Help, Support & FAQs

Broadband FAQs

What should I expect during my call with my broadband switching expert?

When you chat with a broadband expert, you’re in for a friendly, informative experience. They’ll help you understand all the broadband choices in your area and guide you to make the best decision for switching your service. Here’s what you can look forward to during your call:

• Chat about your internet needs. ✔️
• Check your current service and concerns. ✔️
• Share options, prices, and deals. ✔️
• Explain speed and costs. ✔️
• Go over contracts and gear. ✔️
• Guide you through switching. ✔️
• Offer extra support if needed. ✔️

How long does it typically take to switch?

Installation usually happens around 14 days after the switch. In consumer rights, this is called a “cooling off” period, which provides a safeguard for consumers, allowing you enough time to make any amendments or change your mind.

How do I change or cancel my new contract?

As we’re the intermediary, we would not be able to do this for you. If you change your mind after the cooling-off period, you’ll have to get in touch with the customer service team from your chosen provider.

Mobile FAQs

Can I keep my current phone number when switching to a new mobile provider?

Yes, you can keep your current phone number when switching mobile providers. This process is called “number porting.” When you sign up with a new provider, inform them you want to keep your existing number. They will guide you through the porting process, and in most cases, your number will be transferred without interruption.

How long does it take to switch to a new mobile provider, and will I experience any service interruption during the transition?

The time it takes to switch mobile providers can vary but typically ranges from a few hours to a couple of business days. During the transition, you may experience a brief service interruption or a temporary loss of connectivity as your number is being transferred. However, your new provider will work to minimise downtime, and you’ll receive a new SIM card to insert into your device once the transfer is complete.

Energy FAQs

Is now a good time to switch energy suppliers?

Switching energy suppliers depends on a few macro factors: fixed tariff versus variable, seasonality and current economic affairs. According to the Citizen Advice Organisation, most fixed tariff deals are cheaper than the current standard variable tariff. This means you will typically save money if you switch. (24th August 2023)

The market is not super competitive at the moment, mainly driven by volatility. This means that now is the best time to explore all offers that are offering fixed energy tariffs at rates below the standard variable.

If your previous fixed rate has expired or you are on a standard variable rate, meaning that you will not suffer any early exit fees, then now is a good time to review the providers offering fixed tariffs and potentially switching.

If you are a consumer who prefers stability, then a fixed tariff is a better solution. The energy market volatility means that tariffs could increase and decrease, but after the previous highs we’ve seen, and where tariffs currently sit, the advice is to lock in today for a bit of peace of mind.

As far as the calendar year is concerned, the best time to switch your energy will be before the colder winter months start. The days get shorter, and the sun begins setting earlier. You’ll be using more electricity than usual for the lights and more gas to heat your home and stave off the colder temperatures. Making sure you switch before winter should, therefore, help you spend less on your energy at a time when you’ll be using more of it than usual.

Why have I been double-charged?

If you’ve been charged by both your old and new energy supplier after switching, it could be due to a transition period or overlapping billing cycles. Here are some common reasons for this situation:

Billing cycles: Energy suppliers often bill on a specific schedule, which may not align with the exact date of your switch. This can lead to billing overlap.

Final bill from the old supplier: Your previous supplier may issue a final bill after your switch, accounting for any outstanding usage or charges up to the switch date.

First bill from the new supplier: Your new supplier may also issue a bill covering the period after the switch date.

Double payment: It’s essential to review the charges on both bills. You may have paid for the same usage period twice, which would require a refund from one of the suppliers.

Meter readings: Ensure that accurate meter readings were provided to both the old and new suppliers at the time of the switch to avoid discrepancies.

To resolve the issue, contact both your old and new suppliers to clarify the charges and make sure you’re not paying for the same energy usage period twice. If there is an overpayment, you should request a refund or credit from one of the suppliers.

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Providing a high level of service is important to us, if you would like to make a complaint, then please email our friendly customer service team at: complaints@swicc.co.uk

Privacy & Compliance

For enquiries about how we manage your personal information: compliance@swicc.co.uk

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