We appreciate you may have some questions – and we’re here to help you get to the bottom of them (and you’ll not find any jargon around here).

Find answers to our most commonly asked questions.


  • We’re a full fibre broadband provider that won’t let you down. Our mission is to bring the latest fibre broadband technology, powered by a reliable network, to hundreds of thousands of homes in the UK. We’re backed by Digital Infrastructure – a company with a £100m investment, and a team that have a combined experience of hundreds of years in the telecoms and broadband industry. This is broadband as it should Be.

  • Currently most of the UK’s broadband services are provided by a fibre-to-the-cabinet service – you may know this as ‘Standard’ or ‘Superfast Broadband’. FTTC is a broadband connection which would typically utilise the green cabinets you’ll have seen on pavements. This type of fibre broadband is delivered to the cabinet over fibre optic cables which, unlike copper cables, transmit information using light rather than electrical signals – delivering data at rates thousands of times faster than copper cables. The remaining distance to your home is covered by slower, copper cables – which can significantly reduce your broadband’s top speed.

    Meanwhile FTTP – fibre to the premises – delivers a fibre broadband connection not only as far as the cabinet, but across the entire distance to your home or business. Whilst FTTC might seem fine for now, it’s important that broadband services are upgraded to FTTP to ensure broadband services are faster and more reliable. Full fibre broadband can be up to 18 times’ faster than existing broadband services!

  • To find out whether you’re getting the broadband speed your provider claims or trying to find out whether it’s a slow internet connection causing videos to buffer,  the easiest tool to use is

    You can do this in a web browser, or download the app for Android and iPhone; and it’ll tell you in just a couple of minutes how quick your connection is. If you use a device connected via Wi-Fi to run the test, you must ensure you stand close to your router.

    All our engineers use this service when they install your router.

    Use an ethernet connection when testing the speeds and always use at least a Cat6 ethernet cable as these are capable of transmitting the speeds our network delivers.

    This will tell you both your ‘download’ speed, or the amount of data per second you receive, as well as your ‘upload’ speed, which is the amount of data per second you’re sending to the internet.  Upload speed is important for video calls or online gaming where you need to send your video/game play back to the internet – but can be overlooked, as FTTC services will generally provide a lower upload speed.

  • As with all telecom’s providers, we’ll run one of our full fibre cables into your property and connect you either overhead, or underground. Our customer services team can help you with more information relating to generic installation of our services. All installations will be carried out by BeFibre approved engineers who will get you connected to our full fibre services efficiently. We’ll even help you set up and pair devices like laptops, phones, and tablets to your new router!
  • There is an option to pre-order your broadband up to 12 weeks before the service is due to be available in your area. This ensures you get connected to the service quicker than usual. There is  a small chance that this timescale may change due to unforeseen circumstances, but that rarely happens and we’ll make sure to make you aware of any delays.
  • Broadband speed is undoubtedly one of the biggest considerations when choosing your internet service provider. Put simply, it’s how much data and information can be transferred over the web on a single connection at any one time – and determines what types of activities you can do on the internet, as well as how many devices you can connect at once.

    When you see providers referring to Mbps, what they’re actually talking about is the amount of data which is transmitted per second. The more data transmitted per second, the faster your connection, and therefore, the better your experience.

    Understanding how you and your family use the internet at home will help you determine which speed you need.

    Remember, if your broadband speed is too slow, you might run into trouble performing everyday tasks such as streaming video, gaming, or uploading files. Meanwhile, if it’s too fast, you might be overpaying for your internet service

  • Here at BeFibre, we are transparent about the speeds we can offer. Because our network only contains the latest technologies and new fibre cables, we can offer speeds that are so much faster than those who offer FTTC.
  • Yes, our network is entirely separate from BT or Openreach. We are an independently funded network provider, building a brand-new network, delivering our own full fibre broadband services to local communities.
  • Our service can deliver 900Mbps, both downloading from the internet and uploading information back to the internet (known as upload and download speed). Other providers using the older FTTC network may only be able to deliver average download speeds of up to 70Mbps but with significantly reduced upload speeds. Our network is brand new and only contains fibre cables, so the service is much more reliable and considerably faster
  • Yes! BeTalk fibre powered phoneline offers crystal clear calls via your BeFibre internet connection, future proofing your landline, giving you unlimited digital fibre powered phone calls! Click here to find out more.
  • We  build our network by using existing ducts (pipes) in the pavements and overhead poles. It’s quick, easy and means we don’t have a need to do lots of disruptive,  digging in the road. You probably won’t event notice we’re there!
  • No, ordinarily there’s no need to do this as we use a PIA build methodology, which means we use existing infrastructure. This makes for a faster delivery and less local disruption. In the event we need to carry out any civil engineering works, these works will be minimal, and we are required by law to reinstate (repair and leave) areas such as pavements, roads or grass verges to acceptable standards.
  • Works can last several months but we will communicate with local stakeholders as appropriate. Due to the nature of our works, we do not  expect any disruption during this time, but we will be communicating with all relevant authorities and parties as we carry out network deployment in the local area. Some build may require traffic lights or barriers on pavements, but we will provide advanced signage in the area to inform anyone affected if we need to do this.
  • Choosing the right broadband package is essential. Our dedicated team of experienced consultants will work with you to fully understand your needs before recommending the most suitable package for you.

