Merger FAQs
County Broadband has now joined forces with Truespeed, a leading full-fibre provider in the West of England. For the moment, you don’t need to do anything and nothing is changing; your service, terms and conditions and prices will stay the same.
If you’re an existing County Broadband customer, you’ll continue to receive ultrafast, ultra-reliable full-fibre broadband through your existing line and a bill every month from County Broadband. And if you’re thinking of joining County Broadband, you still can.
And in the meantime here are the answers to some questions you might still have:
GENERAL FAQs
Who is Truespeed?
Truespeed is a leading full-fibre provider in the West of England. Since 2014, Truespeed has connected over 28,000 customers across Bath, Somerset and South Gloucestershire customers to its own, purpose-built network.
Why has County Broadband joined forces with Truespeed?
Together, we’ll create one of the largest full-fibre broadband networks, dedicated to serving rural and underserved communities across the South West and East of the UK.
Customers of both companies can rest assured that there will be no disruption to their current services.
“This merger represents an important milestone for both companies and for rural broadband in the UK,” said James Lowther, CEO of Truespeed.
“Both companies have invested extensively in building ultrafast broadband to underserved parts of the country. Now, we’re coming together to ensure those networks deliver the best possible experience for our customers—today and for decades to come.”
John East, Chairman of County Broadband, added: “We’re proud of what we’ve built at County Broadband, and this merger is the logical next step for our business and our customers. Together with Truespeed, we’ll be able to even better serve our communities and help to bridge the digital divide.”
What’s the benefit to County Broadband customers?
This strategic merger allows us to serve more customers, improve how we work, elevate the experience we deliver, and build an even stronger foundation for future growth. With the full backing of Aviva Investors, our focus is on combining the strengths of both businesses to grow stronger within the communities we serve.
How will this affect my contract or service?
There will be no changes to your contract, product, service or experience as a result of the merger between Truespeed and County Broadband. Your existing service, contract terms, and customer support will remain exactly as they are. There really is no change to you, and nothing you need to do differently!
NETWORK & CUSTOMER SERVICE
Who do I contact if I have a problem with my broadband, bill or equipment?
The County Broadband website and portal are still available to assist you. Or, if you need to speak to someone about any aspect of your broadband service, you should contact the County Broadband customer service team on 01376 562 002 or send us an email on help@countybroadband.co.uk between 9am & 6pm Mon-Friday, and 9am & 5pm on Saturdays.
Will my broadband service change?
Whilst the purpose of the merger is to make our business stronger, there are no changes planned to the service you receive. Your current set-up should meet all requirements of your full-fibre service, and there are no plans to change or replace your equipment.
Can I switch to Truespeed?
If you’re already in contract with County Broadband, then you will continue to get the same service and price in line with your contract; there is no plan to change contract details or brand name.
INSTALLATIONS
Can I still sign up for full-fibre broadband with County Broadband?
Yes, you can still sign up for a new broadband connection. However, your new contract will be delivered with Truespeed equipment and be supported by the Truespeed Customer Support team.
I’ve seen a Truespeed advertisement in my area, how does that affect me?
If you are a County Broadband customer you don’t need to worry or do anything differently, your broadband will continue to be provided and supported by the County Broadband team.
I’m waiting for my County Broadband service to be installed, what does this mean for me?
No problem – your installation will go ahead exactly as planned. It’s likely that you will see both Truespeed and County Broadband branding on equipment, employees and fleet vehicles over this transition time, so please don’t be alarmed if the engineer who installs your service is wearing some Truespeed branding.
PRICING & BILLING
Will this affect the price I pay?
No, the merger does not affect the price you pay. In fact, your monthly bill is protected by our ‘no price rise guarantee’ – we’ll never increase your price whilst you’re in contract. This promise is honoured across the newly formed Truespeed Communications Group.
Will I still get a bill from County Broadband every month?
Yes. If you have signed up to a contract with County Broadband, then you will continue to be billed by County Broadband.
What happens when my contact ends?
We’ll be in touch around the time your contract ends to discuss your options and help to make sure you’re on the best deal possible at the time.
CONTRACT
What happens if I’m out of contract?
If your County Broadband contract has come to an end, we hope you will renew it with us. Please contact us and we will talk to you about your options.
