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 https://www.speedtest.net.
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.
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
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:
*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:
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:
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
Make sure you’re within range
Check your router is online
Reboot your device
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: https://www.speedtest.net. 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:
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.
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].
Yes, this is one of our friendly UK based Telesales teams