 30-day rolling plans and 12-month plans. The 12-month option has been described with an introductory price for the first three months. Your checkout and contract information will confirm the current prices, minimum term, notice requirements and any lawful early termination charges.

On plans with a fixed data allowance, mobile data pauses when the allowance is used, while calls and texts can continue according to your plan. You may be able to buy a data booster or change plans. Our SIM-only product information describes usage alerts at 80% and 100%.

£12.99 a month, or £9.99 a month if you’re a Next Day Broadband customer.

Both cost £12.99 a month (£9.99 for Next Day Broadband customers). The 30-day rolling plan includes 500 UK minutes a month and you can cancel any time with 30 days’ notice. The 12-month contract includes 1,000 UK minutes a month and your first month is free.

On the 12-month contract your first month costs nothing. You then pay £12.99 a month (or £9.99 with Next Day Broadband) for the rest of the term.

Calls to UK landlines (local and national: 01, 02 and 03 numbers) and UK mobiles, up to your monthly minutes. Premium-rate numbers are not included.

Get in touch with our team and we’ll talk you through your options, including moving to the 12-month plan with 1,000 minutes a month.

Yes. Voicemail and caller ID are included on both plans.

Submit a cancellation request through your customer account or contact us by email or telephone. We will confirm the effective end date and equipment return instructions.

Our standard policy requires 30 days' notice, subject to any applicable statutory or regulatory right to end service earlier.

You may ask to cancel early, but lawful minimum-term charges may apply unless you have a right to leave without them. Contact us to discuss your circumstances.

We offer an additional 14-day money-back guarantee for eligible broadband orders where less than 10GB of data has been used. Contact our support team within the guarantee period to request it. The guarantee is subject to its published conditions, including equipment returns. The precise charges refundable under this voluntary guarantee should be confirmed in the published guarantee terms. It does not limit statutory cancellation or faulty-service rights.

Consumers entering a qualifying distance contract normally have a 14-day statutory cancellation period. Charges for service started early apply only where legal conditions are met.

After cancellation, follow the returns link and instructions we send you. Keep your drop-off receipt or other proof of return.

Normally within 14 calendar days after the service ends, subject to any different statutory return rules for a cooling-off cancellation.

Standard refundable deposits are £20 for Everyday, £50 for Everyday Plus and £0 for On the Go. After the router is returned and checked, the balance is normally refunded within seven working days, subject to legal deadlines and fair deductions.

Please return the supplied router within 14 calendar days after your service ends, unless different statutory rules apply. If it is not returned, we'll send reminders and allow a reasonable further opportunity to return it. We may then charge a fair amount reflecting genuine replacement loss, up to £100 per router, with any held deposit credited against that amount. Returning equipment late does not extend your subscription.

We do not currently offer a standard pause option. You can discuss your circumstances and available cancellation options with support.

Please contact our support team so we can investigate repeated interruptions, check the router and network and consider appropriate solutions. Depending on the circumstances and your legal rights, a repair, replacement, price reduction, refund or right to end the contract may apply.

On the 30-day rolling plan, yes, with 30 days’ notice. The 12-month contract has a 12-month minimum term.

First visit our Support Section for troubleshooting guides and videos. Check power and signal indicators, restart the router once and test another device. If the issue continues, contact support.

A red light can indicate weak signal, a SIM or network issue, or a router-specific fault. Check the Support Section for troubleshooting guidance. If the problem remains, contact us with your router model and the light pattern.

Switch the router off, check that the SIM is correctly seated if accessible, and restart. Do not force the SIM tray; contact support if it remains undetected.

Check signal strength, router placement and whether multiple devices are using the connection. Restart the router and follow the tips in our Support Section. If it continues, tell support when it happens and what speeds you observe.

Your TV may be connected to local Wi-Fi even if the router has lost mobile internet access. Test another device, restart the router and TV, then contact support if needed.

Contact us with the model, fault description and any indicator lights. We will assess troubleshooting, replacement and any applicable consumer remedies.

Contact us at admin@nextdaybroadband.co.uk or 0330 229 6577 with your account details and a description of the issue.

Use the customer login link on our website and the email address associated with your subscription. Use the password-reset option if needed.

Open your customer account and update the editable contact fields, or ask support to help with changes you cannot make online.

Sign in to your account and use the secure payment-method section. Never send card details by ordinary email.

Use your account's plan-management options where available or contact support to discuss changes and any pricing differences.

Email admin@nextdaybroadband.co.uk or call 0330 229 6577. We can help with orders, billing and technical issues.

Contact us by email or telephone and explain what went wrong, your account details and your preferred resolution. We will investigate under our complaints procedure.

If an eligible complaint remains unresolved after six weeks, or we issue a deadlock letter sooner, you may refer it to CISAS free of charge, subject to the scheme rules. Contact us to request our complaints procedure or read more at CISAS.