Frequently Asked Questions

Full fibre broadband means that super-fast fibre optic cables go all the way into your home, providing the fastest and most reliable internet. Other types of broadband, like Fibre-to-the-Cabinet (FTTC) or traditional copper broadband, don’t use fibre all the way to your house. In FTTC, fibre cables are used to a nearby cabinet, but from there, regular copper wires are used to bring the internet into your home. Copper cables are slower and can cause a weaker connection, especially if you live far from the cabinet. Full fibre, on the other hand, avoids all of this by using fibre cables from start to finish, giving you a faster and more stable connection.

Switching to full fibre broadband will significantly improve your internet experience. It is considered the best available technology, offering faster speeds, more reliable connections, and less interference compared to traditional broadband. This means smoother streaming, faster downloads, better gaming experiences, and the ability to handle multiple devices at once without affecting performance. Additionally, full fibre is future-proof, meaning it can easily support growing demands for higher speeds and more devices, ensuring your internet remains fast and reliable as technology continues to evolve.

The right broadband package for you depends on your usage and the number of devices connected to your network. Here's a quick guide:

• 150MB: Best for single users or small households (1-2 people) who mostly browse the internet, check emails, or stream videos in standard definition.
• 300MB: Ideal for small to medium-sized households (2-4 people) who use the internet for HD streaming, video calls, or moderate online gaming.
• 500MB: Perfect for medium to large households (4 or more people) who stream content in 4K, work from home, or regularly play online games.
• 1000MB: Designed for larger households or heavy users who all use the internet at the same time. This package is great for ultra-fast streaming, high-speed gaming, and large file downloads.

GoFibre offers a range of full fibre packages to suit different needs, including speeds of 150Mb, 300Mb, 500Mb, and 1000Mb. We have special offers and deals throughout the year, so the best way to find the most accurate pricing for your area is to check your postcode. If we’re available in your location, the prices for your area will be displayed at that time.

Full fibre broadband connects to your home through a fibre-optic cable that runs directly from our network to your property. The fibre-optic cable carries data as light signals, allowing for faster and more reliable internet compared to traditional copper cables.

Once the fibre-optic cable reaches your home, it is connected to an ONT (Optical Network Terminal), which then links to your router to distribute the broadband connection throughout your home. From there, you can enjoy ultra-fast, reliable internet speeds across your devices.

To learn more about the installation process, check out our installation guide.

Yes, we offer a Social Tariff for eligible customers. This is a low-cost broadband package designed to help those who are in receipt of certain state benefits, offering a fast and reliable connection at an affordable price.

For just £20.00 per month, you’ll receive broadband speeds of up to 30Mbps, which is perfect for everyday tasks such as work, education, or entertainment. To qualify for the Social Tariff, you'll need to be in receipt of one of the following state benefits: Universal Credit, Pension Credit, Income Support, Jobseeker’s Allowance, or Employment and Support Allowance.

For more details, visit our Social Tariff page or feel free to contact us directly.

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.

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.

Yes, we offer a switching credit of up to £200 to help cover early termination fees when you switch to GoFibre. To claim your switching credit, simply opt-in when placing your online order by selecting 'Yes.' If you prefer, you can reach out, and we'll be happy to assist you in claiming it during your order.

Once you've opted in and placed your order, we’ll ask you to send the following documents to switching@gofibre.co.uk:

• Your name and address
• Your GoFibre account number
• A copy of the final bill from your previous provider showing the early termination charges
• Confirmation that the early termination charges have been paid, such as a copy of a bank or credit card statement showing the relevant payment (feel free to redact all other info).

Once we’ve processed your claim, the switching credit will be added to your GoFibre account and applied to reduce your monthly payments for your full fibre plan or any add-ons, until it’s all used up.

For more detailed information, you can read our Switching Credit page and our terms and conditions.

Full fibre installation is typically a quick and smooth process. On the day of installation, the engineer will start by planning the best route to bring the fibre optic cable into your home. Depending on the network setup, the engineer will either run the cable overhead using a telegraph pole or underground. If any digging is required, they'll explain where and why, and ensure its kept as minimal as possible.

Inside your home, the engineer may need to drill a small hole (around 10mm) to bring the fibre cable through. Don't worry—it's a common process, and any mess will be cleaned up afterward. The engineer will then install an Optical Network Terminal (ONT), which is the device that connects to the fibre cable, bringing the internet into your home.

Once everything is installed, the engineer will test the connection to ensure everything is running smoothly. Then, they’ll set up your router and make sure the Wi-Fi signal is transmitting properly, so you can start enjoying your super-fast internet right away.

While an standard installation is straightforward, there may be occasions when unexpected challenges arise—such as access issues or tricky wiring. If that happens, the engineer will discuss the options with you, and we'll work together to find a solution. Sometimes, this may require coordinating with other suppliers or local authorities, which can take some time, but we’ll do everything we can to get you up and running as quickly as possible.

