Switching
broadband provider

Why choose Grain?

Frequently asked 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 in-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 broadband deals from Grain!

• 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 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 existing phone number?

  Yes, we should be able to transfer your current number to our network, however you will need an active account with your old provider and an active Grain account to do this.

  All you need to do is submit your transfer request, simply get in touch with our support team. Our team will then arrange the transfer. Please note: it can take up to 22 days to receive the number from your old provider, so please contact us as soon as possible to ensure we can make the transfer.

  Once we have received the number from your previous provider, only then should you cancel your account with them. This is because your old account needs to be active for us to retrieve your number.

• When will I be installed?

  Once you’ve signed up and we are live in your area, we will be in touch to arrange your free standard installation appointment, at a time convenient to you.

  Please note, we’re only able to give you a general AM or PM time slot:

  AM = 09:00 – 13:00
  PM = 13:00 – 17:00

• Is there any downtime during a 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. 

• 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.

• 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. 

• 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.

• What does automated switching 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!).