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Questions about joining Origin Broadband?

If you're joining us from SSE Phone & Broadband, welcome! We're so excited to have you on board. Please find all the information related to your move below.

  • Why am I moving to Origin Broadband? In 2020, SSE Phone & Broadband was acquired by OVO Energy from SSE plc. Now, more than ever, OVO Energy is focused on the UK energy market and its ambitions to bring clean, affordable energy for everyone. It is because of this dedication and focus on the UK energy market, that OVO Energy made the decision to sell SSE Phone & Broadband to the TalkTalk Group. This sale completed in October 2022. We are now in the process of welcoming customers, transitioning their services to us and moving all customers onto the new brand of Origin Broadband, one of the largest companies in the TalkTalk Group.

  • What do I need to do? You don't need to do anything - there will be no changes to your account or services. You will start to see the Origin Broadband logo appearing on your bills and letters/emails over the next few weeks.

  • Will my package change? No - this will continue just as it does today.

  • Will my services remain the same? Yes - none of your services will change. The broadband router you have now will continue to work as normal and you'll still speak to the same Customer Service team you did before. If you wish to change or upgrade your current package, please call us on 0345 0719885.

  • What is happening to my contract? Nothing, If you are currently in a fixed term contract with SSE Phone & Broadband, any remaining period of your minimum contract term will continue as normal. If you are not currently in a fixed term contract with SSE, you will continue on the same package unless you tell us to change this.

  • I only have a phone service with you, not broadband what does this mean for me? None of your services will change. Your phone service you have now will continue to work as normal and you'll still speak to the same Customer Service team you did before. If you wish to change or upgrade your current package, please call us on 0345 0719885.

  • Can I stay with SSE Phone & Broadband? SSE Phone & Broadband was sold by OVO Energy to the TalkTalk Group, which means this brand will no longer exist. We’re very excited to welcome you as Origin Broadband customers and continue offering the same excellent customer service.

  • How do I report a problem with my service? The same award-winning team will still provide any help and support you need with your service up until your move and this will continue under the new brand Origin. You can continue to contact us 0345 6780051.

    Please do not contact SSE plc or OVO Energy as they are separate companies and cannot support you. Please contact us on the above details if you need any help

  • What are our opening hours? Our opening hours are 8am – 6pm Monday to Friday and 8am – 2pm on Saturdays.

  • What's happening with my bills and payments? You’ll start being billed by Origin Broadband from April. There’ll be no change to when you receive your bill or when your Direct Debit is taken if you pay this way. The payment for your service will now be taken from Origin Broadband instead of OVO (which you will see on your bank account).

  • What if I have online billing? Origin Broadband will continue to send you an email when a new bill is ready. This will be sent to your registered email address. If you don't receive this email or would like to send your bill to a different email address, please let us know by calling us on 0345 0719885.

  • Why have I received a bill from SSE Phone & Broadband? As we transition to Origin Broadband you may still receive some bills with SSE Phone & Broadband branding (logo) on until April 2023. Once we have completed the move to Origin Broadband, the look of your bill will not change, just the branding (logo). We will continue to bill you from the same systems, so there will be no interruptions to your bills.

  • What if I currently have an outstanding balance due? Any balances outstanding, or credits on your account will continue as normal. If you have an outstanding balance and would like help to spread the cost of this, please contact us on 0345 0719885.

  • Do I need to set up a Direct Debit with Origin Broadband? If you pay by Direct Debit currently, then you don't need to set up a new one with us. Your Direct Debit will continue as normal. You may notice that the payment on your bank account changes from OVO (which is the name of the account it currently goes to) to Origin Broadband.

  • Should I cancel my Direct Debit with SSE Phone & Broadband? No - please don’t cancel your Direct Debit. The systems we use to bill you and store your Direct Debit details are not changing, neither will our bank details. As a result, your Direct Debit will continue as normal.

  • What happens if I don't have a Direct Debit? If you don’t have a Direct Debit set up, you can continue to call us on 0345 0719885 to pay your bill. By setting up a monthly Direct Debit you'll no longer need to worry about paying your bill on time and calling us monthly to make those payments. If you would like to set up a Direct Debit, let us know the next time you contact us and we can set it up for you.

  • What if I don’t want to be an Origin Broadband Customer? We hope you’ll be happy with Origin Broadband, but if you’d like to leave and you are in a fixed contract, you will be charged a termination fee if you choose to move to another provider or cease your service with us. If you are not in a fixed contract and wish to leave, you would need to contact another provider to take over your service.

  • Why you should stay at Origin Broadband We take pride in how we look after our customers, and we will continue to provide the same excellent service to all of our customers. The name on your bill and the brand you see when you interact with us changes, but nothing else does. It’s the same systems, the same products, the same reliable service, and the same UK based team you will speak to. We will continue to manage and take care of our customers and the services we provide you with, as we always have.

  • If you are part of the TalkTalk Group why are you changing our brand to Origin Broadband and not TalkTalk? Origin Broadband is part of the TalkTalk Group and has been providing phone and broadband services to customers for over ten years. Just like TalkTalk, Origin Broadband believes in keeping broadband simple. That’s why they focus on providing unlimited reliable broadband and great customer service. It is one of many brands in the TalkTalk Group – and it gives us the best and quickest way to welcome our new customers into the TalkTalk family.

  • Who processes my personal data? Your personal data is processed and protected by Origin Broadband (part of the TalkTalk Group). If you’d like more information, please refer to Origin Broadband’s privacy policy.