Broadband FAQs

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Who supplies my broadband?

We use Virgin Media to supply your broadband if you live in a Virgin Media Fibre Broadband area. This package can include up to 350mbps of speed and unlimited downloads. If you can’t get Virgin Media, we’ll get your broadband sorted through another provider, usually Sky and get you the best deal possible.

How much does my broadband cost?

That depends on how long your contract is, which provider is serviceable in your area and what speed you choose.

Once you get a quote you’ll be able to pick and choose these various options to tailor make your own package. You can get a quote here. Or give our customer advisers a call on 0191 622 0097 and they’ll be able to talk you through your options.


What speed is my broadband?

If you’re in a Virgin Media serviceable area, you can pick a broadband package with a speed of 100mbps, 200mbps or 350mbps – the more people in your house, the faster your internet will need to be.

Where Virgin Media isn’t available, we’ll let you know what speeds you can get from another provider.

Are there any download limits on my broadband?

No. Our broadband packages include unlimited downloads so you never have to be slowed down.

What if I can’t get Virgin Media?

If you don’t live in a Virgin Media serviceable area, we’ll use another partner to provide you broadband, and make sure they offer great value.

What do I do if my broadband stops working?

All accounts are taken out in the lead tenant’s name, meaning that you can get in touch with the internet service provider directly to discuss any technical issues or alternatively you can get in touch with one of the Fused Bills team, who will be able to help.

Will I need to pay for installation/activation?

Most people live in properties that have already had Virgin Media. In these cases, there is a small fee of £19.99 to get your Virgin Media SuperHub 3 sent out to you and activated. However, this cost is already factored into your weekly quote. Don’t worry – you won’t be hit with any one-off charges.

If your house hasn’t already had Virgin Media, then we will need to get an engineer out to wire up your property. In this case, our customer service team will give you a call to discuss your options in more detail.

What happens if I miss my installation?

If you miss the delivery date for your Virgin Media router, the courier company we use will try and deliver the next day. They will also leave a card, which will give you instructions on how to arrange a new delivery slot OR when you can pick it up from your local post office depot.

If you miss a manned installation (e.g. an engineer appointment) give us a call straight away. We will rearrange you another install, but there may be a bit of a delay as we will have to find a new slot where the engineer is free.