Have questions about your broadband service? From checking your IP address and understanding internet speeds to delivery and installation timescales, we've got answers to the most common queries. Explore the FAQs below for quick solutions and guidance on these key topics to ensure a smooth broadband experience.
What is my IP address?
To identify your fixed IP address, please check on https://whatismyipaddress.com/
What broadband speeds can I receive?
Please use the following link to see the speeds for your line
💡 If you're experiencing issues with your broadband speed, check our self help guide to improving your connection here
When will my hardware be delivered?
If you have ordered hardware as part of your order – such as a router, your hardware will be delivered roughly 2-3 days before the ‘go live’ date.
You can specify which address you wish your hardware to be delivered to, however, if this is not specified, the Provisioning team will use the installation address as the delivery address for the hardware.
We recommend contacting the Provisioning team if your hardware has not been delivered within 48 hours of the installation so they can track this and potentially order a replacement in time for installation if required.
How long does it take for my broadband to be installed?
The average time required for broadband installations are listed below. This estimate is from the time the order is placed with our Provisioning department, to the time an engineer visits your site to physically install the connection:
Product Type | Service Level Agreement |
SoGEA (Single order generic Ethernet access) | 10-15 working days |
FTTP (Fibre to the premises/full fibre) | 15-25 Working Days |
Installation times are subject to Openreach engineer availability in your area and also the available line plant serving your premises. Additional work is occasionally required to have the service installed at your site which can result in the installation taking longer than the above table.
The installation is monitored by our Provisioning department every step of the way and they will be sure to update you accordingly.