Account FAQs

Can I upgrade my package to higher speeds?

Yes, of course you can. Please contact our friendly Customer Service team here to discuss your options on upgrading your full-fibre speeds.

How can I purchase add-ons such as balanced broadband or Enhanced Wi-Fi?

Please contact our friendly Customer Service team here and our team will be happy to discuss the additional services you can add to your contract.

Can I cancel my contract early?

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.

How can I find out how long I have left on my contract?

Our contracts are either 12 or 24 months and your contract will start from the day your GoFibre broadband was installed. If you want to know your exact end date then please contact our friendly Customer Service team and our team will be happy to check your contact details.

Do you offer social broadband tariffs?

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.

I am moving home, what do I do?

Please, read our moving home guide.

How do I change my name, title or date of birth?

Please contact our friendly Customer Service team and our team will be happy to change your account details.

How do I change my account contact details (e.g. phone number or email)?

Please contact our friendly Customer Service team and our team will be happy to change your account details.

Is your question not listed?

Don’t worry! Check out the Help and Support Hub for general support or the Technical Support Hub for technical support.

If you can’t find your answer there then contact our friendly UK-based customer service team who will be able to help.