Frequently Asked Questions

FAQs

Who is GoFibre?

GoFibre specialises in delivering full fibre broadband to properties and businesses across Scotland and the north of England. Find out more on our About Us page.

Which package is right for me?

We offer a range of full fibre broadband packages to answer a range of needs. Call our expert team on 08000 590 980 and they’ll be able to recommend the best package to meet your needs.

How reliable is GoFibre’s broadband?

Our full fibre broadband is extremely reliable and boasts an impressive 99% uptime. In the rare event that you do experience a loss of speed or connection, get in touch with our support team who will assist in getting your connection back up to speed.

What is One Touch Switching?

One Touch Switching is an industry-wide initiative designed to simplify the process of switching broadband providers. With One Touch Switching, switching to GoFibre is easier than ever! When you sign up, we handle all the hard work for you. We’ll contact your old provider to cancel your service, ensuring you stay connected until your new GoFibre connection is installed, so you won’t pay for two services.

This feature eliminates the need for lengthy wait times and stressful calls to your previous provider. Your old service will remain active until your new one is fully set up, guaranteeing a seamless transition with minimal hassle. Read more about One Touch Switching.

How to switch from your current broadband provider to GoFibre?

Switching to GoFibre is super simple! All you need to do is place an order with us and during the booking process, select the One Touch Switching option. This is a free service where we handle the cancellation with your current provider—no need to contact them yourself. If you're still under contract, we'll also cover your cancellation fees up to £200. Just select the Switching Credit option during the booking process.

Here is a step-by-step guide to changing to GoFibre:

Check your postcode to see if we’re available in your area using our postcode checker.
Choose your full fibre package and select the switching credit option if you’d like us to cover your cancellation fees.
Choose any extras you’d like to add to your package.
In the final step, check your details and select One Touch Switching if you want us to manage the switch with your current provider. Then confirm your order.

After that, you’ll receive an email confirmation. And from there, we’ll take care of the rest, including managing your switch—it's that easy!

For more details, take a look at our guide on how to switch your broadband provider.

Can I upgrade my full fibre broadband package during my contract?

Yes – you can upgrade your GoFibre broadband package at any time during your contract. Call us 08000 590 980 to talk about what would suit you best.

When is GoFibre coming to my town?

We’re building fibre as fast as we can in as many locations as we can! The best thing for you to do is register your interest and then you’ll be automatically included in updates about our fibre deployment and be one of the first to get connected.

What is ‘full fibre’ and why do we need it?

Full fibre, also known as FTTP (Fibre to the Premise), involves fibre optic cables running directly to your property; meaning you get an ultra-stable, uninterrupted connection which allows you to connect up to 100 devices, without a single glitch. Many people still rely upon a FTTC (Fibre to the Cabinet) connection which is when full fibre cable reaches a green cabinet on your street, but then a copper wire carries the signal the rest of the way. This setup slows down speeds and leads to signal dropouts as it was never designed to carry the amount of data we work with today.

What will full fibre change for me?

Full fibre offers a stable, faster and more reliable connection. Considered the best type of digital connection available, it allows you to access, stream, download and upload content at a far superior rate than you could with a copper connection.

How long will it take for me to be installed?

As soon as our full fibre connection is available for your property, one of our friendly customer service team will be in touch to schedule your installation. We will complete our Teesdale rollout by the end of 2025.

Do I have to pay for the installation?

Standard installation is free of charge, as long as we can connect you using the usual method, which is typically the case. If your property needs a bit of extra work – like a long driveway or an underground connection instead of a pole – there may be an additional fee. Any potential extra costs, known as 'exceptional engineering charges,' will always be discussed with you beforehand, so you’re fully informed before we start the installation.

Want to know how we bring full fibre to you? Check out our installation guide for all the details!

Will I be notified before work takes place on my street?

Yes, we will send out material notifying you of any work that will be taking place as well as the timeframes for this. GoFibre also follows all guidelines and regulations provided by local authorities as a standard part of our building and planning process.

How long will you be working in my street for?

This typically varies depending on the level of work required. However, you will be notified when this work is taking place and an estimated timeframe for completion. We aim to cause as little disruption as possible.

We already have a full fibre provider building here, why do you need to build here too?

We were recently awarded the Project Gigabit contract to provide full fibre access to premises that are currently not able to receive ultrafast speeds. With our full fibre connection, you aren't restricted to just one provider. GoFibre provides an open line so many providers, in addition to GoFibre, will be able to offer you a service through our connection if they chose to.

Do I have to choose GoFibre?

No, you have complete control over which provider you choose who chooses to supply over our network.

What will happen to my copper line?

GoFibre will not remove your existing copper line. Openreach plans to slowly retire the copper network over the coming years. Having full fibre ensures you are prepared for the forthcoming copper switch off. Retiring the copper network will also help the UK become more energy efficient.

What is Project Gigabit?

Project Gigabit is the UK Government's £5 billion mission to deliver lightning-fast, reliable broadband to hard-to-reach homes and businesses across the UK. It specifically targets these that are not included in broadband suppliers plans. GoFibre was awarded the Project Gigabit contracts for both Teesdale and North Northumberland. You can read more about it here - Project Gigabit - GOV.UK (www.gov.uk) / https://www.gofibrenetworks.co.uk.

Can I retain my landline number?

Yes, you can retain your landline number. Your number can be easily ported from one provider to another. Please note that there may be a transfer fee depending on which provider you choose. With GoFibre, it’s a one-off fee of £30, which we pay to BT.

How does this affect the voucher scheme?

The UK Government’s voucher scheme is set up to help broadband suppliers connect premises in rural and harder-to-reach locations. Each property can claim a voucher at a set value to contribute towards building a stable fibre network.