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Frequently Asked Questions

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Tell me about Ismybillfair

We're all about fairness. We created ismybillfair to help people like you pay a fairer price for household bills without having to change provider (although we can help with that too if you want). See our video.

We know some brands charge people different prices for the same service. We don't think that's fair. We believe customers should pay similar prices for similar services and we’re the only website in the UK able to make that happen.

We also know most people don’t want to go through the hassle and uncertainty of switching providers. Most of us would much prefer to stay, so part of our service helps negotiate a fairer price on your behalf. We’re the only website in the UK to offer this service, too.

And when people do want to change supplier, we've found they'd like see to small selection of switching deals to suit them, plus a whole range of deals from across the market just to be sure. We've got this covered as well.

How does Ismybillfair work?

Ismybillfair is powered by people. Thousands of users have already told us what services they're getting and how much they're paying. By analysing this data we're able to benchmark your deal against everyone else's. Our Priceometer will show you whether you're paying too much, getting a bargain, or somewhere in the middle.

Armed with this information, you have two choices: stay or switch. Both options will get you better deal.

If you choose to stay, we'll contact your provider for you and encourage them to give you a better deal. We can't directly control what they offer, but we won't just be speaking to them on your behalf - we'll be negotiating on behalf of thousands of people just like you. And more people means more bargaining power which means there's a better chance of you getting a fairer deal.

Or, if you choose to switch, we'll show you your best offers straightaway. If you want to view the full range of offers available, you can do that too.

How long will it take?

Checking to see if your bill is fair should take no longer than 60 seconds.

If you choose to stick with your current provider but get a better deal, we try to do that for you.

We make your details available to your provider immediately in an easy to use fashion. We will attempt to persuade your provider to access your details and contact you to offer you a better deal. Some providers already work with us and this is likely to take several days as they will then need time to work out the best deal for you.

For other providers not yet working with us we are continually working to persuade them to reward the loyalty of their customers. However, this process could take weeks or even months if the provider is unwilling to cooperate. It’s only through the power of people like you that we will persuade all providers to provide fairer pricing.

If you choose to switch to a new provider, it should take no longer than a matter of minutes. The exact time will depend on the provider you choose.

Is this really a free service?

We will never ask you for money. Our service is completely free.

What bills do you cover?

We cover Energy, SIM-only deals, Home Phone, Broadband and TV, Car Breakdown Cover, Home and Boiler cover.

We want to bring fairness to more bill types soon, so keep checking back.....

What is my Broadband Speed

The download speed is the speed quoted by providers when selling packages. They usually quote 'up to' or maximum speeds, so the speed you actually receive is likely to be lower.

For all providers other than Virgin, the entry-level broadband speed is 17Mb. The speed for fibreoptic broadband is typically 38Mb (or 52Mb for more recent BT Infinity packages), and the top fibre speed is 76Mb. Virgin Media use their own network, so their customers typically get speeds of 20Mb (for older packages), 50Mb, 100Mb or 200Mb.

I am not sure what my bill covers?

The details of what you are paying for are usually in the header of your monthly bill. You might get your bills emailed to you. If not, they're probably delivered by post.

How does switching energy supplier work?

Changing who supplies your gas or electricity doesn't affect the delivery of those services – they all come into your home through the same pipes and wires. All switching means is that you pay a different supplier. When you make the decision to switch, your new supplier will sort out all the details with your existing one. They’ll even break the news that you’re leaving. Remember that some suppliers may charge you a cancellation fee.

Your new energy supplier will send you a letter setting out your new tariff and confirming important details, such as how and when you'd like to pay.

If you change your mind, it won't cost you anything to go back, providing you make your decision within 14 days. That 14-day cooling off period begins when your new supplier starts supplying your home with gas or electricity.

You can call our Expert Energy Team on 0800 093 5902 if you have any other questions.

Will my gas and electricity be interrupted if I switch?

No – your gas and electricity supply will carry on as normal. The only important thing that'll change is the price you pay.

You can call our Expert Energy Team on 0800 093 5902 if you have any other questions.

Why do we need your postcode?

Broadband and telecom deal availability depends on where you are, as each provider covers different areas of the country. We ask for your postcode to ensure we show you broadband, phone and TV deals that you can actually get.

When can I switch my Broadband Supplier

First check whether the term of your current Broadband contract has expired (this is more than likely to have been 12-18 months). If it has then you are free to change provider.

If you're still within contract, you can still switch, but there is likely to be a cancellation fee, which could be big. However, your provider will want to keep you happy, so even if you are still within contract you can always click Stay and see if your provider will offer you a better deal. You’ve got nothing to lose.

