There’s a one-off setup cost of £30 and £6 carriage for the new router we supply.

We have two principles here. New customers can try us for 1 month with a full money-back guarantee if you’re not entirely satisfied as part of our commitment to ensuring that you will be! Secondly we don’t think it’s fair to pay for broadband that’s not working to your full satisfaction at any time during your connection with us – so we’ll refund every day your internet isn’t working. In all honesty, failures outside of your or our control will happen at some point – it might be once in a year or once in five – if you’re really lucky your line will hold up with no issues much beyond, but it is unlikely (there’s always someone digging up roads, or cables being cut somewhere). But, when this does happen, we’ll work our very hardest to get it resolved for you as quickly as possible and, importantly for us, we won’t charge you whilst it’s down – guaranteed.

Firstly, we’ll do everything we can to ensure you are happy and will try to be fair and honest – as well as talk in plain English rather than tech speak. We’ll never hold you to something you’re not comfortable with and if you do decide to cancel, for any reasons, we’ll help in every way we can. If we cannot resolve any issues to your complete satisfaction, talk to us and we’ll ensure you’re not out of pocket or inconvenienced more than you need to be. We’re sure you’ll be more than happy though, it’s the very core of our mission to you.

No, we operate 30 day rolling contracts on all of our broadband contracts. However, if you do decide to cancel or migrate away within 12 month, we will charge a £69 router fee to cover the cost of the router we supply free. If you take a new telephone line with us, which we install for free, this has a 12 month minimum contract. Line rental migrations (where no new line is installed) are the same 30 day rolling contracts.

No, FTTC stands for “Fibre to the Cabinet” which means that the cable from the street cabinet to your house is still copper. The “Fibre” part is the longer part of the connection, which goes from the street cabinet to the local exchange and beyond – hence being much higher speeds than standard ADSL

This is the maximum headline speed that the product is based on, not the actual speed you’ll get. Realistically you’ll never actually get these speeds because of overheads and processing time etc – generally the best you’ll get is about 90% of the speeds advertised. The actual speeds you get depend on a number of factors – mainly the length and quality of the copper part of your line. Typically if you’re within 200m of your cabinet, FTTC connection will achieve at least 75% of the advertised speeds off peak and at least about 50% at peak times. It’s not that we limit this, we do everything we can to get you the highest speeds your line can handle and do have some settings we can make to increase the speeds (sometimes at the cost of reliability, sometimes without any loss of reliability). It’s a complex process that we appreciate can be quite confusing. When you order broadband from us, we can get an idea of the actual maximum speeds you’ll receive based on data we get from the phone providers and data from neighbour’s actual broadband, so our estimates are pretty accurate. Peak and Off-Peak also have an effect – much less with us than ISP’s that are much cheaper. Essentially, if everyone on your street or in your town is using broadband heavily then the infrastructure has more work to do and potentially less bandwidth to share out – so speeds are reduced (typically between 3.30pm and 10pm). We manage our network well to minimise this as much as possible – certainly the parts of the connection that is our network suffers no congestion issues at all.

We test and select only premium WiFi routers and not the cheap (often ISP-branded) ones others might supply. So our standard router is a 300Mbps dual-band TP-Link ADSL or VDSL Wifi router that we found is very reliable and provides some of the best broadband speeds, WiFi speeds and range. You can upgrade the router if required though at a significantly reduced price (available at checkout).

Not much. We manage the migration process very carefully to ensure the actual line gets switched over without any interruption to your actual broadband connection and pre-configure and send a new router that’s ready to plug in and go on the switch-over day – so the only downtime is swapping the router (or changing the settings on your existing router if you prefer to keep your own)