    To help you get started, we offer the following packages:


    • 150Mbps – Twice as fast as standard fibre broadband*
    • Great value — a full fibre experience that makes you twice as fast!*
    • Same upload and download speeds
    • Average speed 150Mbps
    • 24 month contract
    • Free installation worth £250


    • 500Mbps – 7 x faster than standard fibre broadband*
    • Same upload and download speeds
    • Average speed 500Mbps
    • 24 month contract
    • No sneaky in-contract price hikes
    • Free installation worth £250.


    • 900Mbps – 13 x faster than standard fibre broadband *
    • Same upload and download speeds
    • Average speed 500Mbps
    • 24 month contract
    • No sneaky in-contract price hikes
    • Free installation worth £250

    *The reference to how many times faster our broadband service is, is dependent on you being able to access ‘Superfast’ type broadband services of 70Mbps (or less) and selecting or ordering one of our packages at the advertised speed. Speeds shown are available across the BeFibre Broadband network. Speeds shown may be affected based on the placement of the router in your property or the device you are using

  • This very much depends on what you’re going to be using your internet connection for, and before you finally commit to buying a particular broadband package, you should give this some serious consideration.

    Standard broadband can be adequate for browsing the web, checking emails, uploading the odd photo to Facebook, and even streaming from BBC iPlayer or Netflix, but it’s worth checking you can’t get a more affordable superfast deal before committing.

    You’ll benefit from a speedier connection if you:

    • Use your broadband at the same time as other people in your home
    • Regularly download films or large online files
    • Use online TV catch-up services from more than one device
    • Upload videos and other large files to the web
    • Play video games online
    • Use video-calling services in an area where broadband speeds are low.

    Remember, fibre doesn’t only offer faster speeds – fibre connections are usually more reliable too. So, it’s worth considering upgrading if your standard connection drops out regularly.

    Our premium 900Mbps package is 13x faster than the average fibre speeds in the UK*. Think the ability to upload 100 Instagram photos in 5 seconds, download a 1-hour TV programme in only 7 seconds or an entire new-release PS5 game in only 14 minutes – all without any buffering worries when you’re trying to work efficiently from home on a video call.

    *The reference to how many times faster our broadband service is, is dependent on you being able to access ‘Superfast’ type broadband services of 70Mbps (or less) and selecting or ordering one of our packages at the advertised speed. Speeds shown are available across the BeFibre Broadband network. Speeds shown may be affected based on the placement of the router in your property or the device you are using.

  • Standard Installation on all our broadband packages is free – potentially saving you up to £250. We extend the fibre optic cable from our network to your property (we’ll usually attach in a similar place to any existing phone line or underground if you have a duct available) and then our engineer will agree with you where the cable enters your home. From where we attach to your property, we include 15m to get to the agreed entry point.

    Once we have the fibre optic inside your home, we’ll agree the best place for your router.  We include 10 m of internal cable so we can usually find a good place.  We’ll also make sure the internal cable is secure and out of the way!

  • A Wi-Fi connection uses radio waves to allow mobile devices to access the internet wirelessly, whilst an ethernet connection transports data using a physical cable. From a mobility point of view, Wi-Fi is the most popular as you can access it from multiple locations while you’re on the move, and there’s no associated messy cabling and wiring. Powerline adaptors can be useful if you have thick walls and need to ‘boost’ the signal power.

    Ethernet on the other hand excels in speed and efficiency. Although it involves a physical connection rather than being wireless, it offers faster data transfer speeds as a wired connection is more consistent. An ethernet connection is also much more secure than a Wi-Fi connection. Data on an ethernet network can only be accessed by physically attaching a device to the network, whilst data on a Wi-Fi network travels through the air and can be more easily intercepted. If you can use an ethernet cable for devices you rarely move – such as your TV or desktop computer – you’ll often get a better experience.