However, if your provider increases or has increased the price of the monthly subscription you agreed when you signed up, you should be free to leave without any penalty.

When can I switch my SIM only deal

First, check whether you are still under contract with your current provider. SIM only contracts are usually sold as Monthly or 12 month contracts although some networks also offer no commitment contracts.

When you have reached the end of your contract you are free to switch suppliers.

If you're unsure, it's worth checking your contract documents or simply contacting your current provider to find out. If you are still in contract you can still switch but there are likely to be termination charges.

Once you have selected your new SIM only deal you will need to get in touch with your current network to cancel your contract (see also FAQ How do I keep my number if I am changing networks?)

Can I switch to a SIM Only deal if I have a phone with my Contract?

Once you have reached the end of your contract, the phone is normally yours and you are free to change the type of contract you have to a SIM only deal

How do I keep my number if I am changing networks?

If you want to keep your number you'll need to get a PAC code (Porting Authorisation Code – its usually three letters and six numbers) from your existing provider. It’s free, it’s easy and lots of people do it. Just call them up and ask for your PAC.

You may also be able to get your PAC code online via web chats, email or even in the post. Ofcom says that your provider must give you your PAC code when you request it and that it has to be issued to you immediately over the phone or within two hours in a text message so you should have no problem.

Once you have it, you've now got 30 days to give the PAC code to your new network otherwise it'll expire. Your new network will take the PAC code and sort things out with your existing network, letting them know that there's a request to retain your mobile phone number. Your number could be transferred to your new network's SIM card as early as the next working day, but don't be surprised if it takes a little bit longer.

How does switching Broadband work?

The process of changing your broadband provider has never been easier.

If you're switching between providers who use the same Openreach telecoms network (such as BT, Sky, EE, Plusnet and TalkTalk) the new provider will arrange the whole transfer for you and it should be straightforward. They'll let your current provider know that you want to move and you'll then be sent notification letters (from your current and new providers) confirming what's happening and when the transfer should take place.

If you're switching to or from a cable network, such as Virgin Media, you'll need to contact your current provider to cancel your service as well as starting a new one with the new provider (this is sometimes known as 'cease and re-provide'). You'll then receive notification from your current provider that your contract is ending and will be given a new contract from your new provider which will tell you when your contract is due to start.

While switching times vary depending on the type of package, it shouldn’t usually take more than 10 working days. However this could be a little longer if you don’t currently have a phone line, as an engineer will need to come out and install one for you.

Can I ask my provider for a better deal if I am still in Contract with them?

Yes. Even if you are still in contract with your current provider, you can always click on STAY and ask for a fairer price. We will still challenge on your behalf because whilst providers may not be legally obliged to offer you a better deal under your contract, none of them want to have unhappy customers and they will quite often act to reduce the risk of losing you as a customer later on.

Reluctant to switch away from SKY?

For broadband and phone, Sky use the same Openreach network as BT, Talk Talk, Plusnet, EE and Vodafone; so if you can get a better deal from one of them you can be reassured that the speed and services received should not be significantly different.

If you are concerned about losing access to particular TV channels, please bear in mind that both BT and Virgin sell packages which contain the majority of Sky’s own channels, including the Sky Sports and Movies channels.

I want to call and haggle myself

All we care about at ismybillfair is that you get a fairer deal. Some of our Customers have used the information from our site to negotiate a fairer deal for themselves. If you'd prefer to stay with your Supplier here are our top haggling tips.

1. Knowledge is power - Your ismybillfair Priceometer reading is very powerful evidence to show you’re being treated unfairly. Use it to show how much more you are paying versus others just like you

2. Timing is everything - The best time to call is when you're coming to the end of your contract or if you're out of contract. Your provider will desperately want to 'lock' you in again so will be more inclined to give you a better deal at these times

3. Don't always accept the 1st offer - If the first offer isn't the one you want then say 'No'. It is likely your call handler will have more than one offer available for you, so hold out if you can

4. Ask for extra services - If your provider won't reduce your price then ask them to throw in some additional services or upgrades, like higher broadband speeds or extra channels (most of the time it won't cost them a penny more)

5. Don't pay for what you don't use - Cancel parts of your service you no longer use. You'd be surprised what you may have signed up for over the years

6. Don't accept anything you are unhappy with - if you're feeling backed into a corner you can hang up or just ring your call handler back. Negotiating can be tricky so take your time

7. Don't quit - Providers have multiple teams performing similar roles but are incentivised in different ways. What this means is if you're not getting what you want from one agent you can try hanging up and speaking to someone else. This is a tactic than can often work