Learn more about it in our full fibre installation guide.

The installation time for your full fibre broadband can vary, but it’s usually quick and straightforward. Generally, a standard installation takes about 2-3 hours. After finishing the installation, the engineer will test your connection to ensure everything is working smoothly. From placing your order to being fully connected, we aim to have you up and running within 14 days. You can learn more about our installation process in our installation guide.

Standard installation is free if we can use the standard method to connect your property. If your property needs special arrangements, such as needing a long driveway or underground connections, there might be an extra fee. We’ll inform you of any additional costs, referred to as 'exceptional engineering charges,' before starting the installation, so you won’t be surprised by any fees.

To see if we're available in your area, simply use our postcode checker. If we're already there, you can place your order right away. If not, don’t worry! You can register your interest and be the first to know when we’re coming to your area.

We’re working hard to bring full fibre to as many places as possible, as quickly as we can! Want to know when GoFibre arrives in your area? Just check your postcode, and if we're not there yet, you’ll have the chance to register your interest. We’ll then keep you updated with the latest news on our fibre rollout, so you can be among the first to get connected when we arrive.

We're always working to expand, so the more interest we receive in a particular area, the quicker we can bring full fibre to you!

One of the key challenges in bringing full fibre to your area is the infrastructure needed to connect homes and businesses directly. Building a full fibre network is a significant undertaking that requires time, effort, and investment, particularly in rural or remote areas where connecting every property can be more complex and expensive.

At GoFibre, we’re working tirelessly to expand our full fibre coverage and bring faster, more reliable internet to as many locations as possible. If full fibre isn't available in your area just yet, don't worry! You can register your interest, and we’ll keep you informed on our progress.

To get started, simply check if we're available in your postcode. If we haven't reached you yet, you'll have the option to enter your details, and we’ll notify you as soon as we arrive in your area. As we continue to grow, the more demand we see in a specific location, the faster we can roll out full fibre to your area.

If full fibre isn't available in your area yet, there are still a few things you can do.

Start by checking if we're already available in your postcode. If not, you’ll have the option to register your interest by providing your details. Once registered, you'll be added to our list, and we’ll keep you updated on when full fibre becomes available in your area.

In areas where full fibre isn't available just yet, our wireless broadband service could be the ideal solution. Using clever tech, we send a reliable Wi-Fi signal directly to your home—no cables, no digging. We transmit the signal from a nearby pole, and it’s received by a device at your property.

For just £51 per month over 24 months (including VAT), you'll enjoy a guaranteed download speed of 30Mb and an estimated upload speed of 10Mb—ideal for homes in more remote locations

When you move to a new property, you have a couple of options. You can either pay a home move fee (as outlined in our Standard Tariffs) to bring your current broadband plan with you, without changing or renewing your contract. Or, if you’d prefer, you can sign a new 12 or 24-month contract with us. This option lets you keep your current plan, or you can choose to upgrade or downgrade to a different one. You can read more in our moving home and broadband guide.

Give us a heads-up at least a month in advance, but the sooner, the better.

As a GoFibre customer moving with us, you have two choices for your equipment. You can either take it with you or leave it behind, and we’ll send you a new one for your new home.

For customers relocating to an area where GoFibre isn’t available, we kindly request that you leave the equipment at your old property. This gives the next tenant the chance to use it if they decide to switch to GoFibre. Your new broadband provider will supply the equipment needed at your new address.

If you’re already a GoFibre customer and moving mid-contract, early termination fees may apply. You can read more in our terms and conditions.

If you’re switching to GoFibre from another provider, we’d love to welcome you! First, check if we’re available at your new address. Once confirmed, you can place your order with us online or over the phone. During the order process, you’ll have the option to sign up for our Switching Credit, which can help cover up to £200 of early termination fees from your current provider. You can also choose our One Touch Switch service—this free option lets us handle the cancellation with your current provider, so you don’t have to worry about a thing.

Yes, you can transfer the broadband to a new tenant! The new tenant will need to sign a new contract with us. Simply get in touch, and we’ll walk you through the process.

Yes, you can absolutely have a landline with full fibre! We offer a service called Call Plan+, which is a VoIP (Voice over Internet Protocol) service that allows you to make calls through your internet connection.

For just £12 a month, you can add Call Plan+ to your full fibre plan and enjoy crystal-clear call quality. It’s a great way to keep your landline while benefiting from the speed and reliability of full fibre!

To boost your upload speeds, you can add our Balanced Broadband add-on to your plan. This feature is designed to supercharge your upload speeds, making sure your internet performance matches the full power of your package.

Depending on your plan, Balanced Broadband can make a huge difference. For example, with the 150Mb plan, it’ll boost your upload speed from 30Mb to 150Mb. On the 300Mb plan, you’ll get an upload boost from 30Mb to 300Mb. If you’re on a 500Mb or 1000Mb package, expect your upload speed to rise from 50Mb to 500Mb, or from 100Mb to a blazing-fast 1000Mb. Perfect for power users who need that extra upload performance!

