How do I know if I can get the service?

Use our coverage checker tool to find out if you can be connected to our wireless broadband network. If you’re not within range of one of our wireless broadband transmitters, we can still hook you up to our satellite broadband service.

How do I know which package speed I need?

It depends on what you’ll be using the internet for! Every user is different, which is why we offer so many different packages. If you cannot decide which package is right for you, one of our helpful engineers will be happy to advice.

What is data?

Data is information that’s sent or received online. It might also be known as traffic.

How do I know how much data I am using?

You can view your data usage just by logging in to your account.

How much does a movie or catch up TV use on my download allowance?

It depends on the length of the movie or programme, and the quality at which you view it. For example, one hour of HD footage will use about 3Gb of data

How does the service work?

We own and operate our own fixed wireless network and fibre services. We install a small receiver to your home or business and connect this to one of our many fixed wireless transmitters in your local area. For more information on how our service works, click here

What is the minimum speed?

The minimum speed will depend on many factors, but the lowest service we currently supply is 4Mb.

Can you guarantee the speeds?

We always try our best to keep speeds at a maximum, even during peak times

Can I change package if I have picked the wrong one? How much will it cost to change?

Yes, you can upgrade or downgrade your package at any time.

Will Sky work with your service?

Yes, Sky TV’s on demand services work

Will I still get BT Sport?

Unless you have a BT Sports online package from BT, we’re afraid not.

Where can I see my invoices?

All invoices are stored online in your account.

Can I choose my payment date on Direct Debit?

Unfortunately, we require for all payments to be made on the 28th of each month

Do I need to upgrade my router?

You will be issued a free budget router with your install, but you can change the router to one of your choice.

Where will the router be installed?

The engineers will discus this on the day of install.

What ports are open on the router?

All ports are open on all packages, but only SOHO and Business customers can use port forwarding.

Can I use a VPN on a home package?

You can only use VPN on SOHO and Business packages.

Is your service compatible with my PlayStation / Xbox?

Yes

How do you manage to provide faster speeds than BT?

It’s because our service does not depend on copper cables. Instead, all signals are transmitted at the speed of light across our own network of wireless transmitters, and performance does not diminish over distance.

How do I order the service?

First, use our coverage checker tool to ensure that our service is available in your area. Then it’s simply a case of getting in touch, and telling us what you need!

I work from home sometimes, can I use the home service for my work?

Yes you can use any home package to work from home, but not for VPN access. Also, any faults will be dealt with under the standard home service level agreement of 48 hours.

Do I need a business account if I work from home?

If you need access to VPN, or wish to run server at home and need a static public IP, then your will need a SOHO or Business package.

Is the SOHO package suitable for my business needs?

SOHO packages are for small office home office users, that require priority traffic in working hours, VPN access or static public IP address.

How small is a small office? What is the maximum number of staff on a SOHO connection?

We would say that a SOHO is suitable for up to five people.

How reliable is the service?

Very reliable! Our uptime per month is around 99.98%

Where are your masts located?

You can view the location of our masts on our coverage maps.

If I want to use your phone service, can I get rid of my BT line?

Yes, you can stop your BT line and port your number over.

How does the phone work without a landline?

We use a technology call VOIP, which is similar to Skype, We supply you with a small adaptor that you plug in to your internet router, and plug you telephone set into the adaptor.

Can I keep my old BT number?

Yes, you can port your number over from you current line suppliers to us.

Can I order the phone and broadband at the same time?

Phones can be ordered seven days after your broadband install.

Do I need a special phone?

No, any standard handset will work with our service.

How is the service charged?

Your line rental is charged to your account and your calling credit top up.

How do I order the phone service?

You can speak to customer services, or fill in the porting form.

How do I cancel my service?

If you are outside your contracted period .i.e 12 or 24 months, then you will be on a 28 day rolling connection, To cancel your service you must give 28 days notice via writing or via our support ticket portal ( preferred method) to our billing department.

If you are still inside your contract period you will be liable to pay a one off charge of £200.00 per 12 months contracted period. Should you cancel or stop your direct debit before your contract has ended or final payment has completed then you will have breached your contract and you will be liable to pay a one off charge of £200.00.

Callout Fee’s?

Call out fees are based on the distance from our Nottingham Office.

0-10 Miles £45.00

10-20 Miles £95.00

 

Need help

If you have a question that’s not covered in the above FAQ, or if you’d like any more information about any of our services, call today on 0115 871 8379.

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