I had a fibre broadband connection before, what is the difference?

It’s very unlikely that you had a Pure Fibre connection. Many providers claim their connections are fibre when in reality copper is ran from the nearest cabinet which offers slow speeds especially at peak times. You’ll be able to tell if you have Pure Fibre as the download and upload speeds should always be the same.

How do I sign up?

Simply follow the sign-up link found at https://purefibrebroadband.co.uk/packages/ or send an email to hello@purefibrebroadband.co.uk where a member of the team will be able to help you.

I’ve signed up, what’s next?

Most homes we provide our service to will already have pre-installed equipment. This equipment usually consists of our ONU which will be wall mounted with a white back and a PFB router which will be connected to the ONU. In the unlikely event your home hasn’t already had its equipment installed we’ll send you out a router via Royal Mail 1st class signed postage and arrange for an engineer to instal your ONU.

If your home already has all the necessary equipment installed we’ll remotely activate your plot, please bear in mind that this can take up to 3 hours to take effect.

What are the benefits of Pure Fibre?

Pure Fibre will allow you to stream, browse and download at speeds many times the national average. Your home will be ready for all advances in technology that will come its way, this also means your house is ready to become a smart home at a moment’s notice! Pure Fibre also allows your home to be futureproofed as technology becomes more data hungry.

Can I use my own router?

We recommend using our router, as your full fibre connection will require a Cat6 port, which are uncommon in standard routers and buying your own can be costly. The router supplied to you has also been optimised for use on our Pure Fibre network and as such will provide you with the best performance.

Can I still get a landline?

Although more and more people are opting to move away from this option you can still opt for a VoIP landline. This will work in the same way as your old traditional landline in terms of usage. You’ll be given the option to opt for this at the sign-up stage.

How long will the install take?

99% of the time your home will already be connected to our network before you move in. In the unlikely event that it’s not we will liaise with you to get you connected as quick as possible. The internal install of the Pure Fibre Broadband equipment takes no longer than a few hours. Sometimes we may take longer if external or on-site issues have prevented us getting our service to you before you have moved in. In the unlikely event of this we’ll provide you with an appropriate level of compensation.

What if I have an issue with my internet?

In the unlikely event you encounter an issue with your internet please contact a member of the team either via email (support@purefibrebroadband.co.uk) or phone (0345 838 5453) where a member of the team will be able to help you get back up and running.

How fast will my internet be?

We offer residential packages up to 100mbps download and upload. This means your download is 5 times faster than the UK average and your upload is 34 times quicker!

My Wi-Fi doesn’t reach certain spots within my home, what should I do?

This can sometimes be an issue in modern homes. There may be several reasons for this occurring. Pure Fibre Broadband always recommends connecting your devices directly to the PFB router or any Cat 5 points you may have around your house. We understand this isn’t always possible so for £7.99 a month we can offer you your own home WiFi zone. This will provide the kit you need to eliminate any dead zones and extend your WiFi’s reach.

Do I need another line for a landline?

The simple answer is no, fibre can transmit both data and voice. We can help you source a Voice over Internet Protocol (VoIP) phone to use with your Pure Fibre Broadband Router. This also means you don’t have to pay line rental if you don’t opt for our VoIP solution. You may however be liable to purchase an ATA (Analogue Telephone Adapter) at your own cost to access our VoIP services.

Will I get the speeds advertised?

You should always be getting the speeds we offer on each respective package owing to our Pure Fibre network not suffering with the same data drop-off issues that copper does. Please note that the speeds advertised can be achieved by directly ‘connecting’ to the router as Wi-Fi will likely never provide you with the advertised speeds. For this reason we will always recommend running a speed test via ethernet to get a true reading of how quick your broadband is.

What if there’s a power cut?

If you have a battery back-up unit you won’t be affected. If you don’t have a battery back-up unit you should rely on your mobile phone to make calls and access the internet.

What if I have an issue with my billing?

In the unlikely event you have an issue with your billing, please contact a member of the team straight away so we can sort the issue out without delay. We will more than likely be able to sort the issue out on the same day.