Frequently Asked Questions
Who supplies my broadband?
We work with both Virgin Media and Sky Broadband to supply your broadband – two of the best broadband companies in the country. If you’re in a Virgin Media area, our Virgin Media speeds reach up to 350mb (depending on your chosen service). For our Sky Broadband customers, please note that our partnership is with Sky Business (not domestic). We’ll provide you with any contact info if you need it – please don’t call Sky domestic directly.
How do I activate my Virgin Media broadband?
We are a Virgin Media Partner which means that your router will be activated before it reaches you, although the leaflet in the box suggests you call Virgin Media to activate the router this won’t be the case, all you need to do is plug the router in and everything should be up and running. If you have any issues once the router is plugged in and turned on please get in touch with us via phone, email or livechat.
What happens if I missed my engineer appointment?
If you miss a manned installation (e.g. an engineer appointment) give us a call straight away. We will rearrange you another installation, but there may be a bit of a delay as we will have to find a new slot where the engineer is free. Over the busy summer periods, the delay can be up to 3 weeks. If you missed an engineer appointment there will be a charge from our internet provider partners, unfortunately – this will be charged to you.
What do I do if my broadband stops working?
Please get in touch with our customer support team via phone, email or livechat, and we’ll be able to talk through any technical issues, arrange an engineer or put you through to the best team to help you. When you get in touch it is best to be next to your Broadband router for troubleshooting.
Are there any download limits on my broadband?
No. Our broadband packages include unlimited downloads so you won’t be slowed down.
What happens if I miss my delivery?
You choose an hour delivery slot for delivery and DPD will send you a SMS the day of delivery advising you when they are 15 mins away, so hopefully, this doesn’t happen. If you miss the delivery date for your equipment delivery DPD 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.
What speed is my broadband?
If you’re in a Virgin Media serviceable area, you can pick a broadband package to suit your household. The more people in your house, the faster your internet will need to be to cater for multiple devices. The fastest fibre broadband is with average download speeds of 362Mbps. Where Virgin Media isn’t available, we’ll let you know what speeds you can get from Sky Broadband.