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Some of the questions customers have asked us
Ever noticed that the speeds you experience are often slower than the ones you expected, as advertised by your ISP?
This is because your ‘fibre’ connection is not PureFibre.
With a normal fibre broadband connection (sometimes known as Fibre to the Cabinet or FTTC), your connection is only partial fibre-optic wiring to your street cabinet. Old, outdated copper wiring then connects to your home from the cabinet and your bandwidth is shared with everyone else in your neighbourhood, slowing down your internet speeds – especially during peak hours.
PureFibre is different. We only use 100% fibre-optic lines direct to your home which are Gigabit-capable – and up to 20x faster than normal ‘fibre’ broadband. This means you can always expect great speeds – and then some.
PureFibre is just that – pure, fibre connections with no old copper wiring in sight (which is used for regular ‘fibre’ broadband).
With our PureFibre services, you don’t have the street cabinet or outdated copper wiring slowing you down. We offer only true PureFibre connections directly to your premises which are up to 20x faster, purpose-built for the modern user and more reliable than standard ‘fibre’ broadband.
With Gigabit PureFibre, you could download a full-length HD movie in just 12 seconds, or get your hands on Call of Duty: Warzone in less than 5 minutes.
One gigabit per second (Gbps) is a 1000 megabits per second (Mbps) connection. Gigabit PureFibre is up to 20x faster than basic ‘fibre’ broadband speeds, allowing you to get what you want whenever you want it – regardless of peak hours or how many devices are connected to your broadband.
GigaFast Home: Maximum download speeds of 930Mbps with an average of 820Mbps. Average upload speeds of 100Mbps.
GigaFast Pro: Maximum download and upload speeds of 930Mbps with an average of 820Mps.
As a regional ISP we are not required to subscribe to the Ofcom – Broadband Speeds Code of Practice like BT or Virgin. In reality these guarantees are not very appealing to end users; the minimum guaranteed speeds are often quite low and you would have to suffer 30 consecutive days of low speeds before you can expect compensation or terminate the contract.
Instead of subscribing to the Ofcom code of conduct, we have built our network to deliver the fastest possible speed to every user at all times. The maximum no of users on one fibre is 32 and in many cases this is less, that means that even at the busiest of times you will still receive a faster and more reliable service than most other Fibre broadband services.
Because of the way our network is designed, the absolute guaranteed minimum speed on our service is 70Mbps download and 35Mpbs upload, however, this is at times of total network congestion, which is extremely unlikely to happen.
A better measure of our commitment to you is that we will guarantee an average speed for your area. Our average download speed measured across 50% of our users is currently 820Mbps. If you are consistently experiencing speeds lower than that and we can’t fix it within 30 days – you are free to cancel your agreement with us without penalty.
Our standard contract length is 18 months – we don’t tie you into constricting long-term contracts.