If your GoFibre service is down, the first thing you need to do is report the issue. Please get in touch with our Customer Service team by calling 08000 590 980 or emailing us at support@gofibre.co.uk. Be sure to provide your account details and describe the issue you're experiencing.

After reporting the issue, we’ll create a support ticket to track your case and keep you updated on the resolution process. Our Technical Support team will begin diagnosing the problem remotely. If we find a solution or need more details, we’ll reach out to you. If remote troubleshooting doesn’t resolve the issue, we’ll escalate it to our technical experts for further investigation.

If the problem requires on-site support, we’ll arrange for an engineer to visit your premises as soon as possible. Once the issue is resolved, we’ll notify you. If you're not satisfied with the resolution or no solution is found, you can escalate your concern through our Complaints Policy.

We’re committed to ensuring you get the best service possible, so don’t hesitate to contact us!

If you're not getting the full internet speed you're expecting, there could be a few reasons behind this. Here are some possible explanations:

1. Network congestion: During peak hours, the internet can become slower due to more people using the network at the same time. This is common with broadband services and can cause slower speeds temporarily.
2. Wi-Fi signal issues: If you're using Wi-Fi, your speed might be affected by signal strength, distance from the router, or interference from other devices or networks. Try connecting via a wired connection for more consistent speeds.
3. Device limitations: Your device's hardware, such as an older laptop or smartphone, may not support the full speed that your connection can provide. Make sure you're using a device that is capable of handling the speeds you expect.
4. Faulty wiring or connections: Check your cables and connections. If there's a problem with the wiring, either inside your house or outside, it could affect your speeds. Contact us if you suspect wiring issues.
5. Multiple devices usage: If other devices or applications are using bandwidth (like streaming, downloading, or uploading large files), it can impact the speed you're getting.

If none of these seem to be the issue, it’s a good idea to contact us for further troubleshooting or to check if there are any issues on our end. For more details on what to expect when reporting a fault, read our troubleshooting guide.

If you need to make a complaint, email us at complaints@gofibre.co.uk. Please provide details about the issue you're facing and let us know what we can do to make things right for you.

Once we receive your complaint, we'll do our best to resolve it as quickly as possible. If we're unable to fix the issue right away, we'll let you know how long it will take. If you're not satisfied with the solution, we'll escalate your complaint and assign a senior service contact to manage it. They’ll keep you updated and may consider compensation as appropriate.

If the issue is still unresolved or hasn’t been addressed to your satisfaction, you can be issued a deadlock or ADR (Alternative Dispute Resolution) letter. This allows you to escalate the matter to an independent body for review.

Read more in our complaints policy.

You can easily get in touch with our friendly GoFibre Customer Service team by either giving us a call at 0800 059 0980 or sending us a message. We’re here from Monday to Friday, between 8am and 8pm, and on Saturdays from 9am to 5pm.

We’re always ready to assist you!

GoFibre is an independent broadband provider dedicated to bringing ultra-fast, full fibre broadband to homes and businesses across Scotland and the north of England. We’re a rural broadband provider focused on reaching even the most remote areas, where we’re often the only provider offering full fibre—the most advanced internet technology available. With millions invested into building a state-of-the-art network, we’re committed to delivering the fastest, most reliable connection to every corner of the region. And as a truly local provider, we’re passionate about supporting our communities, helping you embrace the digital future and stay connected like never before. Learn more about us here.

Project Gigabit is a UK government initiative aimed at bringing ultra-fast and reliable broadband to hard to reach, rural and underserved areas of the country.

GoFibre was awarded the Project Gigabit contracts for both Teesdale and North Northumberland. You can read more about it here and on the government website.

To cancel your contract, please contact our friendly customer service team by calling 08000 590 980. We’re here Monday to Friday, from 8am to 8pm, and Saturday from 9am to 5pm.

Your cooling-off period begins when your service is activated and lasts for 14 days from that activation date.

If you're still within the cooling-off period you can cancel without incurring an early termination fee. However, installation charges will still apply.

If you're outside the cooling-off period and want to cancel you'll need to give 30 days’ notice. If you're still within the minimum contract period, which is typically 12 or 24 months, you might face an early termination fee.

For more information about cancellation fees, read our terms and conditions and pricing guide.

If you cancel your service within the 14-day cooling-off period, you won't have to pay any extra charges, except for services you've already used or any installation fees. Your cooling off period starts when your services are activated.

If you cancel after this cooling-off period, you may be required to pay a termination fee, which is outlined in your agreement.

The early termination fee is calculated based on how many months are left on your contract, the monthly cost of your service (including any promotional discounts), and any savings associated with not receiving the service.

For more details about cancellation fees, check our terms and conditions and pricing guide.