Frequently asked questions
Short answers about coverage, plans, phones and Wi-Fi.
Getting connected
Do I need a phone line for wireless broadband?
No. The wireless service needs a line of sight to one of our relay sites. No phone line is required.
How fast is the wireless service?
Wireless plans run at 30 Mbps+ download.
Can I get fibre?
Our fibre service is available where Openreach has started to roll out fibre to the premises (FTTP). The 900 Mbps plans are subject to availability in your area. Contact the help desk to check your address.
I'm just outside your coverage area. What can I do?
Get in touch. We are constantly working with communities to extend the network, and we can tell you whether one of our sites can reach you.
I already have wireless. What happens if I move to fibre?
Your existing radio service is maintained as an automatic backup, should there be issues on the Openreach network.
Plans and costs
Do the prices include VAT?
Yes. All prices on this site include VAT.
How long are the contracts?
Wireless plans are on an 18-month contract. Fibre and internet phone plans are on a 12-month contract.
What does installation cost?
Wireless installation is £180. Home Fibre installation is from £100 to £150 depending on the plan, and Business Fibre from £120 to £150. Internet phone has a £100 set-up charge.
What happens if I use all of my wireless data?
You can add a 400 GB data add-on for £19 a month. The minimum term is 3 months and you can apply multiple add-ons.
Phone and Wi-Fi
Do I still need a landline?
Not with our wireless or fibre services. Where there is a reasonable mobile phone signal there is little need for a landline at all. If you want a home phone, our internet telephone service uses your existing handset.
Can I keep my phone number?
Yes. On request we port your existing number across to your VoIP line.
Why is the Wi-Fi weak in parts of my house?
A fast connection into the house often shows up weak Wi-Fi inside it. You may need to invest in your Wi-Fi setup so it can cope with the faster speeds.
Network and community
Why does the service sometimes drop in bad weather?
Our masts sit on exposed hills, and snow and storms can affect them. We post updates in the news section when weather causes disruption.
Can my community set up its own network?
Yes. We use our expertise to help other community groups establish their own coverage areas, through partnership or wholesale-style agreements.
Who do I call for help?
Contact the help desk.
Didn't find your answer?
Contact the help desk and we will help.