FAQ

Most fibre broadband you see advertised is a product called FTTC (Fibre to the Cabinet). With FTTC the fibre cable runs from the local exchange to one of the green cabinets you see sitting on the side of the street. From the cabinet to your house however, the cable is not fibre at all, it’s copper. It’s the copper wire that slows you down, and the further your house is from the nearest cabinet, the slower your connection is likely to be.

It’s a bit like calling a taxi to take you home, only for the driver to stop a mile from your house and give you a piggy back the rest of the way (although admittedly that would be quite fun).

UKFN is a completely different product, commonly referred to as FTTH (Fibre to the Home) – this means the fibre cable is laid directly to your home, providing vastly improved speeds, reliability and security. To put it simply, UKFN means no copper!

Once you have checked on our website that UKFN is available at your property, you can place your order via interest@ukfibrenetworks.net or calling us on 0333 533 1200. Once your order is placed, we build a fibre optic cable to the outside of your property.

Your new fibre connection uses a new cable into your premises, so your UKFN service will be unaffected by your current provider. You can have UKFN installed, and then cancel with your current provider whenever it suits you. Please be sure to check any contractual obligations and termination fees with your current supplier as this is not something UKFN would do as part of the order process.

You can upgrade your package at any time just reach out to interest@ukfibrenetworks.net or call us on 0333 533 1200. This will not affect your minimum contract term and there’s no upgrade fee. You can downgrade too, but that would start a new 24-month minimum term.

It’s simple to get up and running with UKFN – here’s how it works:

• Place your order via the UKFN website and select a suitable appointment slot.
• We’ll deliver your pre-configured router a few days before your chosen installation day.
• Your engineer will confirm their arrival beforehand – please make sure someone over the age of 18 is at home when they visit.
• On the day, the engineer will let you know what they need to do to install your new line. It will involve running a fibre cable from the nearby junction attached to a wall nearby. The engineer will run a patch cable into your home and connect it to a little box that needs to be plugged in for power. He’ll test the fibre and then you can plug in your router to join our network.
• Will I need to be at home during installation?
• Ideally the account holder should be there to make sure they are 100% happy with the installation. If this isn’t possible, a responsible adult needs to be present.

As we provide all customers with the same router, it allows our support team to better understand any issues you may be experiencing and provide a quicker fix.

We have selected a device with very high spec that we feel will benefit your experience of using your new connection. It is also capable of handling speeds of up to 1Gbps, which some legacy routers may struggle with.

For general questions about your UKFN service you can email us at info@ukfibrenetworks.net. If you experience a total loss of service you can contact us on 0333 533 1200 and one of our tech guys will get you back up and online.