Frequently
Asked Questions

Billing and Accounts

• Are my financial details kept secure?
• Can I change my billing date?
• Can I change my package mid-contract?
• Can I put two names on my account?
• How do I make my monthly payment?
• How does it appear on my bank statement?
• What happens if my Direct Debit fails?
• What if I am struggling to pay my bill?
• When does a free service offer start?
• When will I make my first payment?
• Will my monthly cost change mid-contract?
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Broadband & Router

• Can I change my password?
• Can I get IPv6 services from Grain Connect?
• Can I move the location of my router?
• Can I reconfigure my router DNS to a DNS resolver?
• Can I use my own equipment?
• Do I have a data limit?
• How do I activate my ethernet ports?
• How do I reboot my router?
• I have no connection to my router?
• I no longer want Grain, can I remove the router?
• My password is not working?
• What do the lights on my router mean?
• Will my service have a public IPv4 address?
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Installation Process

• Can I change the location of my router?
• Can I choose a convenient date and time?
• Do I need to pay for installation?
• How do I reschedule an appointment?
• How long will it take to activate my service?
• How long will the appointment last?
• How will the equipment be installed?
• What if the engineer cancels an appointment?
• When will I be installed?
• Will I be charged for a missed appointment?
• Will my new build home have a Grain router?
• Will the engineer set up my equipment?
• Will the engineers have ID?
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Local Community & Roadworks

• How do I raise a concern?
• What are your reinstatement standards?
• Will equipment be left in the area?
• Will there be any planned roadworks?

Moving Home & Cancellation

• How do I cancel my contract?
• How much notice do I need to give to cancel?
• What do I do with the equipment if I cancel?
• What should I do if I am moving home or business?

New Build Free Trial

• How do I access the free trial?
• What does my free trial include?
• What if I end the trial without signing up?
• Who can use the free trial?

Speed Checker

• Do you have a minimum speed guarantee?
• How do I get my package speeds?
• What can impact my wireless speeds?

Signing Up

• Can I sign up without an email address?
• Do I need a landline with Grain broadband?
• How do I switch to Grain?
• How long is my contract?
• Is there a cooling-off period?
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Repairs & Replacements

• I've damaged my equipment, what should I do?

Telephone Packages

• Can I keep my existing phone number?
• How do I access my voicemail?
• How do I connect my phone to my router?
• How do I get a landline from Grain?
• How many handsets can I use?
• My phone will not dial out?
• What if I am having an issue receiving calls?
• What if my sockets are not working?
• What is VoIP Technology?
• Which calling features are available?
• Will my phone work during a power cut or broadband outage?
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Total Home Wifi

• How do I access the wi-fi?
• How do I set up my Total Home wi-fi extender?
• How do Wi-Fi and broadband differ?
• My wi-fi coverage is poor, what can I do?