Switch & Connect £150 FAQs q12025

Reward

  • When will I get my reward?

    We’ll pay your reward within 60 days of your broadband connection going live if you do not cancel your contract within the first 30 days.

    After we confirm your purchase, we’ll contact you by email and ask you to choose your £150 reward.

    If you select Amazon voucher, we’ll aim to email you a unique code within 12 hours and for PayPal within 24hrs. Please note, this can be a little longer during busier periods of reward redemption.

    If that’s the case, don’t worry, we have logged your selection and your reward is on its way. Please allow up to 10 working days for your reward to process before contacting our support team.

  • What do I need to do to get my reward?

    1. Register for your Switch and Connect link using the registration form on our Switch and Connect page. You will have received a link to this registration page via email or letter.
    2. Use this link to access our postcode checker and find a broadband provider. (You will be emailed your custom link after registration)
    3. Place your order. After you’ve had a live connection for at least 30 days, we’ll email you to select your reward.

    Entry conditions apply - see our programmes terms and conditions for more info.

  • What reward can I get?

    You can choose to take your £150 reward as a PayPal or Amazon voucher.

  • How do I get my reward?

    After we confirm your purchase, we’ll contact you by email within 60 days of your connection going live to ask you to choose your £150 reward.

    If you select Amazon voucher, we’ll email you a unique code within 12 hours.

    If you select PayPal as your reward, you’ll receive an email from PayPal within 24 hours instructing you on how to redeem the cash.

  • When does the Switch & Connect £150 offer end?

    Our limited-time Switch & Connect £150 offer will now close on 30 April, 2025. Make sure to register before this date, you’ll then continue with the standard process - purchase your qualifying connection within 90 days, including being connected for 30 days to receive your reward.

  • What if I complete my switch after 30 April, 2025?

    As long as you register by 30 April, 2025 you’ll still qualify! After registering, you’ll have 90 days to complete your broadband switch, including being live on our network for at least 30 days to qualify for the reward.

  • I’ve chosen my reward but not yet received it, why is this?

    If you’ve connected to our network and been live for 30 days, you will receive an email asking you to select your preferred reward (Amazon or PayPal).

    Whilst we aim to fulfil these rewards within a day or so, this can take a little longer during busy periods. Don’t worry, your reward will be on its way.

    Please refrain from contacting our support team until 10 days have passed, at which point they will be able to update you on the status of the reward. Within the outlined terms this can take up to a maximum of 60 days.

ORDER

  • I have a question about my broadband order. Who do I contact?

    You need to contact your broadband provider if you have a question regarding your order or contract.

  • How quickly do I need to switch my broadband?

    After you’ve signed up to the programme, you have 90 days to purchase a service and be connected to our network with one of our broadband partners.

  • Which products are eligible?

    Only full fibre broadband products which are offered by our broadband providers shown after a successful availability check through our CityFibre postcode checker are eligible.

    You must register and use our confirmation link to access our availability checker, select a broadband provider and place an order. You also need to be connected for at least 30 days to qualify for the reward.

    In order to be eligible for the reward, we recommend that you check with your broadband provider that you are connecting to CityFibre's full fibre network before taking the service.

  • I’ve placed my order. When will I get my reward?

    We’ll pay your reward within 60 days of your broadband connection going live if you do not cancel the contract within the first 30 days.

    We’ll contact you by email after a successful purchase and ask you to choose your £150 reward.

    If you select Amazon voucher, we’ll email you a unique code within 12 hours.

    If you select PayPal as your reward, you’ll receive an email from PayPal within 24 hours instructing you on how to redeem the cash.

  • I didn’t use the link you gave me to make my purchase. Can I still get my reward?

    No, for you to earn a reward, you must complete your purchase using the link we shared when you registered for the programme.

  • I’ve changed my mind and want to cancel. Will I still get my reward?

    If you cancel your broadband contract within the first 30 days of the connection going live, you will not get the reward.

  • I connected to your network after 60 days of signing up to the programme. Do I still get my reward?

    Unfortunately not. A connection must be purchased from a CityFibre ISP provider and installed within 60 days of signing up to the programme using the link we shared when you registered. Your connection must then be live on the CityFibre network for 30 days to qualify for the reward.

  • I’m unable to switch because your network is not in my area. What can I do?

    We have ambitious plans and announce new locations all the time. Register your interest using our availability checker to stay in the know and find out when you can get connected.

  • How will I know when my 60 days is up?

    We’ll email you reminders if you do not use your Switch and Connect link to access our availability checker and find a broadband provider.

    Remember, if you connect after 60 days of registration, you will not be eligible for your reward.

OTHER