  • Whilst you might be tempted to put your router wherever you have space, without giving it much thought, that’s a big mistake! Where you choose to place your wireless router can have a significant impact on your broadband’s quality and reliability, as a Wi-Fi signal can only travel so far – and the more walls, bookcases, or other materials it encounters, the greater that distance is reduced.

    The best place to set up your router is in a central, unobstructed location to ensure your home Wi-Fi network has a strong signal anywhere in your house. Moving your router even just a few feet might save you from endless connection problems – and allow you to get the most out of your broadband subscription.

    To get your router in the best position:

    • Put it in a central location in your home
    • Minimise obstructions
    • Elevate it off the floor
    • Keep it away from other electronics
  • On home networks, all devices typically share a single internet connection – but the performance degrades as more devices join the network and use it simultaneously. Even a handful of active gadgets streaming video or downloading files can quickly max out a shared internet link. This is where our fibre-optic network comes into its own. With our packages, it’s unlikely you’ll notice any reduction in your experience while using multiple devices.
  • There’s nothing more frustrating that not being able to get online and seeing the dreaded ‘wheel of doom’ spinning round on your screen! Here are a few top tips to try and restore your confidence – and avoid you wanting to throw your router out of the window.

    Check your credentials

    • It’s extremely easy to mistype a password.
    • Remember some letters are case sensitive.
    • Check ‘Caps Lock’ isn’t on.
    • If your device is enabled with WPS, try this to connect without the need for a password (press the WPS button on the back of the router and then on the device and they’ll look for each other).
    • Forget the network on your device and reconnect.

    Make sure you’re within range

    • Wi-Fi coverage may vary for a lot of different reasons – from how strong a signal the router is emitting, to the thickness of your home’s walls.
    • Move closer to the router and make sure its antennae are up and unobstructed.

    Check your router is online

    • Check the power light is on.
    • Turn it off, leave for a couple of minutes and turn back on.

    Reboot your device

    • Turn it off or choose ‘restart’.
    • Give it a minute to complete the operation.
    • Try connecting to the Wi-Fi again.


    Check again using an ethernet connection. It could be interference in the wi-fi signal which an ethernet cable wouldn’t suffer from.

    If none of the above resolve the issue, contact our dedicated customer service team on Tel: 0330 088 8383 or Email: [email protected].

  • To check the exact speed you’re getting, visit: You can do this in a web browser or download the app for Android and iPhone; and it’ll tell you in just a couple of minutes how quick your connection is. If you use a device connected via Wi-Fi to run the test, you must ensure you stand close to your router and remember that a Wi-Fi test would generally be slower than a wired/ethernet test.

    Once you’ve done this, you can then consider the following options:

    • Find the best position for your router – place it somewhere central for best coverage
    • Try not to turn your router off, unless we ask you to – this can lead to the connection becoming ‘unstable’
    • Consider a wired connection – more reliable and achieves faster speeds than Wi-Fi
    • Change the channel – multiple devices transmitting on the same channel can cause interference and reduce the experience
    • Make sure your devices have the latest updates – this could make a real difference to network speeds
    • Get a Wi-Fi boost – re-broadcast your existing connection for a stronger signal
    • Security – if you haven’t set a password, others can log onto your network, reducing speeds.

    If none of the above resolve the issue, then contact our dedicated customer service team on Tel: 0330 088 8383 or Email: [email protected].

  • Have you been at home enjoying a movie on Netflix or working hard at home on your laptop and all off a sudden you lose signal? Well, this can be due to Wi-Fi interference. You can get this from home electrical devices or as simple as being on the same Wi-Fi channel as your next-door neighbour. By following the instructions below and logging into the router you can resolve this issue quick and easily.

    • Open a web browser and enter the following
    • Press Enter
    • Enter your routers username and password – This should be admin/admin
    • Select Wi-Fi
    • Select Radios
    • The current channel may be set to auto – Simply select this and change the channel
    • Channels on 2.4Ghz go from 1-11 (channels 1-6-11 are normally a good choice)
    • Once channel has been changed select Save.
    • Repeat the above steps for 5Ghz if using a 5Ghz connection
    • Save the changes

    If you need help with any of the above, then contact our dedicated customer service team on Tel: 0330 088 8383 or Email: [email protected].

  • You can email [email protected] or phone 0330 088 83 83 or fill in the form below to ask us a question about our local project.
  • If you’d like to get connected, please click here or email [email protected].
  • Yes, this is one of our friendly UK based Telesales teams.

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