Help and guidance for using Broadband Genie
Broadband Genie cannot help with setting up or using specific broadband services.
If you require technical support, or other assistance with a broadband service, you'll need to contact your provider. Contact details for many providers can be found on our home broadband technical support guides.
If you'd like to find out more about broadband, or get advice about common technical issues, visit our home broadband guides section.
Using Broadband Genie
Our site is tested with the latest versions of Firefox, Chrome, Edge, and Opera. It should display correctly on any modern browser, including mobile. If you encounter problems please get in touch to let us know. You can email us at [email protected].
When contacting us with technical problems, please include details of your web browser and operating system and any error messages or other details.
Web browser extensions, especially ad-blockers and scripting filters, may interfere with the site. If you're experiencing issues with missing content or inoperative links, try the following:
- Safe-list our site
- Disabling the extension
- Use a browser without any extensions
If you've used our deals checker with your postcode and address, but found that the results aren't correct, please contact us.
How to claim rewards and vouchers
Broadband Genie regularly offers broadband deals with rewards such as vouchers, pre-paid credit cards, and cashback.
In some cases, these rewards are issued by the provider, and you should contact them if you have any queries.
Typically, you can expect the reward to be sent within a month of the service being activated, but check the small print for details. You may have to claim the reward from the provider, usually by following a link in an email which the provider will send after activation of the service. If you don't claim within the specified time period (read the small print for details) then you may miss out on your free gift.
Our guide to claiming broadband rewards contains more information about specific providers.
If you've purchased a broadband service with an exclusive offer from Broadband Genie, the reward will be issued by us or one of our reward partners.
Please note the following when signing up for a Broadband Genie exclusive reward:
- You must provide the information requested when clicking out on an offer link. This will usually be a form asking for your name and an email address where the reward will be sent.
- You must complete the sign-up process after following the link on Broadband Genie. If you stop and continue the process later, click our link again. If you don't do this, we may not be able to track your sale.
Your reward will be sent once we have confirmed your successful registration with the provider, and this can take up to 120 days.
We can only issue vouchers for exclusive offers when it's tracked from Broadband Genie. You should ensure that you disable ad-blocking tools or any other software which may interfere with the tracking.
Please note that Broadband Genie exclusive deals cannot be used in conjunction with any other cashback offer, discount or promotion code not directly advertised on the Broadband Genie website, and may not be redeemed for cash. You will not be eligible for the exclusive element of the deal offered by Broadband Genie in these instances.
Rewards are typically sent in an email. It's possible that the email containing your reward will be filtered into your email spam folder, so please check this before contacting us.
You can track the status of your reward voucher using our voucher tracker tool.
If you have any queries about a reward, please contact us at [email protected]
We want everyone who visits the Broadband Genie website to feel welcome and find the experience rewarding.
To help us make the Broadband Genie website a positive place for everyone, we've been using the Web Content Accessibility Guidelines (WCAG) 2.0. These guidelines explain how to make web content more accessible for people with disabilities, and user-friendly for everyone.
The guidelines have three levels of accessibility (A, AA and AAA). We’ve chosen Level A as the target for the Broadband Genie website.
We've worked hard on the Broadband Genie website and believe we've achieved our goal of Level A accessibility. We monitor the site regularly to maintain this, but realise there may still be issues.
Please get in touch with any comments or suggestions.